Introduction
There is a chat client that will enable you to communicate with a
CRM or gold agent without you having to leave your desk. This chat
client is available for you to get help with your calls. They can
change purchase dates, send restore CDs at no charge, and provide
you with helpful steps to resolve customer issues.
Logging In
The first thing you need to do is open up the chat page by entering
http://magprox01/chat/ into the address bar of Internet Explorer.
Then log in using your network logon as your Username. Then click
the Submit button or press <ENTER>.
Once you have logged in, the chat window opens up and a gold agent
or CRM will know that you require assistance. At this point you
basically wait for a CRM or gold agent to accept your chat.
Getting Help
Once a gold agent or CRM has accepted your chat, the chat window
notifies you who you are speaking with and allows you to type in
your questions.
Closing Chat
As soon as you are done getting help, click on the Stop
button. This will end your chat with the agent who is helping you.
This also brings up a confirmation notification. Clicking OK
will end the chat, clicking on Cancel will allow the chat to
continue. This is just to make sure you did not click the Stop
button on accident.
Once you stop the chat and click OK to confirm that is what
you meant to do, you will see a dialog box informing you that the
chat session has been closed. If you need help again, simply log
back in to get help.
Chat Rules
If for some reason you cannot reach a CRM after several attempts,
make sure you notify the Duty Sup, a Team Manager, or a roaming CRM.
Please keep in mind that the CRMs are usually assisting more than
just one agent in chat at a time. Please be patient with them and
allow them time to research your issue if needed and help other
agents as well.
A case number is not a question. The CRM needs you to tell them what
is currently happening with the system as they do not always have
time to read notes thoroughly while they are assisting other agents.
If you require a CRM to take a supervisor call, please look around
you for a walking CRM first. If one is not available, someone in
chat will help you find one.
Do not type in all caps. It is considered shouting and is rude.
When asking for help with an error message, get the entire
and exact error message from the customer so the CRM can
provide you with accurate information as quickly as possible.
When asking a CRM to do something, such as ordering restore CDs, do
not enter notes in Helix saying we will do it until we have
confirmed that we will. Sometimes a different course of action is
necessary.
If you feel the CRM's response or answer needs further explanation
feel free to ask for a detailed reason, but please do so in a
respectful manner.
When ending a chat please let the CRM know you are doing so and also
let them know you no longer require assistance.
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