Test tuần 19/2024 - AR

When customers are using old widget, what should agents do?

(choose correct answers)

• Encourage customers upgrade to new widget for benefits such as: optimized speed, new designs, removal of unnecessary features

• Select 'Old widget' in issue type when recording OPR

• If customers agree with upgrading, carefully not with them the differences between 2 versions. Inform that our team will support them setup new widget until it works properly

• Not mention anything

When customer asks for refund, which actions agent should take?

(choose correct answers)

• Shopify domain

• Invoice/billing which shows charge cycle

• Check whether customer is asking refund for the right app - Ali Reviews and right developer - Fire Apps

• Ask CA/SA

Because articles have full information, agents just need to send article links when customers need guidance.

• True

• False

Agent just starts shift and there are > 5 ongoing and live chats, how to manage?

(choose correct answers)

• Inform on Slack and note in chat + OPR to let fulltime know

• Proactive to provide waiting time longer than normal + inform customers that you are in high traffic (if needed - do not inform if customer is unhappy)

• Just support slower than normal without informing

• Ask TS support for basic case to reduce workload + note on TSM that you are in high traffic to let TS team know the situation

When customers ask the thing that you don't know or you're not sure, how can agent support?

(choose correct answers)

• Proactive to check on Google if you get any info about customers' questions

• Pending fulltime when there is no appropriate answer

• Just say that you don't know and ask customers investigate by themselves

• Proactive to ask teammate and TS team to know more about the questions

• Answer anything that you know about the questions without checking

Customer said that they approved charge and uninstalled app after 2 hours, but he received invoice for 30-day charge

Please provide full explanation

Customer want to export reviews with URL handle instead of product ID.

• Ask TS to search and edit URL handle on CSV file

• It's n/a feature currently. I have noted your request to product team for improvement in the future

• Change export settings on admin tool to URL handle then export again

• Ask customer wait then manually edit CSV file

Customer wants to show 'verified badge' for all reviews of the store.

Please provide all support steps

[New version] Can I show all reviews of all products on a specific page?

• N/a feature

• Yes, on Theme customize > modify App block

• 1. Yes, On Show reviews → Personalization → Product options

• 1. Ask TS/DEV to support manually

[New version] Can the review text have the same font as my theme?

• 1. Ask TS to CSS

• 1. Yes, you can change it on Show reviews → Customize → Advanced settings → Overall  select the font there

• 1. It can be changed from Theme editor → App block

• 1. N/a feature. We only support some fonts which are listed in app