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Chat Support Process

Chat Support Process

Owned by Janaki Silva (Unlicensed)
Last updated: Apr 22, 2024 by Deanna Collia

This is a process document for anyone supporting our users via our chat program Olark.

Chat Hours

Chat hours are: 

Monday-Friday 6:00am - 8:00pm PT

Chatting for Agents

To log into Olark please use your own login information.

After logging in, click on the "Launch Chat" green button on the top bar.  This will open a new window where you can receive new chats with customers.

If any agent is online, customer users with access to the chat support functionality will see a chat box on the bottom right of the application, and will be encouraged to chat with an EverBright agent.  

Before beginning a chat they will be required to enter their name, email and optionally a phone number.  Please note that these are manually entered and are not guaranteed to match who they are logged in as.

The moment a user clicks "click here to start chatting" a new chat will appear with all of the entered information, as well as the page that they are currently viewing on Sighten.

  • The user is not required to enter the name / email information if they entered it in previously.  If users share logins, this may mean the name / email you have is not them, therefore you may want to verify quickly
  • This information may expire and they will have to re-enter eventually

New inbound chats should receive immediate response from the chat agent (within 60 seconds of the chat opening).

Begin with a greeting and offer of assistance.  Determine nature of issue and navigate to the page customer is on if appropriate.

For simple user questions or problems that are based in user error, provide prompt and polite answers directly and/or through linking user to Confluence article(s).

Add tags to chats:

  • Add an EverBright tag if the chat is related to an EverBright related project or financial project
  • Add a minimum of 1 platform area and 1 resolution type to each chat
  • Add the tags at any time in the chat, as soon as the topic is clear, so that in case the chat is cut off by the customer the tag is still attached to the chat

https://docs.google.com/spreadsheets/d/1SoJZpqHKIz2LHjXvbb3gzh_ryH4uPrYKEZV_SWbAk3Q/edit#gid=0

If question is more in-depth, acquire complete information from customer (details of technical issue or full information on requested configuration change such as spec sheet for new equipment), let the customer know you will create a ticket for their issue and that someone will follow up with them.

Configuration Requests:

  • If the customer has a configuration request, including document, workflow, finance product, equipment, or any other data update please collect all information possible from them via chat first.
  • This includes equipment spec sheets, word document for contract updates, links to data on incentive update information, etc.
  • For general information on what information is needed for each ticket type, see this article.

Development Tickets (Bugs, Feature Requests):

  • If the customer is reporting a bug, or feature request, collect all necessary information to complete the development ticket over chat. 
  • For general information on what information is needed for each ticket type, see this article.

Wrapping Up the Chat

In order to end a chat, complete the following steps:

  • Re-state any next steps (e.g. I'll create a ticket for this issue and someone will follow up), and ask customer if there is anything else to assist them with and if they are satisfied. 
  • Type !end or close the chat window, triggering an offering of sending the transcript and a satisfaction survey to be sent to the customer
  • NEW: All chat transcripts will be sent to Jira after the interaction ends.  Please process that ticket as follows
    • Navigate to Service Desk and find the service desk ticket created
    • Subject Line: Update the ticket subject line to be relevant to the question asked in the ticket
    • Description:  Update description to describe conversation and request
    • Update "Job URL" with "The visitor was on this page:" value
    • Phone Number: If phone number is provided, update in ticket
    • Organization: Update the org of the person you chatted with
    • Assignee: Assign ticket to yourself 
    • EverBright: If the inquiry was related to an EB project or financial product, mark the LABEL FIELD with EB
    •  Resolution:
      • If the ticket was resolved during your chat -
        • Do not add the customer as requestor nor include their email in request participant
        • Ticket can be closed right away.
        • Channel field should say chat only
      • If the inquiry needs further follow up, further resolution:
        • Add the customer's email as requestor
        • Send the customer a note to let them know you're working on it and will respond when you have more info
        • Channel field should reflect both chat and email

If a user leaves the page before you can create a ticket:

Sometimes you will need to create a ticket for follow-up, but the user will leave the page before you've been able to input the "!jsd" command:


In that case, you will need to email a copy of the transcript.  Click on the transcript link: 

The transcript will open.  Near the top, click "Options" → "Email" and email the transcript to "support@sighten.io".

In the Jira Support queue, find the ticket that was created.  Cut and paste the description (the transcript) into an internal comment.  Copy the transcript URL and also add it as an internal comment.  Edit subject, ticket type, reporter, and company as appropriate for the ticket.  Then assign as normal.


Offline Chats

During times where no agents are available to chat, users will still see the chat box.  The language and icon will indicate that the help will be email support, and when they open the chat box, they will be able to navigate directly to the knowledge base or submit their information, a question, and submit an email that will be emailed directly to the support@goeverbright.com email to create a normal support ticket.

When receiving a support ticket through this method, the email entered by the user will be in the subject line and the end will be "wrote you a note via Olark"

Updating ticket:

  • Reporter:
    • Update the "Reporter" field to be the email in the subject line of the ticket
      • If email is not a Service Desk customer it will not let you use it as the reporter.  To add the email as a customer go to https://sighten.atlassian.net/projects/SS/customers and click Add customer on the top right and add the email as a new customer
      • Choose the organization in the email domain, if it exists.  If it does not, leave the organization blank
      • Uncheck Send portal invitation checkbox
  • Subject Line:
    • Update the ticket subject line to be relevant to the question asked in the ticket
  • Organization
    • Change the organization to be the organization of the "Reporter"
    • If this is unclear by the users email, you can potentially determine this by clicking on the page the visitor was on before 
  • Update "Job URL" with "The visitor was on this page:" vlaue
  • Phone Number: If phone number is provided, update in ticket
  • Status: Ensure the status of the ticket stays as "Awaiting support" 
  •  Description:
    • Move all information in the ticket description above the straight line into an internal comment.  This is very important, as this will be included in all future communications with the customer, and the information is not intended to be public (although not harmful if left on accident).
    • Example: In the description below, remove all information remove all information except "How to put together an offline support ticket"

Missed Chats

If you miss a chat, you will see the missed chat when you return to the Olark site.  The full chat and information is available in the transcripts and appears with a red X over the chat icon, indicating it was a missed chat.

Please reach out to the user immediately

  • Send an email to the user (email in the chat transcript)
  • cc support@sighten.io to ensure a support ticket is created
  • Email content:
  • Go into the support queue and update the following fields
    • Reporter
    • Organization
    • Assign ticket to yourself
    • Change status to "Waiting for Customer"

Resourcing

Chat support will be active 100% of the full support hours.

Secondary Support:

If you need to be offline at any time during for a break, lunch or any other time off: 

  1. If there are any other full support team members allocated to be on chat at the same time, please ensure they will be online during your break.
  2. If there are no other support team members scheduled to be on chat at the same time, please notify your supervisor that you will be unavailable and they will help to find a backup.

Tips & Tricks

Useful Chat Commands

  • !tag TagName adds a tag to the chat for categorization. Chats should have at least one tag.  List of tags here.
  • !jsd Creates a Jira ticket (stands for Jira Service Desk)
  • !end Ends the chat
  • !transfer or !transfer @agent-name Transfers the chat to another agent.  !transfer makes the chat an open chat that any agent can take.  !transfer @agent-name transfers the chat to a specific agent.
  • !send or !send emailaddress@fake.com Emails the transcript.  !send emails the transcript to the customer.  !send emailaddress@fake.com emails the transcript to whatever email address is entered.

Searchable Transcripts

Not sure how to answer a question? Certain you answered this question for another customer? No problem, all chats are recorded and are searchable by all agents.  

  1. Navigate to https://www.olark.com/transcripts/
  2. Search for keywords, for example : lunch
  3. All chats with the keywords appear in the list, and can be read by the agent for quick information to be used for current customer questions!

Chat Windows

  • Do not open chat in multiple browsers.  If you try to end your time as an agent by closing a single window, you will still be online in other windows.  The system will automatically turn you off if you have not responded to a chat for over 5 minutes, however this will be a poor experience for a customer.
  • If you prefer to have desktop notifications or a desktop version of the application, you can have both of these to ensure you are notified as quickly as possible.

Actions & Shortcuts

  • On the left of the chat entry for agents, there are shortcuts to specific actions such as ending chats (!end) which triggers sending of transcripts to customers and other events.
  • In the user settings, you can add keyboard shortcuts to be used by the entire team for chats that are used very often