CHAT Review True/False

If a customer comes in and is not linked to their account, they can still place an order or receive tracking.

• TRUE

• FALSE

We can call TPS without getting the customer on the line if it's an easier question that they can immediately assist with.

• TRUE

• FALSE

These are the appropriate Help Chat communication guidelines:

Where I Looked - Help Needed - Attempt to Locate - Transfer Details

• TRUE

• FALSE

According to Grainger.com, we have chat coverage on weekends & holidays.

• TRUE

• FALSE

There are some dedicated teams we do not directly warm transfer the customer to.

• TRUE

• FALSE

Even if the customer is typing slowly, you will never end a chat that is being actively typed.

• TRUE

• FALSE

We send our CSP quotes to Help Phone to handle.

• TRUE

• FALSE

Customers cannot provide their credit card information via chat. The system will censor it.

• TRUE

• FALSE

You must always update your phone AND omni channel when going into a different activity.

• TRUE

• FALSE

On Hybris, we can provide people Net30 terms on their account.

• TRUE

• FALSE