This document provides tips and best practices for agents communicating with customers via chat. It emphasizes being courteous, avoiding jargon, explaining links, allowing the customer to end the conversation, and asking proactive questions to guide the interaction while keeping responses short. The goal is to provide helpful, professional assistance to customers in a timely manner.

2. •Customer preference
•Teaches customers self-service
•Immediate way to assist customers
•Increases productivity
•Cost saving

3. Phone:
One Call At A Time
Agent Phone Metrics:
AHT – 7 Minutes
Abandonment – 6%
CPH - 5
Output:
Average daily calls - 40
Chat:
Three Interactions At A Time
Agent Chat Metrics:
AHT – 7 Minutes
Abandonment – 3%
Chats Per Hour - 15
Output:
Average Daily chats - 120

4. Be Professional!
Humor is tricky in written form.
The customer may even initiate it.
But it is too difficult to distinguish between anger, sarcasm,
and simple teasing.
Avoid Jargon
Jargon, abbreviations, and slang look unprofessional.
The customer may not know internal or external jargon.
It’s an easy way to confuse a customer.
Even if the customer uses jargon, you shouldn’t.

5. Use Canned Responses Wisely!
Overuse will make you sound like a robot.
Most customers will know when they’re getting an all-purpose
response. That’s not why they chose chat.
Ensure every canned response is relevant.
Always Be Well Spoken!
You and AM3 are judged by how you communicate.
Use proper punctuation and capitalization. NEVER USE ALL
CAPS!
Spell check and review before sending.

6. Always Be Courteous!
Keep your chats and responses short and sweet.
Allow the customer to respond before asking more questions.
Don’t ramble and do ask pertinent questions.
Reference the question you answer if there’s more than one.
Please Be Patient!
Many customers will not type as fast as you do.
Let the customer respond however is most comfortable.
Chat is about the customer’s issue, not winning some
imaginary chat race.

7. Ask Proactive Questions!
Customers don’t know how to drive a chat, so you’ll have to.
One of the keys is to take unnecessary chats out of the picture.
If the customer asks, “Do you have DVR?” Respond and ask,
“We have HD and SD DVR. Which one would you like?”
Explain Links!
Do not make the mistake of thinking everyone is computer
literate. Explain links you send.
“I’m sending you a link. Please click on the blue, underlined
words. This takes you to our website, where you can…”

8. Think Before Hitting Enter!
Emails may allow you to recall before anyone reads it, chat will
not. Once it’s out there, it’s out there.
Too often, there is damage done because someone didn’t
think about how their responses could be taken.
Let The Customer End It!
Always allow the customer to initiate the end of the
conversation.
You may find that the customer has additional questions.
And always wait for the customer to respond to your goodbye.

9. Right:
You’re late
Your car
There it is
Their home
They’re funny
Too much
To the boat
Wrong:
Your late
You’re car
They’re it is
There home
Their funny
To much
Too the boat

10. Common Comma Errors!
It’s used to separate items in a list.
It’s used between two independent clauses along with a
conjunction.
It’s not used every time you take a breath.
Subject/Verb Agreement!
A singular subject needs a singular verb. A plural subject needs
a plural verb.
Two singular subjects connected by either/or and neither/nor
require a singular verb.

11. Should You?
Should of actually sounds right because we’re colloquially
replacing a contraction, but it’s actually should have.
So, should’ve and could’ve are should have and could have,
not should of and could of.
Apostropheses’s!
Adding an “s” to the end of something doesn’t make it plural.
Think of your bum. If it were dragging an “s”, it wouldn’t make
it two bums. It’s all about possession.
See? If it were dragging an “s”, it would be your bum’s “s”.