Working with Desk and LiveChat

by ONELIVE Webmaster
Customer Service has three main avenues of communication.
  1. Phone
  2. Desk:  https://musiconelive.desk.com/agent
  3. LiveChat:  https://my.livechatinc.com/chats

Desk

If you do not have login credentials to Desk, ask the Customer Service Manager, or your immediate manager for help.

Functions in Desk

  1. Search for existing emails/cases
  2. Create new emails/cases for customers
  3. Label emails/cases
  4. Forward emails/cases
  5. Update emails/cases to resolve, leave open, or set aside to be addressed later

Using Template Responses in Desk

  1. Login to your Desk account
  2. View the latest emails/cases
  3. Click anywhere in the line of the email/case
  4. Click the reply box to begin the email
  5. Choose a template response based on the customer situation
  6. Note:To look up template responses, click the icon that looks like a Book at the top left corner of the page, between the magnifying glass icon and the bullet points icon.
  7. Make sure you are in the General tab.
  8. Click General Template.
  9. Choose a template from the dropdown.
  10. Note:Example: If the customer asked about the status of their order and it is pending shipment, scroll to "Response for Pending Shipment Status."
  11. Note:Search: Hit "ctl +f" or "command + f" for mac. From the popup search bar, enter your search criteria.
  12. Copy the response
  13. Click the tab at the top of the page to the right of the magnifying glass icon. (This will take you back to the email you were working on.)
  14. Click into the reply box below the email and Paste the response.
  15. Note: Most template responses already have salutations. eg Hello XXXX. Make sure you change the X's to the customer's name.
  16. Label the email with the correct title.
  17. On the left side of the page, below the big description box is a small drop down box with the word Labels to the left.
  18. Click on Labels.
  19. Enter the correct name.
  20. Create a note (if needed to provide clarity to others who might need to review/view this case).
  21. Move your cursor to the bottom right of the page, just below the reply box.
  22. Click the yellow Add Note button.
  23. Add necessary notes to the note box in the middle of the screen.
  24. Click the purple Add Note button in the bottom right of this box to add the note to the case.
  25. Share email with another department (if needed).
  26. Move your cursor to the top right of the page below the New button.
  27. Click the Arrow button (The arrow is pointing to the left) to forward the message.
  28. A box will appear in the center of the screen and will have two text boxes.
  29. Enter the forwarding email address into the top box.
  30. Note: If forwarding to multiple people, separate emails with commas.
  31. Enter additional information into the text box below.
  32. Click the purple Forward button at the bottom right of the box.
  33. Click Add Note to add a note stating who the email was forwarded to.

Update the Status

Once all notes, labels and forwards have been completed, you will either need to Resolve the email/case, or update the ticket to Pending.

Pending

  1. Move your cursor to the Status box drop down
  2. Click Pending.
  3. Move your cursor to the bottom right of the page
  4. Click Update, Send to send the message to the customer.

Resolved

  1. Move your cursor to the bottom right of the page
  2. Click Update, Send, Resolve to send the message to the customer.
Repeat this process for each email you open.

LiveChat

If you do not have login credentials to LiveChat, ask the Customer Service Manager, or your immediate manager for help.

Functions in LiveChat

  1. Answer live chats using the template responses (hash tag function)
  2. Search archived Chats and Chat Tickets
  3. Transfer Chats
  4. Close Chats
  5. Create Live Chat Ticket or Desk Ticket/Case from a chat
  6. Answer, Update, Solve Tickets
Note: If the email/case is a "WORKTHELEAD" this is not an email you can reply directly to. To reply to this email so the customer receives it, you will need to create a case for the customer. This will be covered in the "Create New Email/Case for Customer."

Chats

  1. Login to LiveChat
  2. Note: Once you have logged into LiveChat, you will automatically be available for chats. If you do NOT want to accept chats for a certain time, move your cursor to the top right corner of the page over your name. From the dropdown menu, Click Don't Accept Chats.
  3. Make sure you are in the Chats tab.
  4. Here you can View all open Chats and see the customer's message being typed before they submit their comments or questions.
  5. Use the Hash Tag function for canned responses. (Hit "shift + 3" to type the hash tag)
  6. Type the title of the response to match the situation
  7. Make sure the customer has submitted the response before submitting your response.
  8. Continue the conversation until the issue is resolved.
  9. If you cannot resolve the customer's issue, you may need to create a ticket.

Tickets

  1. Click the More button on the top right corner of the chat box.
  2. Create a ticket for Desk from Live Chat, Click the white Create a Ticket button (just below the green Create Ticket button)

Transfer/Stop Chat

  1. Click the More button on the top right corner of the chat box.
  2. Click the yellow Transfer Chat button and then Choose the agent you need to transfer the chat to
  3. Click the red Stop Chat button, then Confirm button to end the chat.

Search Chats

All Chats and Tickets created are archived.
  1. Click the Archives tab at the top of the page.
  2. Use the Filters at the top of the page to narrow the search
  3. Or, Search by name using the Magnifying Glass button at the top right of the page

Search Tickets

  1. Click the Tickets tab at the top of the page.
  2. The box at the top of the page is a list of tickets assigned to you. If you don't have any tickets assigned to you, there will just be a box containing a list of tickets created marked Unassigned.
  3. Use Filters to narrow the search.
  4. Click the line in the ticket you need to address, this will Open a ticket
  5. Responding to the ticket will send an email to the linked Customer
  6. Once you Respond, the status will change to Pending.
  7. Click Pending tab on the left to View all Pending tickets
  8. Click the Check Box next to the ticket title
  9. At the top of the page are the Status options.
  10. Click the appropriate status for the ticket and/or assign the ticket to a specific agent.
  11. Repeat this process or Select multiple tickets and change the status or assign if needed.
 

 

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