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Version Control

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Introduction to Chime Live Chat

Core Experience

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By the end of this lesson, you should be able to:

Learning objectives

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List the channels of Member Services.

Describe the advantages and disadvantages of each.

Describe how Chat agents connect with members.

Explain the use of Knowledge Capture.

Describe how Zendesk can help you assist members.

INTRODUCTION TO CHIME LIVE CHAT

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Chime uses different channels to connect with our members. We do this through:

  • Answer calls directly with our Voice channel.
  • Respond to emails through our Written channel.
  • Help members with Live Chat.

The Channels of Member Service

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Chime’s Voice channels is how we speak directly to members in real time over the phone. It offers the following advantages and disadvantages:

  1. Real-time interactions with the members. There are no delays between sender and receiver.
  2. There is an opportunity to build rapport and connect with the members.
  3. There is no way to share documents or upload media.
  4. Not all contacts reasons are supported with Voice.

Voice Channel

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The written channel, otherwise known as the email channel, offers a different set of advantages and disadvantages.

  1. Does not occur in real-time. Members cannot expect an immediacy but do expect an efficient response time.
  2. Not an ideal channel if there is an emergency.
  3. Context and complexity may be lost in translation due to the medium.
  4. Not an easy way to build connection with the member.

Written Channel

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Live Chat is an alternative to both Voice and Written. It is unique because it offers:

  1. Real-time interactions with our agents. A time-sensitive request may receive immediate attention.
  2. Text and complex information can be expressed in a smoother way because the information can be read and clarified for understanding.
  3. The majority of contact reasons are available for agents to help members with.

Live Chat

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INTRODUCTION TO CHIME LIVE CHAT

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Why Live Chat?

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Which way do you prefer to contact customer support?

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In a survey conducted by a customer service company of preferred channels, they found:

  • 41% Live Chat
  • 32% Phone
  • 23% Email
  • 4% Social Media

Live Chat

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INTRODUCTION TO CHIME LIVE CHAT

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Can you think of some benefits of Live Chat?

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INTRODUCTION TO CHIME LIVE CHAT

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Twilio is a tool we use for Live Chat that can send and receive text messages. It is the chat widget embedded in Zendesk that enables you to speak with members.

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You send and receive messages live with members through it and also have access to macros that are loaded in directly to Twilio.

Twilio Flex

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INTRODUCTION TO CHIME LIVE CHAT

Twilio is a commonly used chat and text service companies use to communicate with people.

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You may encounter Twilio when you:

  • Book a reservation for a restaurant and are alerted via text the table is ready
  • Use a rideshare app and receive text updates
  • Receive a security code through text when logging into a streaming service.

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Members access Live Chat directly from the Chime App by following the prompts from the ChimeBot.

The Member Experience

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INTRODUCTION TO CHIME LIVE CHAT

The Bot offers the option to speak with an available agent and provide an estimated wait time. Once their agent is ready the member is routed over to them.

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Pop Quiz

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INTRODUCTION TO CHIME LIVE CHAT

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Select the best option or options.

What are the main benefits of the Live Chat Channel?

  1. You can re-read and clarify information.
  2. Complex content and information does not get lost.
  3. It provides members with an effective and immediate customer support experience.
  4. It is one of the most member-preferred channels.

Live Chat

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Select the best option or options.

Where can you find Twilio Flex?

  1. It is embedded in Zendesk.
  2. It is launched via Okta tile.
  3. It is a desktop application.
  4. It is launched through Penny.

Live Chat

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Select the best option or options.

How do members access Live Chat?

  1. Clicking on a link sent to their email.
  2. Tapping a link sent to their text inbox.
  3. In the Chime App after following the Chatbot’s instructions.
  4. Calling into Member Services and having a link sent.

Live Chat

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Debrief

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How can Live Chat play a role in being member-obsessed?

What are the challenges you might encounter when assisting members in Live Chat?

What are the things you want to learn more about Live Chat?

INTRODUCTION TO CHIME LIVE CHAT

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To recap

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  • Chime uses multiple channels to help members.
  • Live Chat combines the advantages of Voice and Written into one channel.
  • Agents use Twilio to communicate with members.
  • Members access Live Chat in the Chime app.

INTRODUCTION TO CHIME LIVE CHAT

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