Live Chat (SST)

Your Step-by-Step Guide to Handling a Live Chat Effectively   Introduction: Initial response times must be kept under 10 seconds. Send the relevant introduction introduction shortcut. Always review the Live Chat Bot history. General response times: Respond to customer messages promptly - the customer should not be kept waiting. If you need to look into something, send a holding response and provide regular updates to the customer. Amending shortcuts: Tailor your response to answer the exact query. Robotic responses cause frustration. Put a human touch back into your chats. Staying in control: You are the expert here. You should be asking questions to move the conversation along. Pre-empt the customer's next questions, and ask the customer if they are finding your assistance helpful. Transferring chats to other departments: Always use the correct transfer shortcut. Always complete security to verify you are chatting with the account holder before transferring them. Maintaining responsibility for the chat: Avoid transferring chats within SST. Wrap up your own chats before lunch or the end of the day. If the customer starts discussing a new topic, you may transfer with the relevant /colleague transfer shortcut. Complaint Live Chats must never be transferred unless you are escalating this to your manager. Out-of-hours chats: Always review the Live Chat Bot history and advise as necessary. Only send the /OOH Chat macro if they have not left any information.