RESPONDING TO WEBSITE (ZOPIM) CHAT INQUIRIES (UPDATED 08/02/20 )

RESPONDING TO WEBSITE (ZOPIM) CHAT INQUIRIES (UPDATED 08/02/20 )


TASK OVERVIEW 
We have inquiries from customer who select chat from website , we want to quote them on parts and give them link to website or ebay so they can buy parts or encourage them to call to we can provide more information and sell part to them 
We must be attentive to chat inquiries and always respond to customer within 30 seconds of getting notification 
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SET UP 




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YOU NEED TO ENSURE YOUR ZENDESK BROWSER IS OPEN ALL THE TIME AND CHAT TO BE SIGNED IN

You can find this icon on the top right of your browser

Click that icon and log in  



When online will look like this



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PROCESS STEPS 

TIP: YOU MAY PROVIDE THE EBAY LINK OR WEBSITE TO CUSTOMER SO HE CAN SEE MORE OF THE DETAILS OF THE ITEM 

When you get a chat it will make notifications as below

We need to respond to chats within KPI AS PER TASK -Note chats are considered live conversations so you need to respond promptly 



Click serve 1 request down the bottom to open the chat.




Your chat will open up as below and a automated message as below will send to the customer with in the first 30 seconds, unless they send us a message manually earlier than that.

The process for responding is just the same process with eBay and email inquiries but in informal writing and straight to the point as you are chatting to customer live
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FREIGHT PRICING GUIDES  FOR CHAT CUSTOMERS 

FOR FREIGHT QUOTES FOR ITEMS WHERE YOU DONT SEND CUSTOMER LINK FROM WEBSITE YOU CAN QUOTE USING POSTCODE TABLE 
IF WE REFER CUSTOMER TO EBAY  LINK - THEN THEY WILL USE FREIGHT PRICING FROM EBAY 
IF WE  REFER  CUSTOMER TO WEBSITE LINK -THEN THEY WILL USE WEBSITE LINK FOR FREIGHT PRICING 





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AFTER CHAT IS CLOSED -Log quote /close ticket 


Zendesk chat now automatically creates ticket and assigned to trainee zendesk bucket. Open up the ticket and press solved.





DO NOT FORGET TO LOG A QUOTE OF THE PART IF WE HAVE IN STOCK.

LOG CHAT QUOTES - UNDER - CASH ACCOUNT CHAT. 
ADD A PRIVATE NOTE ON THE QUOTE THAT IT IS A CHAT INQUIRY ALONG WITH THE VISITORS NUMBER 
EXAMPLE “CHAT ENQUIRY VISITOR #XXXXXXXXX” BELOW



PLEASE NOTE IF YOU CLOSE YOUR BROWSER, YOU WILL NEED TO CLICK ICON IN ZENDESK BROWSER TO SIGN BACK IN
 
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WHEN ON CHATS AND YOU NEED TO TAKE BREAK - Either brief personal break or lunch break 

Communicate t your back up person so they can " cover you " while on break 
who is back up person - this should be shown on your tasks task 
IF THE STAFF IS UNABLE TO FOLLOW THEIR BREAK SCHEDS UNDER ANY CIRCUMSTANCES, STAFF NEEDS TO ADVISE THE BACK.

EMAIL YOUR BACK UP. 

Hi xxxx!

I am taking my break now. Please handle the chat inquiries until xx:xx (time).

Thanks,
Xxxx


If the primary chat staff is unable to make it on time, back up needs to wait until the primary staff is back. 

Back up staff needs to email the primary person and cc their manager as to why the primary person is late. 

Multiple late occurrences might be subject for disciplinary action. 



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WHAT IF CUSTOMER ASKED FOR POSTAGE ?


Customer asks for freight cost

LINK TO FREIGHT POSTCODE TABLE 

 

FOR FREIGHT QUOTES FOR ITEMS WHERE YOU DON'T SEND CUSTOMER LINK FROM WEBSITE YOU CAN QUOTE USING POSTCODE TABLE 

 

IF WE REFER CUSTOMER TO EBAY  LINK - THEN THEY WILL USE FREIGHT PRICING FROM EBAY 

 

-IF WE  REFER  CUSTOMER TO WEBSITE LINK -THEN THEY WILL USE WEBSITE LINK FOR FREIGHT PRICING 

NOTE - 

-if website shows 2 postage options, we chose the cheaper one,

-if website doesn’t have postage options, then we use postage calculator.

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Do I wait in between chats?
YES, and If you are on phones and take a chat, go offline/rest on the phone.
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What if it question gets to complex?

You can tell customer that you will check that and that you can contact them back by email or phone or ask them to call sales team   

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How to handle multiple chats?

Handling multiple chats at the same time is fine as most of the time you'll have to wait for customer's reply. When you open and join another chat session your window will look like this. Just toggle from one visitor to another if you want to see the chat screen for them.






 

What to do if it will take long for me to answer customer's question?

Make sure to inform customer about it and refresh every minute or 2. This way they will know that we are still working on their concern.
Eg " i will check, give me one minute" or " i will have a look now, one moment please"


We do not have part customer is asking for. What should i say?

            To inform customer:

For parts we normally stock, but have no stock at the moment : "We currently do not have that part in stock, however we have new stock arriving daily, so be sure to check back in with us soon. Is there any thing else i could help you with?


For parts we do not normally stock:  "We currently do not have this part in stock. Is there any other parts i could help you with?"


We do have the part in stock.  What should i say? - THIS  RESPONSE IS FOR PARTS WITH WARRANTY

Yes, we have xxxx ( the part)  available. 
it comes with xxx months warranty and we can arrange delivery Australia wide 
The price is $ xxxx + shipping fee. This includes GST 
your quote number is xxxxxxx


We do have the part in stock.  What should i say? - THIS  RESPONSE IS FOR WITHOUT WARRANTY

Yes, we have xxxx( the part)  available. 
we can arrange delivery Australia wide 
The price is $ xxxx + shipping fee. This includes GST 
your quote number is xxxxxxx

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Customer is not responding anymore, what should I do? 

Ask customer first if they are still online or available. If there is no reply after 2 mins then say a closing spiel like "Sorry, but I'm not getting any response from you anymore. I'm closing this chat session now in a minute so we can answer inquiries from other customers." If customer replies in less than one minute then continue with the conversation as normal if he don't then close or end the chat session after one minute.

TO CLOSE THE CHAT AFTER CUSTOMER HAS NOT RESPONDED

PRESS X ON TOP OF THE CHAT AND THEN PRESS END CHAT


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What if i do not respond in time?
A automated message will respond, but you MUST reply in 1 minute.


What if customer requests something? eg. previous invoice.
Tell the customer you are in a different department, please call us via (give ebay sales team phone number)

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