Session Start (user1:user2): Fri Apr 01 2005  user2: ping  *** Auto-response sent to user2: My hovercraft is full of eels. Just as apps once were the hot new thing that would solve whatever problem you had back in 2009, now we're moving into the age of chatbots. With chatbots, there's no more long waits on hold to talk to a person on the phone or going through multiple steps to research and complete a purchase on websites. They're using chatbots to contact retailers, get recommendations, complete purchases, and much more. It's ridiculously easy to order pizza with the help of chatbots.
Customer service training is the most important part in achieving these goals.
Quite often the service agents fall into one of the two extremes: either their greeting is too short and informal, or too long and formal, both of which betray the lack of respect and concern for the customer.
Examples of how chat transcripts are marked up currently, with the idea of moving towards a microformat for marking up logs/archives of chat sessions (IRC etc.) that are posted on the Web. Kevin Marks: usually it is quantised to seconds Kevin Marks: and it is time the msg was received Tantek: but the second they started typing or pressed return?
Below are some guidelines on how a service agent can best handle the major key points in a live chat conversation. It may sound very basic, but actually not everyone does it right.
Greeting is important, as it sets the tone for the whole conversation.