AT YOUR SERVICE

Chat Types

Most Frequent Chat Types: Add a line Upgrades Add/Remove/Modify Features Smart Devices- related Orders and Inquiries Troubleshooting- What is wrong with my device Billing Concern- Why is my bill high Other General Inquiries - SSO

At Your Service Chat Flow: Greet> Understand>Uncover needs/ Probing Question Recommend>Providing Personal Resolution Confirm> Gain agreement Educate> Educate costumers proper expectation Thank>

Opening Probing Prob to understand- Prob to Solve- Prob to Sell- needs and wants Open-ended Question- Close-ended Question- (When to ask, What to ask, How to askis the key in resolving customer concern.)

Gain Agreement Clear and Simple

IEAT Inform Estemate Ask Thank

Metrics ORS 7day Repeat

greeting - acknowledge, assurance understand - reccomend/resolution recap