Zendesk Live Chat Instruction

Overview#

Purpose: The purpose of this SOP is to give an idea about Live Chat Instruction.

Scope: This applies to all customer service representative staff and all staff personnel who is in charge of this process.

Responsibility: It is the responsibility of all staff to follow the standard operating procedure of answering Live Chat.

Objective: The objective of this procedure is:

to guide employees about the process of how to answer customers on Live Chat.

Live Chat Instruction

Live Chat

Handling Live Chat on Zendesk

Open and Login on ZENDESK.

On the top-left part of the page click “Message Icon” and Sign In.

If someone chats, this will be found bottom-left of the chat page.
And tell customer “Hello! Thanks for contacting Bragan. How can I help you?”
If they have a request that needs a couple of minutes to solved. Tell customer ” Thank you for your inquiry - I am looking into this and I will be back with you shortly”.
After the issue/query is solved. Tell customer “Well it’s been great chatting with you! I hope we resolved your issue throughly. Let us know if there’s anything else we can do for you! You can always reach me directly at [email protected]. Have a wonderful day”
Issues or query you cannot solve. Tell customer “Hello there - please send an email to our technical team - [email protected] and they will assist you. Thank you”

Notes#

This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:

This document is important especially to customer service staff because this shows the process of handling Live Chat on Zendesk.

Potential Issues:

1 - ISSUE ENCOUNTERED: Stuck on Loading

RESOLUTION: Refresh Browser

2 - ISSUE ENCOUNTERED: Broken Links

RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.