Working on the public chat
Public Chat
Let's have a good time in the chat!
Customers are required to follow the chat rules and behave accordingly. If users do not abide to our rules, they can be muted or banned for indefinite time.
Rules:
Do not insult, offend or instigate arguments with other customers.
Do not type all in capital letters.
Abstain from posting any type of links in chat.
Do send illegal content in chat, such as obscene topics, comments against the site or the moderators, explicit adult content, drug related topics, financial offers, gaming strategies, or using an obscene or offensive nickname.
Abstain from incurring in topics like religion, politics, ethnics and gender.
Do not offer to sell or buy cryptocurrencies.
Refrain from using other languages in chat that are not English or Spanish.
Do not beg in chat, whether it is for bonuses, funds, tips, drops, etc.
Do not use bots, scripts or any other software to catch bonuses.
Do not spam the chat.
Do not share promo codes obtained via emails, Telegram Bot or found in any other source.
Do not share personal information such as social media usernames, phone numbers, email addresses, wallet addresses, etc.
XYes administration will never request any type of private information to customers.
Attending to customers in a public chat and moderating the conversation requires a balance of providing support while ensuring a respectful and positive environment for all participants. Here are some best practices for managing these interactions effectively:
Best Practices for Attending Customers in Public Chat
Respond promptly
Aim for quick responses to customer inquiries to show that their concerns are valued and prioritized. Timely replies keep the conversation flowing and maintain engagement. One answer might solve another customer's query.
Maintain a friendly and approachable tone
Use a warm and conversational tone to create a welcoming atmosphere. A friendly demeanor helps customers feel comfortable asking questions and participating in the chat. In the public chat we can be a bit more informal.
Be clear and concise
Provide straightforward answers without unnecessary jargon. Use simple language to ensure that all participants can easily understand your messages.
Address questions directly
Respond to questions from customers directly, ensuring that your answers are relevant to the inquiries posed. This helps maintain the focus of the chat.
Encourage Engagement
Invite other participants to share their thoughts or experiences related to the topic being discussed. Phrasing like “What do others think?” can stimulate conversation and community involvement.
Letting customers know about important events happening at the moment, is also a great way to use the chat. For example, if some event is getting delayed or cancelled.
Monitor the Chat for Relevant Topics
Keep an eye on the discussion to identify common themes or frequently asked questions. This allows you to address popular topics more efficiently and provide valuable insights.
Best Practices for Moderating the Chat
Set clear guidelines
Establish and communicate clear chat guidelines or rules at the start of the session. This helps maintain a respectful and constructive environment and sets expectations for participants. For example, not using slurs, racist or sexist comments.
Enforce guidelines consistently
Ensure that all participants adhere to the established guidelines. If necessary, gently remind users of the rules or remove inappropriate content to maintain a positive atmosphere.
Manage conflicts calmly
If disagreements or conflicts arise, address them diplomatically and calmly. Redirect the conversation toward a more constructive path and encourage respectful dialogue.
Stay neutral and objective
As a moderator, maintain a neutral stance when dealing with differing opinions. Never agree to one or another customer's opinions and rather diffuse the focus if the conversation gets heated. Avoid topics like religion or politics. Focus on facilitating the discussion rather than taking sides to foster an inclusive environment.
Highlight positive contributions
Acknowledge and appreciate participants who contribute positively to the discussion. This can encourage others to engage constructively as well.
Keep the conversation on topic
Gently steer the discussion back on track if it veers off-topic. Politely remind participants of the main focus of the chat and encourage relevant contributions.
Provide resources
Share useful resources, or answers to common questions as they arise in the chat. This enhances the value of the conversation and provides participants with helpful information.
Gather Feedback
Remember to gather feedback of what is discussed in chat. This can help you improve future interactions and understand what topics or formats resonate best with your audience.
Conclusion
By implementing these best practices for attending to customers in public chat and moderating the conversation, customer service representatives can create a positive, engaging, and respectful environment. This not only enhances customer satisfaction but also fosters community and strengthens brand loyalty.
When working the public chat, we want to be friends with customers, a laid back atmosphere and help them enjoy the time while they bet.
Most of the times you will not have to participate much, but when you do, it is important that, although you are the authority, they do not feel like they are being lectured.
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