Chat Process - Expert View
There are 3 major steps in the Chat Process Flow
Responding to Customer Requests
A customer can begin chatting with you by clicking on the "Chat with Me" button either from the search results or your profile. This button is green when you are online and available. In case, you are busy and not available for new customers, please click on the Busy button in the CrossLoop application. This will feature you as offline (grey).
The customer logs into a chat with you using his/her CrossLoop account. Note that it is also possible for a customer to start chatting by entering his/her name and email id without immediately creating an account.
After this, the chat window opens simultaneously for you and the Customer. Once the customer sends a message, you need to reply within 60 seconds. Once you respond within the time interval, the chat conversation will continue as usual else the customer has the option to send you a message. This will be emailed to you.
Check Customer Information
An Expert can view information about a customer in the right hand side pane of the chat window. It gives information about whether a customer has confirmed the account, the number of Experts the particular customer has contacted, etc. It is a good practice to check if the customer has confirmed their account and if not, please ask them to do so. This gives a lot of benefits to the customer as well as you.
Complete a Customer Transaction.
The details of completing a Customer transaction are covered separately. Please review the Transaction Overview document for more details on completing a transaction.
Note: Previous chat history is shown when you click on the "Show Previous Conversations" link at the top of the chat window.
Want to know how the chat process appears to the customer? Click here.