Non Voice Chat Support - Example for a mishandled / bad chat - 003

 

Bad Chat - 003

 

Initial Question: hello i am having trouble activating my twitch prime account

 

11:21:39 PM Afi003 has accepted the chat.

11:21:44 PM Afi003 (CSA) : Hello, my name is Afixxx.  I'm here to help you today.

11:22:06 PM Afi003 (CSA) :  I’m so sorry to hear about the problem you had with your  twitch prime .

11:22:09 PM flynn schulz : When i try to connect to twitch prime it says it cannot enable prime on my account

11:22:28 PM Afi003 (CSA) :  I'll help you with this Flynn.

11:22:38 PM Afi003 (CSA) : Let me check the details.

11:22:39 PM flynn schulz : Thank you very much I appreciate it

11:22:50 PM Afi003 (CSA) : You're most w​elcome.

11:23:52 PM Afi003 (CSA) : Flynn, you need to sign up on primevideo.com for accessing the Twitch benefits.

11:24:01 PM Afi003 (CSA) : I'll help you with this.

 

 

11:24:18 PM flynn schulz : Thank you, yes i have tried that but it didn't seem to work

11:24:37 PM Afi003 (CSA) : You may please try using this link:

https://www.amazon.com/b/ref=lp_2676882011_nav_youraccount_piv?rh=i%3Aprime-inst...​

11:25:03 PM Afi003 (CSA) : I appreciate that Flynn.

11:25:06 PM flynn schulz : make an amazon prime account?

11:25:43 PM Afi003 (CSA) : Let me check on it further Flyn.

11:27:28 PM flynn schulz : okay I made an amazon prime account

11:27:52 PM flynn schulz : Yeah it still says that it cannot enable twitch prime account

11:28:36 PM Afi003 (CSA) : Flynn, I've checked and  see that there is a temporary error in accessing Twitch Prime  for Australian customers.

11:28:55 PM flynn schulz : Oh okay, any idea how long it will take to repair?

11:29:00 PM Afi003 (CSA) : Let me check on it.

11:29:06 PM flynn schulz : Thank you

11:29:46 PM Afi003 (CSA) : There is a sudden technical glitch happened with the Twitch Prime for customers having Australian Address.

11:29:54 PM flynn schulz : oh  o

11:29:56 PM flynn schulz : no*

11:29:58 PM Afi003 (CSA) : Thanks for bringing this to our attention. I can assure you that our technical team is currently working on this on high priority and please be assured that it will be resolved shortly.

11:30:08 PM flynn schulz : Okay thank you very much

11:30:10 PM Afi003 (CSA) : I really appreciate your patience and understanding in this matter.  The issue will be fixed within few hours, please do not worry Flynn.

11:30:13 PM Afi003 (CSA) : You're most w​elcome.

11:30:14 PM Afi003 (CSA) : I really appreciate your patience and understanding in this matter.

11:30:24 PM flynn schulz : Have a nice day Afiya!

11:30:28 PM Afi003 (CSA) : Is there anything else I can assist you with today?

11:30:38 PM Afi003 (CSA) : I hope I've helped you.

11:30:51 PM Afi003 (CSA) : I hope that this issue is resolved to your satisfaction soon.

11:31:08 PM flynn schulz : No thank you, I appreciate your help

11:31:12 PM Afi003 (CSA) : You're most w​elcome.

11:31:15 PM Afi003 (CSA) : I'm glad I was able to help! We hope to see you again soon.

​You can click the *End Chat* button on the top right corner of this window.​

11:31:19 PM Afi003 (CSA) : Bye :)

11:31:26 PM flynn schulz : Bye bye :0

11:31:30 PM flynn schulz : ;)*

11:31:57 PM Afi003 (CSA) : Take care :)

11:33:44 PM flynn schulz has left the conversation.

 

Ask the following questions:

 

1.      What exactly was the customer looking for?

2.      Did Afi003 sound helpful during the interaction?

3.      What was Afiya’s response to the customer’s issue?

4.   Was the customer satisfied with the response provided?

5.   Was this an out-of-the-scope issue?

6.   What could Afi003 have done to make this a great customer experience?

7.   According to you, is this a good, bad or average chat?