Chatting Away on Zendesk

Our website allows customers to message us directly through the chat feature on Zendesk. This tool allows customers to get quick answers (while avoiding phone calls) to their questions about pricing, billing, LMS accounts, branches, etc. Here is what you need to know about Zendesk chat. 

Accepting a New Chat Request

When a chat request has been sent by a customer it will notify you in the upper right portion of your screen under In queue. To accept a chat request, you only need to click the In queue button to automatically be redirected to a ticket window. 

Note: Note: Chats are not assigned to agents as with calls or tickets, but instead are accepted on a first-come-first-serve basis.

Once in the ticket window, you can respond to the questions of customers quickly and efficiently by typing in the chat box. After reviewing your response, click send. Try not to answer questions with a simple yes or no. Take the time to write out a detailed response.

This conversation will probably go on for a few minutes, and sometimes giving answers will lead the customer to have more questions. Be courteous as you respond to these concerns while trying to share what you know in simple terms. If a customer asks a difficult question, your co-workers and manager are available to help you.

As the conversation reaches its conclusion, you should keep your chat window open until the customer leaves. Once the customer has left, you can switch the ticket to Solved by clicking the drop-down menu in the bottom right corner of your window.

Work together with your department to ensure that chat requests are handled in a timely manner. Communicate with those around you about your availability and split up the work if multiple chat requests come in at once.