Please ensure you have watched the webchat video before reviewing this helpful article.
Congratulations on going through Upskill training for Webchats. A lot of information was shared in the Webchat training video. Here is a helpful article to recap the information provided.
Chat Hours
Mon – Fri: 8 AM – 8 PM EST
Sat: 8 AM – 8 PM EST (effective 6/22)
Sun: 10 AM – 4 PM EST (effective 7/7)
Introduction to Webchat Training
Welcome to Web Chat Training.
Details on assisting clients through chat, similar to phone support, but without speaking to them.
Handle multiple chats simultaneously, unlike the one-on-one phone support.
Expectations
Day 1: Training, followed by managing 1 chat for the rest of the shift.
Day 2: Handle 1 chat during the first half of the shift, then 2 chats for the second half.
Day 3: Start with 2 chats, then take on 3 chats for the remainder of the shift.
Rotation/Volume
You will be tagged for chats as coverage needs and volume dictate.
The order in which you are tagged is determined by several factors:
Your shift (What hours are you scheduled to work)
QA scores
Chat metrics, including the number of chats, chat follow-ups, and chat hours
These factors are evaluated every 2-4 weeks.
Beginning your shift
At the start of each shift, log in for calls until instructed to switch to chat.
For chat sessions, log in for text/chat only.
Click 'Ready for...'
Select 'voice/vm' for calls only.
Select 'text/chat' for web chats only.
Avoid selecting both 'voice/vm' and 'text/chat' to prevent receiving calls and chats simultaneously.
If both are selected by mistake.
Attend to the phone client first.
Continuously check in with the web chat client until they can be attended to.
Remember to deselect 'voice/vm' to stop receiving calls and focus on web chats.
Accessing web chats
Navigate to the 'CHAT TAB' located on the left side, below the voicemail tab.
Verification Process
Do not need to verify on chat as long as we can pull up the account.
Should verify if info they are giving info that does not seem to match up – vehicle, address, etc.
If they say they are a 3rd party, then follow 3rd party auth procedure.
V2/V3 PLUS
When you have multiple chats, you will need v2 for one account and v3 for another account
2 chats – v2 for one account and v3 for the other account
3 chats – 2 chats in v2 and 1 in v3 or 2 chats in v3 and 1 in v3.
Updating client contact information
Enter CID in the last name field and combine it with the client's first name.
Correct the phone number if it displays the default '5555555555'
Contact details are also available on the far right of the chat box.
Web chat notifications
A bell sound indicates a new chat.
New chats appear in the left chat pane.
The 'Chat tab' will flash red.
Response Times
5 mins to respond to the client
After 5 mins with no response from agent client will be transferred to next available agent/chatter or to the end of chat queue automatically.
5 mins for client to respond
Check in with client every 2 mins
No response from client checks in with client
If no response after 5 mins and no sign of activity (typing showing) can end the chat
If you see activity (typing) you can give an extra 2 mins (7mins) before disconnecting.
Leave a response due to inactivity we are disconnecting the chat
Dispo the chat – Client Idle – Stopped responding (under unresolved)
Canned Response
Button w/three lines next conference button
Search by keywords
Choose response and click on use assistance
Some response require you fill in the blanks – make sure to update the missing info
Use the arrow on the button to type in keywords to find responses.
They are getting updated and will have Spanish responses.
Not required to use – can have your own response on sticky nots to copy/paste or type out your own response.
Additional Functions
History tab
You can see the chat history for the client up to 60 days max
Maybe able to see the chat transcript from previous chats
Smiley Faces
Not required to be used but helpful
Frown – disgruntled client
Straight – client was ok no issues
Happy – Client was a great customer
Red Arrow
Red arrow will be in the upper left-hand corner of an active chat when a client has sent a response.
This allow you to know which chat has a new response as you are working with multiple chats.
You will hear a bell
Spam Option
Exclamation Mark (by smiley faces)
Click on End Chat
Need to make sure they are not a LS client
Respond w/general response – How can I assist you?
Try to keep it professional and business related
End Chat Button
DO NOT USE
Only used for spam chats
Comment Box
Used for small details about chat – not used for notes about chat
I.E. – Attorneys reach out about marketing, mechanic reaching about MA/WO process
Wrong company
State we do not service
Cannot attach files in chats
You can send links – i.e. sales enrollment bot link
You cannot send invoices from payments – you must still email those to the client
Mechanic affidavits, CO Lease extension form, 3rd party auth form, etc.
My Activity Tab (where Home, Call, Text, etc.)
Can find chat history
To view chat transcript, click on arrow all the way to the right
Show Fields
Can use email, name, phone number to search client
Do not use any fields “omni”
Dispositioning the chat
Text Details
Do not use attributes edit
Do not use topics thread
Click on cluster – none
Must pick dispositioning reason for the chat
Must be done before dispositioning the chat – tracking purposes.
Dispositioning Chat
Disposition like a call
Set disposition button
Resolved
Unresolved
Notes for client log
Put webchat – copy subject line (reason they chatted in) – Resolution (key important notes from chat) just like a call.
Five9 Status
Chat only Follow-up
Should be used for going on break/lunch
Phone calls
Process payments
Overrides
Client requests you to call them
Will rarely use call to shop/call to client
You can use them, but you can use chat follow up
Do not need to use if you are maxed out 1/1, 2/2, or 3/3
Call to clients
You are required to call the client for payment process
You are required to call if they request a callback
Try to see if they allow you to assist them on the chat
Not required to call the client back if the chat terminates
Go to call tab on the left side of Five9 to call client/shop
Reaching out to other departments
Transferring
Cannot transfer to other departments – CRT, ART, CSG
Cannot transfer to SUPs – SUP calls go to leadership chat for escalation
To transfer to another agent – click on transfer button next to disposition button – select agent transferring to – complete transfer
Must reach out to agent to see if agent is available to take chat – DO NOT BLIND TRANSFER
Not required to take the chat
Agent will show on left side in blue who did the transfer in the chat window
Sales
Client chats in and has questions about enrollment transfer to sales
Cannot transfer the chat to sales
Client can call the 800 number and choose the sales option
Get callback #, name, state they are in and put in sales chat
If the client doesn't want to speak with an agent offer the Sales bot – send link to client in the chat
Support
Web Chat Support Chat
Used to see when you can to break/lunch
Used to tag the chatters in for chats or to go back to phones
Reach out for issues with plus/five9/power outage/internet outage
Have fun with fellow chatters
Use main agent support chats for assistance with client
Important
Chat Transcripts
We DO NOT send copies of the chat transcripts
These HAVE to be subpoenaed
We cannot stop the client from doing screenshots but if they want a proper transcript it has to be subpoenaed.
Good luck with Webchats!
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