guideline
9
Agents should acknowledge every new visitor message within a short timeframe. Even if the full answer requires research, send a brief response to let the visitor know their message has been received and is being handled.
Agents should communicate using straightforward and easy-to-understand language. Avoid technical jargon, acronyms, or overly complex explanations that may confuse visitors unfamiliar with the product.
Answer the specific question asked before introducing additional information or product features. Keep responses relevant and avoid overwhelming visitors with unnecessary details.
Agents should never guess or provide inaccurate information. If an answer is unknown, explain that you are checking the information and follow up with the correct response as soon as possible.
Agents should keep responses concise and organized. Long or repetitive messages should be avoided unless additional detail is specifically requested by the visitor.
Agents should maintain a polite, positive, and professional tone throughout the conversation. Even when handling frustrated visitors, remain calm, respectful, and helpful at all times.
Confirm whether the visitor has any additional questions before closing the chat. End every interaction with a courteous closing message that leaves the visitor with a positive impression.
You should address visitors by name whenever possible and tailor responses to the visitor’s specific question or situation. Personalized interactions help visitors feel valued and improve engagement.
You should provide clear next steps or actionable guidance in every interaction. Help visitors understand exactly what they can do next to solve their issue or continue their evaluation of the product.