Live Chat Workflow
What does FRT stand for and what is our FRT?
It stands for First Response Time, and we have one minute.
True or False, this is an example of the Mixtiles tone: "I would like to start by expressing my sincerest apology for the damage sustained to your Mixtiles. Rest assured that we will prioritize resolving this matter for you immediately."
If this is not the Mixtiles tone, what kind of tone is it?
False.
Formal.
What is the difference between a bug and user error?
A Bug is something that is wrong with our website. Something isn't working the way it should.
A User error is when the customer is doing something incorrectly.
Choose the correct tag for this issue.
"My picture looks like I have a black eye and I would like to have it fixed ASAP. It is very obvious and distracting".
received-order/photo/blue-spot-near-eye-or-nose
True or False: We can involve the customer in finding the best solution for them.
True!
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: We should use contractions.
If we should use them, why? If we shouldn't, why not?
What are 3 examples of contractions?
True!!
We should use them, because they create a more casual tone.
Examples:
"They're" instead of "they are".
"We'll" instead of "we will".
"Can't" instead of "can not".
"You'll" instead of "you will".
"Should've" instead of "should have".
"We're" instead of "we are".
True or False: You can handle unknown bug issues.
How do we know if a bug issue is known or unknown?
False.
If the issue is known, then we will have a tag/macro associated with it. If it's unknown, you can PASS/hand-off this message.
Choose the correct tag for this issue.
"Hello my photo is bubbling off from the base. Making the photo appear wavy. It is not lying flat. I have attached a picture."
received-order/tile/wavy-paper
Even if you're customizing a solution, what Mixtiles policy should you keep in mind when doing so?
The compensation hierarchy and guidelines.
In chats, what piece of user information needs to match the OA to avoid going through SI?
If this piece of info does not match, what should we ask the customer next?
The User ID needs to match what's on the order.
For their email address AND order number. (Follow the SI flow for emails).
What is the maximum number of emojis you should use in a message?
How many GIFs should we use, per thread, and when in the thread should we insert a GIF?
Three emojis maximum.
We should avoid using more than one gif per thread, and the gif should come at the end of the thread, after all issues are resolved.
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 just received my order and the three small prints are fine, but the larger print has a crease. It's like a piece of dust or lint got stuck under the picture when it was being made".
received-order/tile/bubble-or-particle-under-photo
What are three forms of additional compensations that are not included in our compensation hierarchy and guidelines?
Adding free express shipping, Paypal payouts, and offering a promo code (vs. a free tile code).
What's different about offering Open Help in Chats?
AND, provide and example.
With chats, we want to make sure we're offering Open Help at the end of the conversation, and by framing it as a question. This means, we need to change the statements in our macros to questions.
Also, we need our open help offer to be it's own message (not added to the bottom of a message).
For example:
I'm here if I can help with anything else! (email) ➜ Is there anything else I can help with? (chat)
What's the difference between voice and tone?
Voice never changes, tone adjusts to match the customer.
Voice examples: Knowledgeable, Clear, Empathetic
Tone examples: Happy and upbeat, serious
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
Name 2 instances when it would be appropriate to apply the O/promo/faq tag.
We talked about four clues for customization. Do you remember what they are? (in other words, instances where we can/should customize our compensation).
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.
What is the snooze/close flow for a customer that disappears after our initial message? (When the issue is not yet resolved/we need more info from them)...
If the customer doesn't respond at all after our initial message, or they've disappeared and we still need some information from them (meaning, the issue is not yet resolved):
1. After 3 minutes of non-response, send the chat-nudge macro
2. If there's no reply after one minute, snooze the chat for 3 hours
3. If the customer still hasn't responded, use our EN-chat-closing-for-now macro and close the thread.
What are some examples of softening words?
Could you...?
Would you mind...?
A bit...
Not quite...
Kind of...
Just a tad...
What does it mean if the user ID doesn’t start with MT or MTW?
If the user ID doesn't start with MT, do we need to go through the SI flow?
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.
YES, we do!
Choose the correct tag for this issue.
"Hi there! I'm wondering whether the images that go into the mixtiles can be changed? Or, if I want to change the image, do I need to purchase another mixtile in the future?"
EN-missing-feature/add-own-photos-to-frame
WITHOUT LOOKING AT YOUR RESOURCES, can you list the Mixtiles compensation hierarchy in order?
No compensation --> Refresher Kit --> Reship --> Credit --> Free tile code --> Cash refund.