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