Non Voice Chat Support - Example for a mishandled / bad chat - 002

 

Bad Chat - 002

 

 11:39:57 PM Initial Question: Hello. When i try to link my Amazon/twitch accounts i get this message " Oh no! We can’t enable Twitch Prime on your account." I have tried everything, please help.

 11:40:04 PM Asw001 has accepted the chat.

 11:40:10 PM Asw001 (CSA) : Hello, my name is Aswxxx.  I'm here to help you today.

 11:40:15 PM Asw001 (CSA) : Hi Mads!

 11:40:38 PM Asw001 (CSA) : I understand that you have issues in accessing your    twitch prime.

 11:40:49 PM Asw001 (CSA) : I will check that for you and get you the details.

 11:42:12 PM Asw001 (CSA) : Thanks for waiting.

 11:42:22 PM Asw001 (CSA) : I've checked this for you.

 11:42:45 PM Asw001 (CSA) : I see that you need to sign up for Prime Video.

 11:43:08 PM Asw001 (CSA) : You can use the below link:

https://www.primevideo.com

 11:44:13 PM Asw001 (CSA) : Also I do see that there is an error with the payment method. You can try updating your payment method or use a different one.

 11:44:21 PM Mads Steinland : But i already have an account

 11:44:34 PM Asw001 (CSA) : Thank you for that information.

 11:44:53 PM Mads Steinland :  I signed up using the free trial option

 11:45:10 PM Asw001 (CSA) : Let me double check this for you.

 11:48:58 PM Asw001 (CSA) : Thanks for waiting.

 11:49:00 PM Asw001 (CSA) : Mads, in this case, since you're already signed up and still unable to access the same , it is due to the ongoing technical issue . This is because a large number of customers are trying to access the same. Our technicians are currently working hard to fix this error.

 11:49:51 PM Asw001 (CSA) : I request you to wait for a couple of hours and try the same by refreshing your home page.

 11:50:57 PM Mads Steinland : I have done so for four days now, but ok

 11:51:34 PM Asw001 (CSA) : I can understand you Max. We are trying hard to fix this issue for our customers.

 11:52:17 PM Mads Steinland : Thanks anyways

 11:52:32 PM Asw001 (CSA) : Thank you so much for understanding this issue.

 11:52:48 PM Asw001 (CSA) : I really appreciate your patience.

 11:53:21 PM Asw001 (CSA) : You can definitely try this in a couple of hours.

 11:53:32 PM Asw001 (CSA) : Please let me know if you've any other concern.

 11:54:05 PM Mads Steinland : I will try in a couple of hours, yes

 11:54:16 PM Mads Steinland : Thanks bye

 11:54:28 PM Asw001 (CSA) : Sure Mads.

 11:54:34 PM Asw001 (CSA) : I respect your decision.

 11:54:37 PM Asw001 (CSA) : Thank you for contacting Amazon. Please click on the "End Chat" to close this window.

 11:54:43 PM Asw001 (CSA) : Have a Good Night!

 11:54:46 PM Asw001 (CSA) : Take care!

 11:54:49 PM Asw001 (CSA) : Bye:)

 11:54:58 PM Mads Steinland has left the conversation.

 

Ask the following questions:

1.      What exactly was the customer looking for?

2.      Did Asw001 (CSA) sound helpful during the interaction?

3.      What was Asw001 (CSA)’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 Asw001 (CSA) have done to make this a great customer experience?

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