TABLE OF CONTENTS

What is a LiveChat?


LiveChat is an online messaging platform that enables real-time communication between customers and customer service agents. It’s typically embedded on FreshChat, allowing customers to ask questions, seek assistance, or resolve issues quickly and conveniently. LiveChat often functions like instant messaging, enabling swift and direct interaction.


Step-by-Step Process


1. Login to FreshChat

    • CX agent starts their shift by logging into the FreshChat platform.


2. Monitor Chat Queues

    • All incoming chats (AI, Bot, and Live) will be automatically assigned to the Live Chat view.

    • CX agent must monitor the following views:

  •         Open and Unassigned Conversations
  •         My Unresolved Conversations
  •         AI Agents & Chatbots' Conversations


3. Handle Incoming Chats

    For each incoming chat, the agent must:

  •         Send an opening greeting message within 2 minutes of the customer's inquiry sent
  •         Engage with the customer and respond to their inquiry promptly




4. Follow-Up After Inactivity

   If no response is received from the customer 15 minutes after your last message, send a follow-up message checking if          they are still connected for assistance.




5. Close After Prolonged Inactivity

    • If the customer remains unresponsive for another 10 minutes after the follow-up:

  •         Send a closing message
  •         End the chat session



6. Ticket Creation or Merging

    • Create a new FreshDesk ticket or merge the chat to an active, open ticket.

❗ Never merge chat conversations into resolved or closed tickets.


Final Follow-Up for Unresponsive Customers

 Ticket Example: https://mopio.freshdesk.com/a/tickets/55143


 Canned Message – Follow-Up for Unresponsive Chat:


    Dear [Customer's Name],

    

    Greetings from Mopio and good day to you!

    

    I’m dropping by to quickly follow up as I can see that you contacted our live chat support regarding [CONCERN].

    

    I’m just checking in to see if this has been resolved already. Since we haven’t received any further messages, we will be            closing this thread.

    

    Please feel free to reach out again if there’s anything else we can help with.


Special Cases – Escalations


If the chat was active and involved a request requiring escalation (e.g., address change, cancellation, delivery inquiries, or quality concerns):


7. Send a First Touch Email via FreshDesk

    • Inform the customer that the matter has been escalated.

    • Use a polite and professional tone to assure them we’re working on it.


Ticket Example: https://mopio.freshdesk.com/a/tickets/55125


Dear [Customer's Name],


Thank you for reaching out to us, and we appreciate your patience.


I wanted to let you know that we’ve escalated your request regarding [brief description of the issue – e.g., delivery status, address change, cancellation, product concern] to the appropriate team. We understand how important this is, and we’re treating it with urgency.


Our team is currently reviewing the matter, and we will provide you with an update to get this resolved promptly.


Should you have any further questions in the meantime, please feel free to reach out—we’re here to help.


Steps for Resolution Completed Within the Chat


1. Confirm Resolution with the Customer

    

• Before ending the chat, confirm with the customer that their concern has been addressed or their request has been completed.
• Once resolution is confirmed, inform the customer that a feedback survey will be sent to their email through a follow-up ticket. 


Example Script:

“I'm glad I could assist you today. Just to confirm, is everything resolved on your end?”
“Before I close this chat, could you please confirm your email address so I can create a follow-up ticket and send over a quick feedback survey?”
“Thank you! I’ll now proceed to close this chat. You’ll receive a short survey via email—your feedback really helps us improve, and we’d love to hear your thoughts.”


2. FreshDesk Ticket Creation

    • Create a FreshDesk ticket and merge the chat to the ticket. Provide a brief but clear summary of the issue and how it was resolved.


3. Send Closure Message with Summary and CSAT Survey

    Ticket Example: https://mopio.freshdesk.com/a/tickets/55276


    • Use the following response template to wrap up the conversation:


Canned Message – Issue Resolved via Chat


Dear [Customer's Name],


It was a pleasure assisting you today regarding [brief description of the issue, e.g., tracking your order, updating your address, etc.].


As discussed, your concern has been successfully resolved by [brief resolution summary – e.g., updating your address, confirming shipment details, processing a refund, etc.]. We truly appreciate your patience and understanding throughout the process.


I hope this helps! If you’ve got an extra minute, we’d be thrilled if you could leave your thoughts here too: https://www.amazon.com/hz/feedback 


It would be fantastic if you could mention the name of the Customer Experience Specialist who assisted you— [CX agent's name who provided the resolution]— it would mean a lot to our team! Every bit of feedback (especially yours!) helps us make sure your next experience is even better. 


We’re grateful for your trust and look forward to serving you again. 


4. Close the Ticket in FreshDesk

    • After sending the message above, mark the ticket as Resolved.



Tips & Tricks


  1. Before going for lunch, please ensure all active chats are cleared.
  2. Post a screenshot confirming zero active chats in the US Mopio Teams channel before you step away.
  3. If a chat comes in during your lunch break:
  • Respond to the chat immediately after returning from break.
  • Once the chat is converted to a ticket, add a note stating: “Response delay on [date] at [time] as CX was working alone at the time.