Test tuần 16/2024 - AR

Google Merchant Center - when customers say that they are creating Product rating feed, what should agent support them?

When customers complain that app's button cover product information on DSers, which is the solution?

• Ask CA to ask TS support

• Ask customers give Staff account of DSers to check and ask TS support

• Guide customers turn off app extension, the button will disappear. They can turn on extension when they import reviews

• Guide customers disconnect app with DSers. Only connect when importing reviews

How can I show a review box on Homepage? (new version)

• 1. Go to Show reviews → Review box → select a page → add a review box

• After enabling the review box in app and turn on the app embed, the review box will be automatically show on all pages

• 1. After enabling the review box in-app and turning on the app embed, you will be able to add the widget on any page via Theme editor → app block or copy code manually and paste on your theme.

• Ask TS support

Will I keep the old widget settings after upgrading to the new version?

• Yes, all the settings will be kept

• All the settings will be lost and you will be re-do from scratch

• 1. Some settings are kept and pre-select during the setup steps. However, some advanced settings will need to be re-setup. Details will be mentioned in the article.

I installed Ali Reviews for my new store, but the UI is different. How can I get back to the old version?

• 1. Note on TS sheet to request revert this store to the previous version

• 1. Reject and ask customer to wait for the next update

• 1. Explain that our app has been updated to bring better app performance and improve loading speed. So the new version will be applied for all stores soon. We could update your old store to the new version sooner

Customer wants to ask something about app AliHunter

• 1. Post to Slack #general to let fulltime check

• Ask mentor's advice

• Guide customer to contact email  [e-mail] to ask for support

• Ask collaborator then forward to CS team

As an online agent, which actions you should commit to the work?

(choose correct answers)

• Reply to the feedback as soon as possible

• Note and review all case study

• Be punctual

• Catch up all knowledge and support process

• Tend to help customers address their issues

What agent should check before record and resolve chat?

(choose correct answers)

• Widget on front-store + basic settings

• Ask customers if they need further support

• Have customers left review for app?

• If rating fish completely resolve the chat (this is bug from rating fish)

How can you support the new case when you are out of shift?

• 1. Assign the case to CS team right away

• 1. Tag the coworker just starts shift and assign chat to them

• 1. Inform the customer that we’ve received the request and new agent will respond within a few coming minutes, note and assign case to CS box

• 1. Let the customer know that you are out of shift and someone will support them as soon as possible

What actions agent need to take when find out all store's issue?

(the issue that appears to more than 3 store)

Provide all needed steps