In addition to calls, you can also type out sessions in chat.
Customer interest in chat has grown over the years, and we are
excited to offer this feature to you! Customers have requested a
chat option for its privacy, allowing them to speak with an advisor
anytime, anywhere even when other people are around them. They also
appreciate the ability to read over their transcripts and reflect on past readings.
Getting started with chat
Before you start using chat, make sure that you review how to manage
your availability. Just like with calls, it's important to know whether you're
set up to start taking new chats or not. Just toggle your chat availability
to Taking Chat, your Call/Chat Monitor will open automatically,
and your listings will immediately display to customers who are searching
for advisors to chat with.
Basic Chat Instructions
When a customer starts a chat with you through PsychicCenter:
The Chat Monitor will alert you that someone is connecting with
you. Make sure that the volume on your computer is turned on!
You'll have one minute to accept the chat by clicking Accept.
When you click Accept, a new browser window will open, and you
can immediately start chatting with the customer. Just
like with a call, introduce yourself and get started.
Near the end of the chat
When there is 1 minute left in the conversation, both you and the customer will be alerted.
This is a good time to bring closure to the conversation if you can.
This would be a great time to thank the customer and encourage
the next conversation.
When time is up, your customer will be asked if they wish to add funds
to continue the conversation. The conversation will be put on pause while
the transaction is completed.
Ending the chat
If you need to end the chat for any reason, just let the customer know,
then click the "End Chat" button.
If the customer ends the chat, the session will end.
Chat Best Practices
First of all, give it a try! Remember that many people may be shy about talking to an advisor for the first time, so if you are open to accepting new customers through chat, you'll expand your pool of potential long-term customers.
Similar to when you are texting, a short silence in chat can feel like an eternity. Giving regular updates throughout the chat can reduce anxiety for your customer. If you need a moment to react to something, consider letting your customer know.
Slow typist? PsychicCenter offers Voice to Text when you are using the Chrome browser.
The right-hand side of your chat page has customer details and space to add notes. Your notes will be available later on the My Customers page, as well as the next time you speak with the customer.
Taking chat while using a tablet or mobile phone can be tricky, because when your browser times out, the Chat Monitor will close, and your chat availability will be toggled to offline. PsychicCenter cannot control how long it takes for your browser to time out.
Like any conversation, basic courtesies such as introducing yourself and showing that you are actively listening to your customer will go a long way.