Customer Chat Process
Customer Chat Process Introduction
CrossLoop has added some additional communication features to chat to improve the interaction between Customer and Helper. The number one issue reported by all technical support Customers is a slow response. The features added are designed to decrease the response time for Customers. This will attract more Customers, reduce abandonment and hence increase overall customer traffic for our Helpers.
****** ALERT: The new Chat Process requires a Helper Response in 60 seconds or less ******
Summary
Improved Customer Chat Process Flow
- Helpers have 1 minute (60 seconds) to provide some response to the Customer before Chat provides alternatives
- Customers receive a message that Chat is "Connecting to Helper" while they wait for a response
- After 60 seconds of no Helper response, Chat provides two options:
- Customers can leave their contact information if the Helper is unavailable
- Customers can return and search for new Helpers
Product Improvements
CrossLoop has also made improvements to assist with a faster response including the following:
- New simplified "busy" indicator button - Helps to eliminate non-response due to a busy Helper
- Sound notifications are defaulted on unless you turn them off - Provides Helpers with better notification of a new Customer
- Chat allows you to select if you want to see previous history - Reduces the time required to send a message for returning Customers
Improved Customer Chat Process Flow
There are 5 major steps in the Chat Process Flow
- Customer Login
- Initiate Conversation with Helper and start timer
- Take action if Helper does not respond
- Allow the Customer to send the Helper a message
- Complete the transaction (covered in Transaction Overview document)
A CrossLoop Chat session starts when a Customer contacts a Helper via the "Chat with Me" buttons on a Helper's profile. The "Chat With Me" button is enabled when the Helper opens the CrossLoop Application on their desktop and leaves it open or minimized in the tray. It is critical to show yourself as busy if you are not available for new Customers and immediate assistance.
Helper's Profile
1. CrossLoop Prompts the Customer to login or create a profile.
CrossLoop has tried to minimize the information required for a customer profile including only first/last name, email, and password.
NOTE: It is a good idea for Helpers to encourage Customers to also confirm their email address which allows us to verify their contact information if there is any required feedback. Customers confirm their email by responding to the email message they receive after creating a profile.
Customer Login Screen View
2. Initiate conversation with Helper and start timer
After the Customer logs in, the Chat window opens simultaneously for both the Customer and the Helper. The screen below shows the Customer view. Chat prompts the Customer to send a message. Once the Customer sends a message, Chat prompts the user with a message "Connecting to Helper" and waits 60 seconds to see if the Helper will respond. As long as the Helper responds in one minute the Chat conversation will continue as usual.
NOTE: The 60 second timer does not start until the Customer sends their first message. It is important that the Helper responds ASAP to let the Customer know they are available and waiting. This process is critical as numerous help desk studies have found that the most important satisfaction factor for Customers is speed of response.
Customer's Initial Chat Window
3. Take action if the Helper does not respond to a Chat in 1 minute.
If the Helper contacted does not respond in 1 minute, the Chat will prompt the Customer to take further action. They can either:
- Return to search to find another available Helper. This takes them back to the search page with their last search string.
- Send [the Helper] a message to schedule help. This takes the Customer back to the Helpers "Contact me" link and allows them to send a message to the Helper.
Customer's Helper Unavailable Window
4. Send the Helper a Message.
If the Customer chooses the second option, the Customer can provide the Helper with contact information to allow them to follow up directly. This will allow customers to leave additional information if the Helper was temporarily unavailable.
Contact Helper Window
5. Complete a Customer Transaction.
The details of completing a Customer transaction are covered in another document. Please review the Transaction Overview document for more details on completing a transaction.
Product Improvements
Simplified Busy Indicator
CrossLoop has improved the ease of turning on the busy indicator with the 2.42 or later CrossLoop Application . Simply click once on the green button at the top-right of your CrossLoop Application. When you are busy the indicator turns Grey and when you are available it is green.
Helper Available Indicator
Helper "Busy" Indicator
Show Prior Chat History
Previous Chat history is only shown when you click on the "Show Previous Conversations" link a the top of the Chat.
View of Chat and "Show Previous Conversations" link
