NEW CHAT FLOW

NEW CHAT FLOW Hi there xxxxxxxxx! Welcome to Instant Ink Live Chat Support. This is Jessie at your service! How are you doing today? I understand that you are frustrated about your ink issue, xxxxxxx. Don't worry, you have me now and I'll make sure to provide the best possible solution for you. I understand how important it is to get this straightened out. Don't worry, you have me now and I'll make sure to provide the best possible solution for you. I understand how important it is to get new inks delivered to you. You don’t have to worry you have the right person here today to resolve your issue. I understand how important it is to get this straightened out. You don’t have to worry you have the right person here today to resolve your issue. Give me two minutes to pull up the account first. Let me go ahead and help you with updating your billing information. Give me two minutes to pull up the account first. Let me go ahead and help you check what happened. Give me two minutes to pull up the account first. It is very unusual that you did not receive an automatic shipment as this is not the promise we made. You don’t have to worry you have the right person here today to resolve your issue. We really appreciate that you contacted us since we don't have a way to know if the ink we sent get lost, misplaced or you didn't receive it and it's not your fault. *Acknowledgement statement if positive response and issue is identified: I’m glad to hear that! To confirm, you’ve contacted us because you're having an issue with xxxxxxxxx I appreciate the time and effort you’ve put into this. You don’t have to worry you have the right person here today to resolve your issue. I appreciate the time and effort you’ve put into this. Good news! You are speaking to the right person. :) Let me help you find a resolution today. *If the customer response is negative and issue is identified: I hate to hear that you are not doing [mirror the customers feelings]. Since I am an expert with Instant Ink, I am going to help turn this around for you. examples: "I hate to hear that this has frustrated you." "I hate to hear that this has upset you." "I hate to hear that you are not doing well." *Acknowledgement: If the issue is unclear, but the customer is doing well/fine/great: I’m so glad to hear that, (Customer's Name). Our goal is to resolve any issues for you today. How can I help you? I’m glad to know that you’re doing fine, and I appreciate you contacting us regarding (paraphrase the customer’s concern). You don’t have to worry you have the right person here today to resolve your issue. *Security Verbatim First, please read this security disclaimer. First, for your privacy and security, please DO NOT send your full credit card information through our chat or email. For your privacy and security, please DO NOT send your full credit card information through our chat or email. *Transition Statement | Transition to ASKING PROBING QUESTIONS Also, I just need to ask a few questions so we can get this taken care of quickly for you. Also, I just need to ask a few questions to verify your account and we will get this taken care of quickly for you. As we get started xxxxxxx, I am going to ask some questions to verify your account and we will get this taken care of quickly for you. As we get started xxxxxxx, I am going to ask some questions so we can get to the root cause of the issue, and we will get this taken care of quickly for you. For verification, can you please confirm your: 1. Complete Shipping Address 2. Email Address 3. Phone Number May I have the serial number of your printer? This is usually found by pressing the (?) icon at the printer's front panel or on the sticker at the back of your printer that starts with TH, CN or MY. Talk about the customer’s concern. Make sure to ask RELEVANT probing questions. Use eShooter or WISE document: We might need to do a series of troubleshooting to solve the problem. This may take roughly 15-30 minutes. Do you have the time to perform it with me? Let me help you enroll the printer. We might need to do a series of troubleshooting that can take roughly 15-30 minutes. Do you have the time to perform it with me? Checking here, it seems that the inks we sent you last -- has not been installed yet, reason why the system is not yet processing a shipment for you. Upon checking your ink usage report, you're still using the ink that was sent last xxxxx. It seems that the inks we sent you last xxxxx has not been installed yet, reason why the system is not yet processing a shipment for you. Were you able to check your drawers/places where you usually store your inks or if someone from your home received the shipment? Don't worry, if you cannot locate it. We'll be gladly to process a new one. Were you able to check your drawers/places where you usually store your inks? Don't worry, if you cannot locate it. We'll be glad to process a new one. We understand that you do monitor your ink but for some reason we don't have a way to know if the ink we sent get lost, misplaced or you didn't receive it and it's not your fault. No worries, I will override the system and manually process a new shipment to get you back on track. We'll tag the previous shipment as lost and I'll send you a new one as soon as possible to get you back on track. Normally, shipments are sent under STANDARD delivery that takes 4-10 business days to arrive, but I will expedite the delivery under EXPRESS that will only take 2-3 business days, free of charge. How does that sound? A notification will be sent once tracking information becomes available. To check the tracking details, just sign in to your Instant Ink account (www.instantink.com) and go under "Shipment Tracking" tab.?? And if you did not receive it, contact us right away so we can reprocess the shipment. In the future, if you think your printer is out of ink and you don't see any upcoming shipment as well as if you encountered any issues like blank pages, faded/streaky printouts or an error message you have to let us know so we can manually replace the cartridges for free. *STRONG EMPATHY – Based on the customers’ concern. [IF NEEDED - if the customer continues to describe the state they are in as negative] It's truly understandable for you to feel this way, (Customer Name). No good words are enough to lessen what you feel and trust me I'm with you on this. I won't let this session end without a concrete solution for this. I’m also a customer and I get why you’re feeling that way. You have me right now and I won’t let this session end without resolution. POWER CLOSING: *Recap and Additional assistance Thank you for your time and patience. You contacted us today about xxxxxxx and we were able to resolve this by xxxxxxx. Thank you for your time and patience. Just a recap, you contacted us today about your inks and we were able to resolve this by sending a new shipment. Thank you for your time and patience. Just a recap, you contacted us today about your black ink and we were able to resolve this by sending a replacement. Before we end the chat, do you have any other issues or concerns that I can help you with? Aside from the issue with your ink that we've already resolved by sending a new shipment, do you have any other issues or concerns that I can help you with? Aside from the issue with your ink that we've already resolved by sending a replacement, do you have any other issues or concerns that I can help you with? Aside from the issue with your xxxxxxxxxx that we've already resolved, do you have any other issues or concerns that I can help you with? Appreciation and Loyalty Statement OLD Customer I just want to thank you for being a part of our Instant Ink family! ? Can we now close this case as resolved? I just want to thank you for being a part of our Instant Ink family since xxxxxxx! ? Can we now close this case as resolved? NEW Customer I just want to welcome you for being part of our Instant Ink family! ? Can we now close this case as resolved? I just want to thank you for being part of our AWESOME Instant Ink family! ? Can we now close this case as RESOLVED and put you on my happy and satisfied customer list? Other Closing Spiels You are totally awesome! ? I’m glad everything has been addressed and resolved for you today. Please feel free to contact us again if you need help. We’re definitely here for you. Or Alrighty! Please do me a little favor and check your email as I will be sending you helpful tips and tricks regarding your account. ? Also, please do me a little favor and check your email as I will be sending you an email regarding this matter and some tips to manage your account. THIS IS ALSO AN ASSURANCE THAT EVERYTHING IS RESOLVED. Thank you! ? Final Closing SPIEL Great · Make your customers feel that you want to help them · Make sure to show your FUN PERSONALITY on your chat! · Insert HAPPY WORDS like YEHEY! Or *HAPPY DANCE* on your chat to make it more humanized. · DO NOT HESITATE TO ASK L2/TL IF YOU ENCOUNTER ANY DIFFICULTY ON YOUR CHAT · When you receive a chat, YOUR GOAL IS TO MAKE IT A PROMOTER CHAT! STRONG EMPATHY – Based on the customers’ concern. (IMPROVED!) It's truly understandable for you to feel this way. No good words are enough to lessen what you feel and trust me I'm with you on this. I won't let this session end without a concrete solution for this.