rpanons | Don't bother

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You know when you go to a website and it says something like "Need help? Chat now!"? That me.

What chat client does your company use? Also how many chats at a time do they have you taking?

And funniest typo you've gotten so far from a customer? Or a nonsensical sentence that was funny?

They use Live Chat Inc. The standard is six at a time but some go up to 10-15 because they're insane.

I can't believe I'm coming up on a blank on typos atm. I'll make up for it with a dumb story from yesterday. This guy was concerned about the noise the chat makes and thought it meant we were controlling his computer. When I asked what he meant and then explained the noise he went "yes" and left.

Damn, that's a ton of chats. When I did it, was 2 with one place and 4-5 with another (though that one was more help desk for the phone reps).

For me as far as typos go, gotten dick instead of disc a few times. Wish I could remember some of the more hilarious google translate failures though. Google translate can really come up with some outrageous stuff and I remember one involved satan or the devil or something? All of us were wondering what it was really supposed to mean for google to come up with that one.

Yeah, it's really stressful sometimes. Especially since customers tend to think they're literally the only person in the whole world on chat at the moment.

They always tell us to use google translate to talk to our french clients (we have people from all over the world, but french is the most common) but it's like google translate tries to be terrible on purpose. LOL the devil/satan though, nice.

The devil/satan person was from Saudi Arabia, so the guess most of us went with was that it was meant to be infidel or some other insult for a non-Muslim and it was probably for the best that it was lost to google translate.

I'm surprised the company you work for allows the use of google translate though. Companies I work for won't allow us to say things in a language we don't work a support line for. For one, there's a risk of accidentally giving incorrect information or upsetting a customer when you don't mean to, and for another, no way for QA to grade it since using google to translate it back mutilates it some more.

Yeah that makes sense.

It's not a common thing to use it. Just for quick rescues. We specifically hire French-speakers for the actual service, but on the chat we use it for basic things like greetings, asking them to wait a moment to find someone to assist them, etc. when the random representative it chooses doesn't speak the language. I speak some French myself so I've never had to personally.

Not gonna lie those always weird me out. Glad to know there are actual people on the other end!

So are there are horror stories? Because there seem to be loads when it comes to customer support through phones and the like, but I get the feeling people might be calmer through chat. But maybe I'm completely wrong here.

Yeah, we have a little more room at my company to be more personal/friendly instead of using canned replies all the time, so at least there's that lmao.

YOU'D BE SURPRISED. some customers are really immature. Like they'll just spam "HELLO??????????????? ARE YOU THERE??? IS THERE ANYONE HERE???? HELLO". Or if you don't answer them within thirty seconds they rate the chat bad, leave, and then come back so they can rate it bad again. I've been called incompetent for saying I'm bringing up a customer's file to be able to better assist them. Have also definitely had customers who insisted they were Very Important and what we were doing was stealing private information and giving it to the government or something. We have a little authentication quiz to use the service, which draws from public DMV records and the same person insisted public DMV records aren't public and went into a rampage about it. Also there's always the really really old client who is probably confused as to how they got to the chat in the first place, haha.

Goodness. People will always be people, I suppose... I admire customer service workers so much.

do you have to say "thank you" every time the customer agrees to do something? is it annoying to you if you have to?

Don't bother

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