• Use proper hold procedures
  • Canned response ‘generic_OneMoment’
• (If applicable) Offer alternative products or solutions
• Send chat closure
  • Canned response ‘generic_ anythingElse’
  • After customer replies, use ‘generic_endSessionPositive’ or free form an appropriate closing statement reflecting your interaction with the customer.
• Check LiveHelpNow for any inquiries that were dropped and sent to customer service box

Misc. Service Requests:

• Place order via chat
  • Purchase order – allowed
  • Credit Card – ask customer if you can call them DO NOT ASK THEM TO CALL 800 # Explain to them that for their security, we are not able to take credit cards over chat. Let them know they can either contact us directly or we can call them to get the credit card number.
  • Customer does not have a qualifier to link their account to the web, and they would like to place an order for hazardous or restricted items, we can offer to take this order for them. You will need to Google and make sure they are a valid business. If the item states no personal payment, you need to verify the credit card is their business credit card.
  • Large order – ask customer if they would like to email or you can call them to place the order with them, just explain it may take a long time to process via chat.
• Product information
  • Call department first, if no one is available offer to email the department for the customer, for living send to living_tech_support@carolina.com
  • Obtain customer name, email, phone number and description of inquiry
  • For inquiries on other products that are nonperishable, you may need to send the chat transcript to product@carolina.com
  • To email a copy of a transcript you must select the envelope and type in your email address. Do not just email the department directly, email a copy of the chat to yourself and then forward it to the department.
• Quotation
  • Offer to place the quote in the system for the customer. If they have all their items in a cart, then you may instruct them how to send that list over to quotations@carolina.com or you can sign in to Carolina.com and impersonate the customer to view the items in their cart to start the quote.
• International order
  • Send the canned response for the international sales department. That also goes for quote requests that are going to be shipping or billing internationally.
  • If the order is going to Canada, you can send the Canada_MerlanScientific canned response to provide them Merlan Scientific’s information.
• Frequently used Chat Tools                    
  • Starting from left to right:
  • Canned Responses
  • Transfer Chat (used to transfer chat, person must be online for you to select their name)
  • Instant Translation (used to translate chat into another Language)
  • Spell check (should automatically kick in when sending response)
  • Email Transcript (used when follow up is needed)
  • Terminate Chat (used to end chat especially after a 2-minute time span of no response from the   customer)