LiveChat Training

Owned by Robert Adach, created
Last updated: Mar 23, 2022
1 min read

Date

Mar 23, 2022

Participants

Attended

Did not attend

Attended

Did not attend

 

 Tessa

 

 Felicia

 

 

 

 

 

 

 

 

Agenda

In this meeting we will

  • Introduce the LiveChat system - 10 minutes

    • Very similar layout to Helpdesk (both are by the same company)

    • Scope of support

      • Practice Test support at launch (sales and troubleshooting)

    • web interface for site visitors

      • View when there is no one available

      • View when there are agents is logged in and available

      • View when there are agents logged in and no one is available

    • how chat assignments work

    • what happens after hours

      • Creates helpdesk ticket

        • These tickets will include a link to open a chat immediately for the user (they do not need to visit our page)

  • Learn how to access the LiveChat system - 5 minutes

    • Application

    • Website

  • Become familiar with the LiveChat interface - 20

    • Logging in

      • will set you to automatically accept chats when you login between 8 AM - 4:00 PM

      • if you log in before this time it does not move you to accepting chats at 8 AM

    • Changing your availability

    • Accessing & responding to chats

      • My Chats

      • Closing/Ending chats

      • Canned Responses

      • Tags

    • Accessing helpdesk

    • Logging out

  • Practice

Action items

Decisions

 

Supporting Files