Live Chat Workflow
Describe the workflow for when a customer asks a second question that you were able to solve.
Offer open help, but not in the form of a question. Snooze for 3h and close.
What's the difference between voice and tone?
Voice never changes, tone adjusts to match the customer.
What tag would you use for this? "I uploaded my photos, but I just see a pink box where my photo should be."
ordering/error/previews-not-loading
Choose the correct tag for this issue.
I just received my order and on one of my pictures I think the ink may have smeared around my boyfriends eye making it look like he has a black eye.
received-order/photo/blue-spot-near-eye-or-nose
We talked about four clues for customization. Do you remember what they are?
1. A customer asks for a different compensation.
2. The customer experiences the same issue twice in a row.
3. The customer is struggling to follow instructions.
4. Regular compensation would make solving the issue too complex.
If all issues are resolved and the customer says "thank you," what is the workflow we should follow in this scenario?
Say something nice and close.
True or False, this is an example of the Mixtiles tone: "I would like to start by expressing my sincerest apology for the damaged sustained to your Mixtiles. Rest assured that we will prioritize resolving this matter for you immediately."
False.
What is the difference between a bug and user error?
Bug is something that is wrong with our website. User error is when the customer is doing something incorrectly.
Choose the correct tag for this issue:
Hello
It's 4 photos. all 4 photos head is cut.. on the pdf you sent me.initial email it looks good.. why on the print it's messed up?
received-order/Tile/Bleed
True or False: We can involve the customer in finding the best solution for them.
True!
In chats, what piece of user information needs to match the OA to avoid going through SI?
The User ID needs to match what's on the order.
What are some examples of softening words?
Could you, would you mind?
What does it mean if the user ID doesn’t start with MT or MTW?
A user ID might show up without an MT or MTW in Intercom if the customer contacts us from a browser that’s different from the one they ordered with.
Choose the correct tag for this issue:
Four of our pictures came--there's no good way to say it--like a "zombie" filter...Our faces are mottled and strange-looking.
Specifically, #5, 8, 10, 13.
received-order/photo/distorted
Without looking, can you list the Mixtiles compensation hierarchy in order?
No compensation --> Refresher Kit --> Reship --> Credit --> Free tile code --> Cash refund.
What is the most important thing when selecting a blurb from the chat-second-response macro?
Making sure we select a blurb that matches the customer's tone and ordering stage.
What is the maximum number of emojis you should use in a message?
Three.
What tag would you use for this? "I can't see the photos in my Google Photos."
ordering/error/cannot-use-cloud-photos
Choose the correct tag for this issue.
I was wondering if you could help me.
The previous mixtiles i ordered seem to be bubbling up. The print is not smooth inside the frame anymore.
We dont touch them they are on our wall.
received-order/tile/wavy
What are two forms of additional compensations that are not included in our compensation hierarchy and guidelines?
Adding free express shipping and offering a promo code.
What does FRT stand for and what is our FRT?
It stands for First Response Time, and we have one minute.
True or False: We should use contractions.
True
True or False: You can handle unknown bug issues.
False.
Choose the correct tag for this issue.
I'm trying to checkout but I can't find that option
received-order/error/cannot-see-place-order button.
Even if you're customizing a solution, what Mixtiles policy should you keep in mind when doing so?
The compensation hierarchy and guidelines.