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Live Chat Process Flow

A customer opens a live chat for support by entering their information and details about their problem. A chatbot then extracts relevant help articles for the customer. If the articles do not solve the problem, the customer requests an agent and waits in a queue. The agent then helps solve the problem while verifying the customer's identity. After the chat ends, a survey is sent to collect customer satisfaction feedback.

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Ihsan Hakim
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495 views1 page

Live Chat Process Flow

A customer opens a live chat for support by entering their information and details about their problem. A chatbot then extracts relevant help articles for the customer. If the articles do not solve the problem, the customer requests an agent and waits in a queue. The agent then helps solve the problem while verifying the customer's identity. After the chat ends, a survey is sent to collect customer satisfaction feedback.

Uploaded by

Ihsan Hakim
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Flowchart of live chat

start

A customer with a query


opens the support page.

The customer enters


personal information (name,
email address, ID, etc.) in the
chat request form.

customer adds problem


details: category (e-
commerce example: general,
shipping, returns), problem
summary, product ID, etc.
And clicks submit

The chatbot extracts


relevant articles/FAQs from
the help center (based on
the problem details) and
shows them to the customer
No customer clicks
Request a chat with
agent’ and waits in a
yes
queue

customer connects
Before solve cs will do verification like personal
solve with an cs agent, information (name, email address, ID, etc
and the cs agent
tries to solve the
customer’s problem
Customer Send a CSAT survey to see
Satisfaction
know their experience with No
Score
the live chat and support

team Create Tickets


,Provide report
number and
timeline

Closing script chat end

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