Chat Macros
If your customer already provided their inquiry, which greeting macro would you respond with?
A - Intro Statement
Explain the difference between the Order Status and Order Confirmation macros.
Order Confirmation - confirms the order was successfully placed
When is the only time you are allowed to use a "basic" empathy statement? (No personalization)
When the customer does not provide a reason for their request
Explain the 2-1 Policy
If your customer doesn’t respond to you within 2 minutes send the Checking In macro.
⬡ If 2 more minutes pass, send the Standby macro.
⬡ Finally, if 1 minute passes after your standby message, send the Ending macro and
end the engagement.
⬡ If the customer replies at any point during the 2-1 process, the entire process restarts if the customer
fails to respond quickly enough
What three components are necessary to add in your notes?
What did the customer want, why, and what did you do for them?
True or False: We can say "I apologize for the inconvenience?"
False it is too generic needs to be personalized if you use that statement
True or False: The discount code must be removed from the macro if it does not work on the product link
True - we do not want to provide a discount code that our customers cannot use
True or False: Web Support Agents are required to ask probing questions when handling any kind of AER
False - for Serious AER situations customers will be sent a separate survey with the probing questions
When does QA start docking for greeting times?
45 seconds
True or False: When replying to a customer with a certain macro, you can list in your notes the name of the macro you used to serve as the "what did you do for the customer" portion of your notes?
False! You cannot list the name of the macro, instead you should be detailing what that macro explained to the customer.
How many grammar mistakes would you have to make to be docked?
3 or more
When a customer is returning a product due to not liking the taste, not being able to get their pet to eat, or because they have not seen any results, what must be included with your return information?
Tips! Whether it be taste tips, transition tips, or no results tips, we are ready to help the cus with advice along with their RA!
True or False: You do NOT have to provide a specific product link when the customer mentions a certain product they are interested in. You are okay to send a link just to the website.
False - if the customer expresses interest in a certain product, the link should be specific to that product, not just to the website
How much time in between chats is allotted before a response or hold expectation must be made?
2 minutes
An L3 has assisted you with your case and gave you approval to do an OTC reship. What are you required to include in your notes?
The name of the L3 and what they assisted you with/approved
List 3 empathy statements
I am sorry you did not see any results after trying __product_name__.
I apologize for any confusion this may have caused.
I apologize for any delay you have experienced with our shipping.
etc.
You are unable to locate the correct account for an anonymous customer that wants to return. You have set up a temporary account with the email address they provided. What macro are you going to respond with to help try to find the correct order/account?
Trouble Finding Order/Trouble Finding Your Order
True or False: When providing tracking information, you should send the customer the direct tracking link instead of directing them to the carrier's website.
True - its also suggested to hyperlink the tracking number for even easier access
How can we build rapport with our customers?
through empathetic responses and genuine engagement. It can be achieved through various means, such as showing interest in the other person's perspective, using appropriate language and tone, and demonstrating responsiveness to their needs and feelings
A Customer requested to return their order due to no results. The order is from a subscription. Do you cancel the subscription as well? If so, why?
Yes, because the customer will have no need for another shipment of a product they are trying to return. We can cancel the sub.
List 3 transitional phrases
furthermore, moreover, in addition, also, besides, however, on the other hand, nevertheless, although, but, therefore, consequently, as a result, thus, because, etc
If a customer is looking to purchase Nature's Blend but is nervous about how the food will affect their dog's cancer, what 2 macros should you combine to help address this inquiry?
Seek Medical and Place Order
What is the average chat handle time AND emails per hour expectations?
AHT for chat is 12 mins and they have 2 mins of wrap up time. EPH for emails is 14.2-15 emails per hour to meet expectations
When is account verification N/A?
No address on file → skip verification and already verified in chat → do not re-ask but thank customer for verifying
You are dealing with an anonymous case. In the email, the customer did not provide any information to help find their account. Where and how can we find more details to try to find the customer account?
Click on the "i" next to the To:Support. Then Click on View Details. It will open the email in a new tab, click on the Details tab to find additional search information to use for your customer account.