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Chat Flow

Discusses steps of a chat flow in the BPO industry

reinille mendoza

on 10 May 2013

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Transcript of Chat Flow

Which non-voice account allows customer to send tickets instead of calls? 4. Providing More Assistance 2. Verification of Concern Chat Flow 1. Opening Spiel Thank the customer for sending a ticket to the company.

Introduce yourself.

Be minded that the customer is not calling you, customer is sending a ticket. You can provide more assistance to the customer by giving him a number to call, or a website to view. Paraphrase the issue/concern which the customer is facing.

Avoid doing copy and pasting what the customer sent you. Conversing with the customer using CHAT as a medium of communication What is a Chat Account? Parts of a Chat 1. Opening Spiels
2. Verification of Concern
3. Body of Chat
4. Providing More Assistance
5. Closing Spiel
"Thank you for contacting (COMPANY NAME) Customer Service. My name is (YOUR FIRST NAME). We appreciate your time sending us a ticket." "Regarding your concern with ________"

"We have received your issue regarding ________." 3. Body of Chat Similar to the conversation with the voice accounts, the main difference is we engage in a chat.

Reply using a chat tool. "You may visit our website at www.companywebsite.com or call us at 1-800-1234567 from Monday to Friday 7:00 AM to 9:00 pm PST. Our friendly customer service representative are more than happy to assist you." "If you need more clarification with the matter, or any other issue, feel free to send us an email at support@companyemail.com. We will be contacting you as soon as we received the email." 5. Closing Spiels "Thank you for contacting (YOUR COMPANY NAME). Again, my name is (FIRST NAME), you do have a great day." Remember: Always read your response before sending it to your customer.

Check for misspelling, grammar and punctuation.
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