LL - Chat handling guidelines

There are 2 types of chats - People who are inquiring about our products and people who have a request regarding an order. 

If a customer inquires about products, make sure to highlight the benefits of taking our products and the incentives as well. 

Incentives will be a free newsletter from the Doctor, free shipping,  our 365 money-back guarantee, or 10% savings for upgrading to a recurring order plan.  We also offer a lower cost per bottle when you purchase a multiple-bottle package. For example, a single bottle of BioShield is 49.95 but if you purchase 6 bottles it's $33 per bottle (sometimes less if we have a promo).

You should be always Available to take chat support requests unless you are on break. 

Do's and Don'ts for chats

1. DO Use the company name in a friendly introductory greeting and provide the customer with your name. "thanks for contacting the Del Mar Support team, I'm Lori, how can I assist you today" 
2. DO make sure to leave a positive experience for all customers.
3. DO make sure to use casual but professional responses.
4. DO make sure to converse in a friendly manner. Read through each response to make sure you can answer all the questions customers will ask. BE ATTENTIVE to customers’ needs. 
5. DO verify the customer’s information before providing any details on an order.  
6. DO summarize what you did to assist that customer before ending the chat.
7. DON’T abbreviate words.
8. DON’T forget to use “You’re welcome” and “Thank you” in your conversations. 
9. DON’T over-use smileys in your conversation. One positive emoticon is approved. 
10. DON'T gather or send any payment details such as payment card info for sales or updates.
11. DON'T leave them "hangin'" - always ask if it's OK for you to put them on hold -- if it's going to take more than a minute to find the information needed to help, let them know. If it will take several minutes like if you are waiting on an answer to a question so you know how to proceed, check in with them to apologize for the delay so they know you're still there. 

When using saved responses to quickly answer questions, keep in mind how that will appear on the customer's end. 

Example chat interaction: 

GUEST: I need to adjust my subscription 
AGENT: Welcome to Sun Coast Support. My name is Marlon. I will be your Sun Coast support for today. \Let me see what I can do to help. May I ask for your name and email address, \nplease?

Guest User : My name is Lori Grisham lori@theheroco.com. i also submitted a ticket about  this same issue yesterday via your website, but i haven't heard back. 

AGENT: I'm so sorry for the delay in getting back to you. Let me check using your email address. Can you allow me some time to check?
Guest User : sure, take your time
AGENT: To confirm, your email address is (EMAIL), correct?
Guest User : correct
AGENT: Thank you.
AGENT: Ok, I located your ticket and have adjusted your subscription according to your request on the ticket. Your BioShield refills will now arrive on a BI-MONTHLY basis instead of MONTHLY. Your last shipment was (DATE) and your next shipment will be on (DATE).  Is that correct? 

Guest user: Yes, that is correct. Thank you for helping me. 

AGENT : You're welcome! Besides adjusting your subscription to Bi Monthly, Is there anything else I can help you with today?
Guest User : no that's all for now. Have a wonderful day
AGENT: Perfect! I will be closing this chat session now. Feel free to contact us anytime if you need assistance. Thank you for contacting SUN COAST SCIENCES Lori. Have a great day ahead!