Effective chat

Why should you be prepared to ask customers a mix of open-ended, probing, and close-ended questions during chat or text conversations?

• Customers get bored if you don't ask them a mix of questions.

• If you ask only one type of question, the chat or text conversation will go on too long.

• Customers never really know what they want.

• A mix of all three types of questions will help you better understand customers' needs and provide the right type of service.

Why can the phrase “Is there anything else I can help you with today?” be a risky way to close a chat conversation?

• If you've been unable to help the advertiser, asking this question can sound sarcastic or ridiculous.

• The advertiser might ask you a question you can't answer.

• Some advertisers don't really want your help.

• Some advertisers find it annoying

"Brand voice" refers to how your company's brand personality comes across in _____.

• brand mascot

• colors

• words

• images

Freetexting shows that the chat customer service agent is _____.

• not interested in helping the customer

• distracted by another chat

• reading the customer's words closely and responding specifically

Which customer service situation shouldn't you use templates?

• for multi-step instructions

• when you have to ask the advertiser to wait

• when you want to show empathy

• when you request for general info

When you include hyperlinks in your chat conversations, what must you do?

• Check whether the customer understands what a hyperlink is and how to click a hyperlink.

• Mention where the link goes and why you're sending the customer to that link.

• Ask the customer if they want to receive hyperlinks and if they know how to click a hyperlink.

Answer explanation

Because the link will take the advertiser out of the chat conversation, you should tell the advertiser where the link goes before you send the link, and you should explain why you're sending them to view this outside-the-chat information.