💭Chats

As a chat support, we are serious when it comes to excellent quality of service. We go the extra mile of service just to make sure all players will be satisfied with us. Our job is to make them satis

Do's & Don'ts during Chatplus

This is the guide we have to follow during a live chat conversation with the player that should be followed:

Do's for the Chat support

Be patient : By listening attentively to the player’s concerns, showing empathy, and allowing them to fully explain their issue before responding.

Stay Professional and Respectful: Maintain a polite tone, even if the player is frustrated

Respond fast and promptly : To acknowledge the player's message and aim to provide timely assistance throughout the conversation.

Be Clear and Concise: Provide clear, brief responses. Use simple language to avoid misunderstandings.

Add a Personal Touch to Chats : Incorporate a personal touch in conversations by addressing the player by name, as this fosters a connection and enhances their overall engagement and enjoyment of the experience.

Answer in the Customer’s Native Language : Answering in the customer’s native language fosters better understanding and builds rapport, making the interaction more comfortable and effective for the player.

Empathize with the Player: Show understanding for any issues they are facing to build trust and rapport.

Follow Up and Confirm Resolution: Make sure the player is satisfied with the provided solution before ending the conversation.

Provide Accurate Information: Ensure responses are correct and based on up-to-date information.

Thank the Player: Show appreciation at the end of the chat for the player’s time and feedback.

Dont's for the Chat support

Do not focus on selling : Our primary goal is to provide 100% customer satisfaction by addressing the player’s needs and concerns without any pressure or distraction.

Don’t Overuse Templates: Avoid sounding robotic by personalizing responses rather than overusing scripted templates.

Don’t Provide Inaccurate Information: If unsure, double-check or escalate to the appropriate person instead of guessing.

Don’t Use Slang or Abbreviations: Avoid informal language that may confuse or seem unprofessional to the player.

Avoid Delays Without Explanation: If you need time to look something up, inform the player rather than letting them wait in silence.

Do Not Promise Specific Outcomes: Avoid guarantees if a resolution is uncertain; instead, assure the player that their concern will be prioritized.

Don’t Use All Caps or Excessive Punctuation: This can come across as aggressive or rude.

Avoid being impolite or negative: This such behavior can damage the player’s experience and reflect poorly on the overall professionalism of the service.

Avoid Too Many Chat Transfers : Avoid the number of chat transfers, as excessive handoffs can lead to player frustration and hinder effective communication, which may negatively affect their overall satisfaction with our service.

Don’t End the Chat Abruptly: Make sure the player is fully assisted and satisfied before closing the conversation.

SQE will be conducted Daily and once caught, you will be seriously penalized.

As a chat support, we are serious when it comes to excellent quality of service. We go the extra mile of service just to make sure all players will be satisfied with us. Our job is to make them satisfied and know that we are here to respond to their inquiries ahead of time.