Chat etiquettes

Manner of chat

By Trainer Trainers

Multiple Choice

A client starts the conversation with, " Are you online?"

What should be the response from the support?

Opening(Hello, thank you for contacting Exness. My name is ***. I am here to assist you.)

• Yes, I am + send the openning

• Send the openning + Yes I am online, how can I assist you with?

Multiple Choice

Then the client asks you something, which takes some time to check; what should be the message you send to the client?

• Kindly wait for a while, I will check for you.

• There is no need to send a message to the client. Just check the information for the client.

Multiple Choice

You are still checking for the client, but the client has been waiting for 3 min. What should be your reply? (3+2 rules)

• Kindly wait more time, I am still checking for you, thanks for your patience.

• No need to reply, focusing on checking the information for the client.

Multiple Choice

Support: Kindly wait more time, I am still checking for you, thanks for your patience.

Client: Thanks

After the client reply to you with "Thanks", what should you do?

• Keep checking, no need to reply to him.

• You should reply to the client because it's always good to make your message become the last one.

Multiple Choice

You found the answer on the help center, should you directly provide the link to the client?

• Yes, the client can check by himself.

• First, I should answer the client's questions and then tell him he can find more information by this link.

Multiple Choice

You provided the answer to the client, then after 3 minutes, you asked him, "Is there anything else that I can assist you with? "But you did not get a reply from the client. Should you close the chat?

• Yes, I send a "close chat message" to the client, then end the chat

• No, I should wait for another 2 minutes, then send the closing, end the chat

• I should end the chat right away

Multiple Choice

After I end the chat, what else should I do?

• Add the issue type, and click update.

• No need to do anything else.