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QA TALK 10/02/2005

https://forms.office.com/r/fwj12vbcfu

CHAT SUPPORT FLOW/ QUALITY MONITORING GUIDE

-Use the appropriate greeting, stating the sale event, if any, and the department -proudly clearly mentioned hp at the start and at the end of the chat ( branded the chat) with upbeat and friendly tone. -closed with branding, appreciation and an appropriate sentiment. always end each chat session with lingering positive, light feeling

hi, my name is ____ and I've read your question and I'm ready to assist.

acknowledge and clarification ( if the given issue isn't cleared)

Thank you for choosing HP and we appreciate your loyalty.

Acknowledgement and understanding

-paraphrase and clarify to confirm understanding -identify what triggered the chat. Did we address it correctly and timely? -included all other concerns the customer needed help with ( this could stem from what they initially want to do -adapted and responded to customer cues ( urgency, knowledge)

*QUALIFICATIONS AND NEEDS ASSESSMENT ( APPLIED BOSS/BANT) Aria article for BOSS questions: https://aria.spa.hpcloud.hp.com/page/k-base/cat/3107/aid/5523

-looked for opportunities to sell HP products. opened windows to highlight and offer HP solutions ( asking question and how they will be using the product/ confirm budget as we have a lot of hp products) -asked for the top needs/must have features -confirmed budget and if the cx is willing to extend it -confirmed the timeline of purchase ( how soon will the customer need it) as we have ready to shipped, for customizable( build to order)

SOLUTIONS

-did the agent recommend the right product for the customer, and the answer their questions about it? discussed features and benefits fit to the customer's requirements. -efficiency. led the conversation towards a sale. did not waste the cx time by providing relevant solution. was HP financing discussed. -resolved/completed required processes within the chat. aimed first call/chat resolution. acknowledgement at the start is the guide to follow ( bullets/outline). we want to avoid repeat calls about the same issue and eliminate multiple transfers. -transferred to the correct department, if needed ( should: give the number/support site and hours)

HOW TO POSITION FINANCING

-While I’m looking that up, did you know that we are now offering financing at the HP Store? You may qualify for one of our deferred interest options. Can I tell you more?

SOLUTIONS

ID: 253 064 013 470 5 Passcode: WM6iV2ZP

(GROW THE SALE)

-was and upsell offered and benefits discussed with the customer? ( move the mix/step up model -did the agent attempt to cross sell by offering care packs and attach other items/accessories

EXAMPLE FOR GROW THE SALE ( PRINTER ON SALE SAMPLE)

-We have an amazing printer on sale that’s super economical, doesn’t need cartridges because it is refillable. Have you heard of our Smart Tanks? We can get you one today for as low as $189 and the ink that comes with it will last up to two years. That’s about $7 every month versus what you currently spend now to get ink or toner ($189/24 months).

( NEGOTIATE AND CLOSE)

-did the agent handle objections/provide rebuttals? ( did the agent attempt to know the reason for objection? May I know the reason for the hesitant? as we currently have better deals for you and we don't want you to miss it!

''If the customer said Walmart offer much cheaper'' I hear you! then provide the benefits and the difference of our product compare to other. highlighting the products and why they need to purchase it instead of delaying time. -did the agent attempt to close the sale -did the agent discuss the benefit of purchasing today?

it is important that we uncover the hesitation and attempt to offer something if the cx still don't want to purchase we can let it go and move forward.

-Here’s a sample rebuttal script for when a customer is leaning toward purchasing from a third-party seller:

I would like to give you the benefit purchasing from HP Direct. Aside from the one year standard Hewlett-Packard warranty, we have a 30 day return policy. While we offer a 30 day price protection policy from the date of receiving the product on select products; between the price you paid and the current HP.com selling price.

*Highlighting the promo//discounts. I want you to be able to take advantage of all of these fantastic features right away and not miss out. Let’s get your order booked today so that you can start using this sooner rather than later!” *

Engagement and Education

( CUSTOMER RAPPORT)

-did we make the cx feel good/valued? did we make the customer react positively to what we said? did the agent show empathy. -needs to be genuine. no need to say sorry all the time. there are ways to show empathy without saying sorry. to be followed with commitment to help. -recognized the cx situation, achievements, job/role ( heroes like servicemen/women. firefighters, teachers, doctors, military, etc.. loyalty to the HP Brand ( appreciate, congratulate, applaud for their efforts or what they keep doing for the community)

we can use power words like, amazing, perfect, awesome, ect. be appreciative, appreciate their loyalty.

''It sounds like you are really busy and have been researching this for awhile. I don’t want to see you wasting any more time researching. The sooner this ships out to you, the sooner you’ll be highly productive. No need to stay in a holding pattern researching this since it sounds like you need it now.”

ENGAGEMENT AND EDUCATION

-Did the agent ask if the customer is registered with HP account? If not, did they propose to do it? -did the agent discuss instant ink/HP rewards? if GS -overall education. were self-help options offered to prevent future callback/avoid follow up? -printing tips. one great tip I've learned to conserve

We can send link to check the status of their order.

We also have HP Rewards program and we have a limited time HP Rewards offer where you will receive 3% back in points towards an eligible future purchase in our store. The HP Rewards Program is free and I’ll even be able to give you $3 dollars off towards this purchase with sign-up.” https://www.hp.com/us-en/shop/LoadLoyaltyLandingPageCmd?catalogId=10051&userTyp=G&storeId=10151

Let me share our HP All-In Plan where you get everything you need for stress-free printing! You get a new printer, automatic ink delivery, plus continuous printer support. This simple subscription starts at $6.99 with 20 pages of printing already included. What’s great about the HP All-In Plan is pages rollover if you don’t use all of them. I'll send you more information through your email before our chat ends so you can go over it and see if it works for you!

-printer on sale offer- if the customer declined we can send the HP all in plan link to educate them about this plan.

ENGAGEMENT AND EDUCATION ( CONFIDENCE, TONE AND DEMEANOR)*

-Did we display a positive/can-do-attitude throughout the chat? we're we nice, pleasant, sounded and professional -focused on what will be done rather than restriction ( let me/us statements) -acted as the expert ( controlled the conversation) recommend options, took on the responsibility of communicating with other dept to resolved issues, and committed to providing updates via email/call, if needed.

COMMUNICATION

( LANGUAGE PROFICIENCY/ CHAT ETIQUETTE)

-No glaring grammatical issues. -understood by the customer without issues ( accent/sentence construction did not affect the conversation or change the cx mood) -adjusted verbiage depending on the type of customer ( tech savvy, novice/non-technical)

(PACING, DEAD AIR AND HOLD TIME)

-matched the customer's pace ( in a hurry, calm and relaxed, takes a longer time to absorb info etc.. -responses should be timely, not exceeding 2 mins -hold or wait time of more than 2 minutes is discourage unless the agent needs to seek assistance from support/TL- Should not exceed 2 minutes and agent should as permission from the customers.

NOTE: there's an 8 mins threshold to end chat if the cx is unresponsive.

CASE MANAGEMENT

(CASE DOCUMENTATION)

-did the agent follow the proper case documentation or sales docs? CTI-should relate all the cases -left accurate notes in Dynamics -proper dynamics case/opportunity creation and email logging ( including the transcript) -did not create a duplicate profile or case for the same

ZERO TOLERANCE PARAMETER

( FAILURE TO NOTATE WHAT TRANSPRED IN THE CALL) -no case documentation

(VERIFICATION)

( FAILURE TO VERIFY) -completed verification process ( asked at least 3 key information) prior to making any changes on the account or prior to releasing any account specific info. ask the mobile number, billing address, name -if the scenario does not require us to ask the cx for more info, then this should be tagged as N/A. ask for order number or email

PRE-SALES - ASK ALL THE INFO, includes the shipping address before we complete the order. THIS INCLUDES BOSS, RECOMMENDED PRODUCT. BEFORE WE PROCESS ORDER.

POST SALES - need verification for example they want to make a changes on their order. if the account unverified. '' we can just ask them to contact back once they're able to verify" then end the chat.

(SALES MANIPULATION)

-Discount policy adhere- use of discount/coupon codes just to be able to close the sale -Did the agent manipulate the sales to earn more incentives? -Unauthorized sending of e-vites ( instant ink and HP AIP) -example: agent is not allowed to process 20 items for bulk order. The agent will process 2 sets of order for 10 items.

(CONTACT AVOIDANCE)

CALL/CHAT AVOIDANCE -choosing not to answer the chat when it is our scope of support. -disconnected the chat prematurely without solution. -chat lingering-staying in the chat even after officially ended. -excessive dead air/hold time resulting to chat disconnection.

(MANDATORY VERBATIM)

-did the agent deliver the blue script? was HP financing and HP all in plan discussed? -did the agent inform the customer that they are sent an email with the CTO specs? ( email address should be verified; ensuring the customers in front of their pc to check his/her email)

(AGENT PROFESSIONALISM) rudeness -did the agent show rudeness or use offensive/sarcasm words/abusive towards the customer? -sounded argumentative

( MISREPRESENTATION OF HP) -disparaging remarks/comments about other products/brands/retailers