Skip to main content

Live Chats

Crisp​

Here at Sparked Host, we utilize Crisp as our Live Chat and Customer Knowledge Base provider. Live chats are our solution to real-time communication with our customers. Upon being accepted and NDA signed, you will receive an invitation to join Sparked Host's Crisp. This is where you will access and answer live chats.

Joining a Live Chat​

When viewing the Crisp dashboard, you will see a list of live chats on the left-hand side. These are all live chats that are currently active. To join a live chat, simply click on the chat you wish to join. You will then be able to view the chat and respond to the customer. It is recommended to filter by Unresolved to view all live chats that have not been answered yet.

Ensure no other representative has already joined the live chat before joining. If you are unsure, you may utilize the Notes feature to communicate with other representatives currently viewing the chat. However, if another representative is viewing the chat, don't let this discourage you from joining. If you have a response to the customer, feel free to join and respond. After sending your first message, the live chat will be assigned to you automatically.

Responding to a Live Chat​

When responding to a live chat, it is important to be as professional as possible. You are representing Sparked Host and our brand. Ensure you are using proper grammar and spelling. If you are unsure of how to respond to a customer, you may utilize the Notes feature to communicate with other representatives currently viewing the chat. When a customer opens a live chat, they will be greeted with various questions from the automated ChatBot to give us the necessary information and context we need to resolve their chat. Allow the customer to answer all these questions before responding to the chat. If the customer has not answered all the questions, and it's been some time, use your judgement in this situation to determine if you should begin the chat.

When starting a chat, you may type !welcome to greet the customer. You may add any other necessary questions/details to this initial question. If you intend to access their service, you must ask them for a support pin to verify their identity. You may use the !pin shortcut to ask the customer and provide them instructions on how to retrieve their pin. Instructions on how to use the pin provided can be found here.

If at any point you require assistance during your live chat, you may utilize the Notes feature if another representative is currently viewing the chat with you, or send a message in Discord asking for help. If neither of the above are applicable, you may ask the client to open a ticket regarding their issue. If a client opens a Live Chat for something you are not trained to do or have access to do, you may use the same steps mentioned above.

Ending a Live Chat​

When ending a live chat, you may use the !end shortcut to end the chat. This will send a message to the customer letting them know the chat has been ended. Once ended, you may press the Resolve button at the top to mark the chat as resolved. A client has the ability to respond to a live chat once it's marked as resolved. If this occurs, you may pick up where you left off, there is no need to start the greeting process over again. Once resolved, you may use !end again followed by re-resolving the chat.

Live Chat Shortcuts​

Shortcuts are a way to quickly send a message to a customer. These are often responses to commonly asked questions. You may view all the shortcuts by typing ! in the chat or by clicking the shortcuts button above the chat box. It's best to get used to using these as they make live chats much more efficient. If you have a recommendation for a new shortcut to be added, mention it to a supervisor.

Live Chat Notes​

Notes are a way to communicate with other representatives currently viewing the chat. There should only be one representative talking to the customer at a time, so it's important to communicate with other representatives via notes to assist in resolving the customer's problem. To access the Notes feature, you may click Notes above the text box and this will allow you to communicate with other representatives. Try to keep notes related to the live chat in question and avoid other conversation.

warning

If you press backspace in the notes text box and there is no text present, it will bring you back to the main client chat, so be careful!

Live Translate​

The Crisp system offers a feature known as LiveTranslate, this will translate the incoming customer messages to your native language and your outgoing messages to the customers native language. To enable this feature, you may click the LiveTranslate button above the chat box. This will allow you to select the language you wish to translate to. In most cases, this will auto select the language for you. If you wish to disable this feature, you may click the LiveTranslate button again to disable it.

If another representative is online that fluently speaks the customer's native language, they of course have priority on the chat.

Helpdesk​

Along with Live Chats, we also utilize Crisp as our main knowledge base. The knowledge base has a vast majority of commonly asked questions in it, ensure to use this to the fullest of its ability to not only save you time answering chats but also to ensure the best customer support we can offer to the customer. If you have any recommendations for articles to be added to the helpdesk, you may use the /tutsuggest command in Discord to notify the Media Team of your suggestion.