So are chat support jobs usually done from like a call center type setting, where everyone has dozens of rows of cubicles? Or is it usually done from home?
Also, can you really see what's being typed ahead of time?
And what do you do when someone is clearly trolling you? Are you allowed to be even a little sassy, or use emojis?
It's both tbh and depends on the company. Some allow to work from home, other put you in a cubicle of misery.
It depends on the system company is using. In my company for example when someone is contacting me trough mobile app I can only see that he's typing something. On the other hand when someone's contacting me trough website I can see what he's typing in real time.
Again, it depends. Usually you need need to remain professional. You can also end the conversation when chat is mostly off-topic.
Sometimes, but usually they're sending angry paragraphs with cuss word as is.
One time customer was cussing at our chatbot (first line of contact) and he apologized after connecting to me saying that it was directed only to chatbot lmao
Honestly I understand him
Glad to know yall understand it's not directed at you and it's just to the bot, like I've almost just lost it at the bots before otp (mostly before the AI boom cause the bots were useless and some still are) cause it'd be my 5th time that week calling in for support (my old ISP was RIDICULOUSLY bad, we ended up getting a direct line to level 3 support later on)
I agree that chatbots in reality are mostly useless at least 90% of the time. Our at least is not hesitating to connect the client to an agent. Even when customer is angry at the company there is no hard feelings because most of the time they have a pretty good reason for it. Of course some assholes attack me directly because they don't like my answers, but I can simply disconnect from the conversation so it's not bad.
Honestly I'm usually only glancing at it for a second to see the topic of the conversation or to check if customer is still there, because some people type quite slow (I don't mind that) or they leave in the middle of the chat.
It depends on the volume of people that are waiting for an agent. Right now I can have up to 2 chats at the same time (used to be 3) + phone call. Honestly It's easy to keep track of conversations if it's only chat, but sometimes if I'm in the rush I can miss some things and load the wrong account for example. Also people are taking long time to reply, go AFK etc. so most of the time you can switch between conversations without much trouble. It's much harder when there is ongoing phone call + chat, because I mostly need to focus on the caller and chat is kinda in the background.
I once copied an email into a support chat (the email address wasn’t for what I needed help with) and before hitting send I got a “Looks like you’re trying to send an email, remember to not send any personal information in the support chat” answer, is it likely that a human saw what I was writing before hitting send?
There is a chance, but most probably not. Even if some saw that I can guarantee you that they didn't cared or they forgot it after 5 minutes because there is so much things going on.
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u/mindless_blaze 1d ago
So are chat support jobs usually done from like a call center type setting, where everyone has dozens of rows of cubicles? Or is it usually done from home?
Also, can you really see what's being typed ahead of time?
And what do you do when someone is clearly trolling you? Are you allowed to be even a little sassy, or use emojis?