(Business processes) Chat with customer

Process: Chat with customer

Flow

Legend

Description

Allow Customer Service Representative to chat with customer through Instant Messaging.

Objective

The objective of the process is to solve customer problem by exchanging instant messages between a Customer Service Representative and a customer.

Features

-- Customer Service Representative can see the Web page that the customer is browsing

-- Customer Service Representative can requeue the request into a different customer care queue

-- Customer Service Representative can select a predefined question or solution from a list to reduce typing

-- Customer Service Representative can select a predefined URL from a list and redirect the customer's browser to the URL

Edition

Professional, Enterprise

Tasks

Task Description Role

Chat with other CSR
A customer service representative can use the customer care applet to chat with other customer service representatives to get additional help for a customer care request, or use it to inform another customer service representative about transferring a customer care request to a different queue.
Customer Service Representative

Gather customer information
Customer service representatives can get information about customers while they are monitoring a customer care queue. By default the following information is available:

Customer profile: The customer's account information and purchase history
Shopping cart: Information about the products that have been put into the customer's shopping cart

In addition, during a chat session with a customer, customer service representatives can also view the page that the customer is browsing.
Customer Service Representative

Provide a solution
A customer service representative can provide a solution to the customer either by answer the question in plain text format, or by re-direct the customer's browser to the Web page that the customer is looking for.
Customer Service Representative

Requeue request
If a customer service representative concludes that a customer care request can be better served by another customer service representative, he can requeue the request to the queue that is assigned to the target customer service representative.
Customer Service Representative

Understand customer request
Usually, a chat session with a customer starts with a series of questions and answers sent back and forth between the customer and the customer service representative, until the customer service representative fully understands the background of the request.
Customer Service Representative

Business artifacts

Answer
Customer request in queue
Web page

Feedback

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Task	Description	Role
Chat with other CSR	A customer service representative can use the customer care applet to chat with other customer service representatives to get additional help for a customer care request, or use it to inform another customer service representative about transferring a customer care request to a different queue.	Customer Service Representative
Gather customer information	Customer service representatives can get information about customers while they are monitoring a customer care queue. By default the following information is available: Customer profile: The customer's account information and purchase history Shopping cart: Information about the products that have been put into the customer's shopping cart In addition, during a chat session with a customer, customer service representatives can also view the page that the customer is browsing.	Customer Service Representative
Provide a solution	A customer service representative can provide a solution to the customer either by answer the question in plain text format, or by re-direct the customer's browser to the Web page that the customer is looking for.	Customer Service Representative
Requeue request	If a customer service representative concludes that a customer care request can be better served by another customer service representative, he can requeue the request to the queue that is assigned to the target customer service representative.	Customer Service Representative
Understand customer request	Usually, a chat session with a customer starts with a series of questions and answers sent back and forth between the customer and the customer service representative, until the customer service representative fully understands the background of the request.	Customer Service Representative