Conversation's Flow
Managing the conversation
Most customers in this line of entertainment, do not want to interact with customer service.
Of course, there might be exceptions to that statement, but for the bigger part, customers do not really want to interact.
So, when dealing with customers it is important to understand that if a customer is contacting, it might be because there was truly no other way to clarify a concern.
Generally, customers do not want to read, they have limited time if they want to bet, if they are contacting from work or are doing anything else. Therefore, our interactions are required to be short. concise and to the point.
Large paragraphs or explanations should be avoided, unless strictly necessary and only when the customer seems reluctant to accept a resolution that cannot be avoided.
Otherwise, we want to be quick when addressing concerns, we want the customer to go back to his betting activity in a smooth manner.
It is important to remember that as a Customer Service Agent, you are the one in control of the interaction, you are the one guiding the customer through the conversation and the requirements to solve the concern.
Conversations should follow a certain order in the interaction to guarantee the issue is solved in a timely and efficient manner:
Read attentively what the customer is writing
Showing empathy or attentiveness is difficult when you are writing, it is also difficult for the customers to convey just how upset they truly are when you cannot hear their voice.
It is paramount to show that you are reading carefully what they are saying, brief messages might help you convey to them that you are there, reading their concern and that you really want to help solve the issue.
Paraphrase where you do not fully understand
Make sure to let the customers write as much as they want or need to express the concern. Whenever there is something you do not understand, you might want to paraphrase, this will let the customer know that you are actually making an effort to understand.
Remember that this is to avoid wasting time in concerns that might not be the correct ones. This is where we do not want to assume that we understand everything the customer is saying.
Investigate the concern and exhaust your resources
Once you have grasped the full issue you can move to the next step, investigating why something is not working or assisting with the correct response.
You will use all resources available to you, it is expected of the agents to search for answers through the information available, whether it is the site itself, the backends, the GitBook, other teams and/or your supervisors.
Make sure that you are constantly updating the customer while you look for the information, it is important to let them know that you are still there.
Provide the customer with the explanation, solution and/ or alternative
You have gathered all pertinent information, everything required to solve the query and provide the customer an explanation for the issue or concern they have.
Make sure to relay it as simply as possible to avoid confusion. If required, you can use bullet points or number the answers to make sure everything is covered.
This strategy, will let the customer know you truly paid attention to what they were saying and that you took the time to find out everything about all the concerns.
Another valid explanation, is to let the customer know that finding the answer to one or all of the concerns will take longer than usual.
It might be that the information is just not available at the moment or that we need to review the case with upper management and it is not going to be solved on the spot.
Offer further assistance or follow up (depending on the previous point)
If the concern was solved, always make sure to let the customer know that you are happy you could help them and always ask if there is anything else that you can assist with.
This will let the customers know that you are not simply eager to get them off the chat and that, if there is something else they might need, we will address it as well.
If the concern was not solved and you needed to escalate the case to be checked, make sure to give the customer realistic expectations.
For example, if the team in charge is not available until the next day, do not say the query will be reviewed in the next hour. Let them know that as soon as the team arrives we will make sure to contact back with an update, and that it might take 24 hours.
Close the conversation
Once the customer has stated there is nothing else to address, we can now close the conversation.
Always bid your farewell and let the customer know that if they need further assistance, they can reach back any moment.
They know this, but adding it at the end of the conversations, will make them feel welcomed and that you actually cared.
If you have addressed the query from the customer and we do not have any pending answers from them, you can proceed to close the chat 10 minutes after answering: "Is there anything else I can assist you with?"
If you are expecting a response from a customer in order to fully complete the query, you can wait for 10 minutes before Snoozing the chat.
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