Main > SCA Proc > Live Person Instructions

Main > SCA Proc >Live Chat

Live Call Instructions

Live Chat Hot Keys.xlsx - Live Chat Hot Keys Chart

Live Chat Transcript.docx - Sample chat transcript

Live Chat Reference Card

Active Listening

Live Chat Training To listen to the live training meeting: Gather Place Link

Live Chat Issues

  • Spammers: If you are in chat and get hit by a spammer or someone who is being vulgar feel free to immediately end the chat. Also, copy the chat info (including IP address – that whole page on the right) – and send it to me immediately – or if I’m not there to Judy. We have the ability to block the user by IP address – and to find out if it is a customer of ours or potentially a student on our student forums.

Chat Stats

LivePerson Manual

Live Person Chat Quick Instructions

  1. Log in
  2. Be sure you are in Website view
  3. In settings –
    1. change to NOT ring whenever someone enters the site [File > Settings > Sounds > Select type of sound event > New Visitor entered the site > click Disable]
      • this sounds like a doorbell every time anyone visits any page on the website with a chat icon (not just your skill set)
    2. I have incoming chat [under the sound tab > Select type of sound event > Incoming chat] set to play the sound 6 times so I for sure hear it!
  4. Skill set – this is the ‘group’ to which you are assigned
    1. Forum team
    2. Advisors
    3. Sonia
    4. Ascendo – CR

Chat specifics

  1. When a customer clicks on the chat button in your skill set it sounds like a phone ringing
  2. Click on Take (should be flashing)
  3. Chat sequence (Use Canned responses – labeled as # below)
    1. Click on Advisor
    2. Select #Intro
    3. You can see customer contact info entered by customer on the right, info section
    4. capture contact info for SCA Contact List
    5. Look to see if customer is typing (lower right of screen)
    6. After customer replies, click on #Promise of help, use Active Listening quick replies as appropriate
    7. Tell the customer when you are going to look for something that it will be a minute or two before you return
    8. Keep your responses to one or two sentences
    9. they need time to read one response and respond before you respond again
    10. Push a page
      1. Tell the customer before you ‘push’ a page – it opens a new browser window on their computer
      2. Don’t link to pdf page – if they have old Adobe it won’t open
      3. To push a page click on the two web page icon
      4. Paste in the url
      5. Hit return
    11. After issue resolved use #Final offer of help canned response
    12. If customer has no other needs use #Closing
    13. Usually they respond with a short ‘thank you’, etc., use your own personal ending – ‘Have a nice day’, etc.

Settings for Live Call (11.14.07)

Click on:

  • File
  • Settings
  • Internet Connection
    • How are you connected to the internet?
    • Dial-up will not work
    • ADSL/Cable/ISDN will