We areusing yo communicate with customers and writers:
Programcalled Xlite is used to make and answer all incoming calls forall websites (clients and writers). We have different websites(bestcustomwritting.com, wiseessay.com, theessays.com,qualitywrites.com) and different phone numbers are associated witheach of them.
Thereare different phone lines for each website, that`s why, whiledialing customer/writer extra attention is required and format forcalling is:
X digits of phone number,
where X – is prefix used to indicate the website. That means whencall should be placed to customer of BCW – “2” should be dialedbefore the customer`s phone number. If customer placed order on WE -“3”, if TE- “4” and if support agent wants to call writer “5”should be used.
Digits of phone number include country code.
Thedialing combination for Ukrainian number 050 1234567, which iscustomer of BCW would be: 23805012345678.
For example, on the picture at the left support agent plans to callcustomer of WiseEssays.com. It`s seen from the first digit 3 therest is phone number.
Presenceof symbols “)” or “-” does not affect the call so number canbe directly copied from the customer`s profile as it is.
A tthe next example support agent plans to call writer – first digitis “5”. Number is copied from profile which can be seen at theright (violet field).
When incoming call is coming to the system, caller`s ID and websiteperson is calling to is shown by abbreviation BCW =BestCustomWritting, WE = WiseEssays , TE = TheEssays, QW =Qualitywriters.
On the example is shown history of incoming calls, first 3 calls weremade to QualityWriters, next one to BestCustomWritting support line(there is also billing line), next to WiseEssays support line etc.
Customerscan initiate a conversation with support by using chat form. It canbe found at the right bottom of the screen on bestcustomwritting.comand wiseessays.com. It`s very comfortable and efficient way forcustomers and support to communicate and resolve issues. Support iscontacted on numerous occasions during the day so any new agentshould get used to the system and navigation in the chat.
To loginto chat as support go to zopim.com and use login credentialssent in the email. After dashboard is loaded you will be loged in toBCW chat. The screen you will be seeing is shown below. Always checkthat your status is Online.
Chatfor Wiseessay.com needs to be open in different browser. In order toavoid confusion in the future (which chat is opened in which browser)it`s better to take as a habit and keep Chrome for BCW chat andFirefox for WE.
Shortinformation about menu:
Home – home of the dashboard, as on the picture
Visitor list – here you can see visitors on the website, what page they are currently reviewing, BUT you can`t initiate contact with them.
History – all past chats can be found here. It`s very helpful to review them during first days to see the types of request support handles and commonly used responses.
Settings → Personal – you can play with Personal Setting, for example, change notification sound of new message or incoming request.
Other agents – other agents that are online with you. It doesn`t necessarily mean that this person is working, refer to shift schedule. But all who agents that are currently on duty should be listed there with green circles near their name. If you notice absence or grey/yellow colour – notify in Skype this agent about the problem.
In thehistory shown below you can see offline messages (in a greenframe) – these are the messages customers leave to support whenthere is no one to take the chat. You can easily identify them bymissing responded agent (first 6 chats have “-” in the agentcolumn). At the right side of the screen you can see message customerleft and contact details. All offlinemessages should be answered (if possible). Make sure tocheck in the email history if they were already replied by previewagent on the shift that day.
Incomingactive chat request appears in the left bottom of the window, youshould also hear sound (that depends on the settings). To answer therequest just click on it and you will be transferred to the messagewindow. It`s normal to be chatting to several different clients atthe same time, select tab for navigation (bottom of the screen).
always be polite. Start and finish chat with greeting
never mix up the site, often you will need to give link to order form, make sure you are giving link to correct web-site (for client in BCW chat give link to order form on BCW website)
respond in timely manner. If you know you will need some time to respond, investigate the issue – notify customer about that “I need to review your issue, please give me 2 minutes to do it”
when you don`t know how to handle the request inform customer that you need to consult with your manager/supervisor. Ask customer who he/she prefer to be contacted by email or by phone.
Email, Voice mail (VM), Fax
Emails,Faxes and VMs can be accessed from the main page of the system, rightpink block communication, select Emails.
All emailsand VMs should be answered (if possible). If VMs requires a call backto customer and you are on the shift during invalid time for a call,send email to other support agents regarding customer`s request.
Notchecked emails appear in bold. All mail sent toall websites end up in one inbox. Three columns show from whom emailis sent, to whom (which website) and subject line.
Most ofthe incoming emails can be classified:
quotation requests from clients
emails from writers
complaints from customer – order should be put on investigation “Quality issue”. Further info in the investigation part
customer sends additional materials – materials should be transferred to the order and support agent should reply to customer that files were received and passed to the writer
customer/writer report problem with account.
To sendemail to customer use “Compose new” button (top right part of thescreen). Make sure to check website customer is register on andselect correct outgoing address in the field from. At the bottom ofthe new email page you can see templates. If you use Insert button itwill replace with the text of the template what`s already written inthe message field.
Faxes should be reviewed as they might contain private informationthat shouldn`t be discloses to writer (customer`s name, phone numberetc). The order number should be written on the first page. Afterremoving (wherever it`s possible) private information of the clientsupport agent should add fax to the additional files of the order. Itmight be useful to message customer informing fax was received (thatmany pages).
Voicemails can be found under the voice mail menu (shown on the picture). To listen it download the file (Button View)and open using any media player.
Messages can be sent to writers and clients using the message system.Whenever recipient receives one he/she is being notified by emailthat new message was received.
Each order has it`s own message thread, so all communicationregarding one order should be done in the relevant thread. Writershave possibility to address general issues using “Common messages”to different department (Support, HR, Financial and QualityDepartment). Order issues should never be discussed in the commonmessages.
Messagesbetween writers and customers also need to be monitored by support.
All new messages appearing in the Communication block under Notchecked messages and Not OK messages (CS<=>WR).
Differencebetween “Not checked” and “Not OK” messages
Messagesbetween customer and writer including revision requests with smallexception (about it further) are categorized as NotOK.
Allmessages addressed to support (from writers and from customers), allsurveys filled by customers as well as all messages between customersand writers containing prohibited information appear under Notchecked messages.
Byprohibitedinformationis understood any message containing money sign, numbers, email andwebsite address, words that point to numbers, payment etc. Forexample message: “I paid for this order $30” sent from customerto writer will be considered by system as one containing prohibitedinformation and will appear under “Not checked”. Same timemessage from customer “My email is [email protected]”will be considered by system as prohibited as well. Messages markedas ones containing prohibited information not always actually containit. For example customer might want to share with writer his loginand password, so writer can access school library and it`s commonthing that logins are school email addresses and passwords containnumbers (they will be marked by system as one containing prohibitedinformation), yet such message should be visible to writer. It`sworth mentioning that timeto time system doesn`t detect message with prohibited information andso support agent should always review all message and use her/his ownjudgment.
Example shows 4 new Not checked messages and 1 new Not OK message.To see the list of new messages – just click on the red number –it`s a link and the table shown on next example will be seen.
Numberin the column “Not OKmessages”indicates amount of not checked messages in the thread and isdirectly a link to the thread.
U ncheckedmessage in the thread can be easily identified by status “No”in the column “OK”.
In columns From and To is indicated who sent the message and to whom message was sent (in the shown example for not checked message: from Writer to Customer).
Date – time and date (in Ukrainian time zone) the message was sent.
Text field contains message itself.
In the column Readmessage can have status Yes or No and indicates whether messagerecipient has read the message or not. If cursor is brought above theyes statement exact time can be seen (example: Jan 24, 2015 08:27 –this is Ukrainian time, that is important to remember whencommunicating to writer or customer as they are living in thedifferent time zones).
Inthe column Checkedmessage can have status Yes,Noor Hide. All messages that appear under the menu Notchecked messages by defaulthave in this column “No”.After the message is reviewed it should be decided by support agenteither to change it status to Yes(in case it addressed to support or doesn`t contain any informationthat customer or writer shouldn`t see) or Hide (in case recipient ofthe message by different reasons should see it).
Tochange the status of the message Editbutton should be pressed (last column) and then Yesor Hide selected from the drop down menu. Following examplesillustrate the process:
In the column OKmessage can have status Yes,or No.All messages that appear under the menu Not OK messages by defaulthave in this column “No”.After the message is reviewed it should be decided by support agenteither to change it status to Yes.Todo that same steps should be followed: Edit,from drop down menu in column OK select Yesand press Save.
If message contains prohibitedinformation which was not detected by system, status of such messagein OK column should be still changed to Yes, but status in the columnChecked changed to Hide.
Writinga message to customer or writer
To send a message to writer or customer same principle is used as inwriting emails.
In the field select to whom message is addressed (Customer or Writer) and part of the message will be automatically filled in (greeting and signature).
In the field either type in message or use any from templates.
Field topic by default is filled with “You have got a new message”. It can and should be changed in case of urgent, specific inquiry to highlight attention of the email receiver. For example support agent can type “Urgent!” or “Attachment is missing” etc.
When message is typed and is ready press Add new.
At this stage available templates should be reviewed. Specialattention should be paid to Order problems category.