Chat Fundamentals

What are some key differences between chat and messaging?

- Messaging allows more time than a chat conversation - The customer can respond when convenient for them - Specialists can take the time to deliver the best solution. This gives more time back to the customer and more capacity to our Specialists.

What information can you access using the Agent UI widget in LivePerson?

- Payment Center -Rewards Centers - Card Management - Customer Profile

Describe the use for each widget: - Summary - Support Links - Appian - Agent UI

- Summary: Used for sending and receiving information to and from the partner for transferred conversations - Support Links: Used to send the customer direct deep links - Appian: Used to see previous conversations and to leave interaction notes - Agent UI: Used to manage or service the customer's account

What should you do if a customer mentions a transaction they don't recognize?

1.) Determine if the customer is claiming the transaction if fraudulent (customer not aware of transaction) or not fraudulent (aware of the transaction) 2.) If the customer is claiming fraud, document the transaction details and transfer to Fraud 3.) If the transaction is non-fraud, create a transaction dispute.

What 2 things should you look for prior to responding to a customer's initial message?

1.) The intent captured by the NLP Bot 2.) The initial message from the customer

What should you do when a customer requests to chat with a manager?

Alert a manager by raising your hand or typing in Symphony Chat

What systems will you use to access previous conversations

Appian

What should you check for before hitting "Send"?

Correct: - Spacing - Grammar - Punctuation - Any prefilled information you missed - Customized to customer's needs

What are chat conversation do's and don'ts?

Do: - Try to give navigation advice - Use every day words and language - Keep yourself in the Online status (unless leaving for break, lunch, and end of shift) Don't - Use emoji or hashtags - Copy / Paste URLs - Go in Away status to manage incoming conversations - Use technical or internal jargon (e.g. process, self-serve, etc.)

How will you identify which chat conversation you are working on?

Each chat conversation will be assigned a color and an icon

T / F You do not need to leave interaction notes in Appian after interacting in chat.

FALSE You must document in Appian ALL interactions with a customer, including chat.

What does it mean if the AUI panel shows as unavailable and the verification panel is blank?

It is a non-customer, and we can only answer general questions, nothing account-specific

What are rich or deep links? When should you use them?

Links that we can provide to the customer as the solution to their need/request, or to take them directly to a place in their user experience Use rich or deep links whenever possible

What should you do if a non-customer asks account-specific information?

Offer 2 Options: 1.) Ask the customer to sign in to their Apple ID and message us again (then close the conversation) 2.) Direct them to call our Contact Center and provide the phone number

If a chat has been transferred more than two times in a single interaction, what do you do?

Request a manager takeover the chat. The manager will service the chat to completion.

What should you do with inactive conversations before leaving for the day, lunch, or a break?

Return conversations back to the queue

What does it mean if the Consumer ID shows as: AUTH_NOT_FOUND AUTH_NOT_REQUIRED NOT_FOUND

The person messaging is either a non-customer (with general inquires), or a customer not signed into their Apple ID, and we can only answer/share general information. If they start to ask account-specific questions, we should ask the customer to sign in to their Apple ID and ask them to message again before closing the conversation.

How does the system notify you of an open / overdue or urgent conversation?

These conversations are marked by a red bell

What does a green icon above the message window indicate?

This is the first time the customer is using messaging

What are the guidelines for editing predefined content and guided responses?

You can edit predefined content to be conversational and more relevant to the customer's needs

Which queues require you to announce a transfer to the customer?

You need to advise a customer you're transferring to Fraud and Advocacy