OR

Online: Indicates you're available to answer chats.

Away: Indicates internally to other agents that you're away from your computer. You can still serve chat requests when your status is Away.

Invisible: Allows you to sign in to the Chat dashboard but not be visible as Online. If incoming chats are broadcast to all agents, invisible agents can still see and accept chat requests. If incoming chats are assigned to agents, invisible agents cannot receive or accept chat requests. If all chat agents are invisible, the widget will not appear online to visitors, and chat triggers will not fire. This status should be used only when agent duty is over.
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2. Key principles of Live Chat Monitoring

2.1 Purpose of Live Chat

Note: All queries must be registered in ZenDesk (source: Live Chat). If the client’s contacts are not found in ERP/Salesforce, it should be passed to the sales Head of region for clarification.

Note: all relevant information should be gathered and added in the ‘user info’ tab in the chat table as shown below

In Zendesk ticket:

Live chat must be active Monday to Friday, from 7AM – 2AM (GMT +02:00) (EET) by 1st line. 1st line agents which are working the same shift should be online, which means that all team is on duty all the time. With his method, we reduced missed chat count. Chats are distributed fairly.

If the customer is contacting us when nobody is logged in into Live Chat (non-working hours) and an offline message* is received, it will be forwarded to all Vilnius 1st line teams to handle. There are two types of offline messages:

*Note: Offline messages are not going to be considered as a lead and are not going to be paid.

You may leave a conversation (close chat) if the customer does not reply for more than 3 minutes.

There is no possibility to get back to clients if contact details have not been provided. If contact information was provided - the registered ticket should be handled as a call or email from the customer.

New leads should be registered in Salesforce.

Please note that from 2023.02.27 we will be able to login to Salesforce account only by opening the page in Incognito mode and pressing the "Log in with Azure AD SSO" button.

NOTE: The password can be changed. However, if the password will be changed, please inform all related groups.

How to register Leads:

SF training. (Info on Leads registration from minute 6:00).

New leads are registered under owner “Technical Support” by default, therefore they need to be assigned to the respective Queue:

Lead source should be selected as a Live Chat.

Every chat is registered in the ZenDesk system as a Request by default. After lead registration in Salesforce, you need to change the Ticket Type to Lead before closing. If during lead registration in Saleforce you will see that it is a duplicate, the ticket type should be changed to lead and not be paid.

Short summary:

Quality lead information that needs to be gathered:

Bad Lead example (no company name, no contact details, only GMail email address without phone number): possibility to have a fake lead and there are no chances to progress with such a lead to actual sales.

Good Lead example (name, company name, correct email, phone number): it‘s easy to contact client for further collaboration with Ruptela.

Note: Always ask key questions and check if this can be a new potential customer.

Note: Drill down to know which product or solution the client is really looking for (hardware, software, or full solution).

If the visitor navigated the page, he will get the automated message “Hello! Thanks for visiting us. How can I help you? “. If the visitor received this message, ask the visitor‘s name and company name, then follow communication based on his question/concern. You can use one of the template sentences or create your own alternative:

If a visitor sent a message before the automated message was triggered, always say „Hello “and thank you for reaching out, ask his name and company name, then continue communication-based on his concrete question/concern. You can use one of the template sentences or create your own alternative:

Check if the company that the visitor represents is registered in the ERP system. If it is an existing client, follow the guidelines in chapter 5.3. Communication with existing customers.

If the visitor is a new potential customer, besides assisting with his concrete matters/questions, the following information shall be collected:

After all important information is gathered, you can use the following template sentence for response to collect contact information or create your own alternative:

If the lead (new potential client) has technical questions, please forward the lead to the Head of region for further management of the query: to check if someone in the team is already having contact with this client or continue speaking about our products for making sales.

Important:

✓ Do not forward visitors to get in touch with other colleagues by themselves (do not provide their contact information).

✓ Sales manager who receives the lead has to contact the client within 4 working hours (this is only for you to know, communication to clients - 1 business day).

Assist existing customers only on general matters/questions related to the company, products, technical specifics, etc. Do not discuss commercial information on live chat.

If the customer has questions regarding commercial matters, forward information to the responsible sales manager and asks him/ her to get back to the client within 1 business day. You can use one of the template sentences for response or create your own alternative:

If the customer has technical questions, please register the ticket in Zendesk by selecting source “Live chat” and proceed with standard issue troubleshooting and query management by continuing communication via Live Chat.

Important:

✓ Do not forward the client to get in touch with other colleagues by himself.

✓ Make sure the responsible sales manager gets information about the client.

Make sure you answered all visitors’ questions and completed related actions (forwarding information to sales, adding a marketing person in CC while sharing information about the lead, etc.)

After you answered visitors’ questions, always ask if there is something else you can help them with. Don’t leave the conversation until you are sure you asked all visitor’s questions for the moment or until the visitor confirmed he doesn’t have any other questions. Also, don’t forget to thank you for the conversation. You can use one of the template sentences or create your own alternative: