Test Your Knowledge About Ubertor Live Chat And Support! Trivia Quiz

Before transferring a chat, it is important to communicate with the person you are transferring the chat to. This ensures that they are available and ready to take over the conversation. Once they acknowledge and confirm their readiness, the transfer can be initiated. This step is crucial to ensure a smooth transition and avoid any confusion or disruption in the conversation.

KB stands for Knowledge Base in the Ubertor Jargon. A Knowledge Base is a centralized repository of information that provides users with access to a wide range of knowledge, such as articles, FAQs, and tutorials. It is a valuable resource for users to find answers to their questions and learn more about a particular topic or product. In the context of Ubertor, the KB likely refers to a knowledge base specific to the platform, where users can find information and support related to using Ubertor's services.

The pre-close phrase "Is there anything else that I can help you with!" is the correct answer because it acknowledges the customer's needs and offers further assistance if needed. It shows that the chat agent is willing to go the extra mile to provide exceptional service and ensure that all the customer's concerns have been addressed.

A Tier 1 support representative can handle sales chats because they are trained to provide basic assistance and information to customers. They may not have in-depth knowledge about sales processes or advanced sales techniques, but they can still address common sales inquiries, guide customers through the sales process, and provide general product information. Their primary role may be to provide technical support, but they can also handle sales-related queries to some extent.

Humanizing the conversation means to make it more relatable and understandable for the person on the other end. By keeping the conversation simple, it becomes easier for the client to comprehend and engage in the discussion. Using complex language or jargon can make the conversation impersonal and difficult to follow. Therefore, simplifying the conversation helps in creating a more human and friendly interaction.

When you first join the Client Service Team, you will be in Tier 1. This indicates that you are at the entry level position within the team. As you gain experience and expertise, you may progress to higher tier levels.

When recording a chat under Supporter, it is important to summarize in 1 or 2 sentences what happened in the chat. This helps to provide a brief overview of the conversation and makes it easier to reference later on.

At the end of each chat, the issue should be documented in the client's Supporter profile. This means that the agent should record and save all the details of the chat conversation in the client's profile for future reference and to keep a record of the issue. This documentation helps in tracking and resolving the issue effectively, as well as providing a history of the client's support interactions.

Tier 1 support is the initial level of customer support that deals with basic inquiries and technical issues. While credit card updating may involve sensitive information and require higher level authorization, Tier 1 support can still assist customers by providing guidance on the steps to update their credit card information or by redirecting them to the appropriate department for further assistance. Therefore, Tier 1 support can help with credit card updating to some extent.

When recording a chat under Supporter, it is recommended to write the amount of minutes spent in the chat. This is because minutes provide a more accurate measure of time spent compared to seconds or hours. Minutes allow for a more detailed understanding of the duration of the chat, which can be useful for tracking and analyzing support interactions.

Tier 3 support is described as being used as a last resort. This means that when all other levels of support (such as Tier 1 and Tier 2) have been exhausted or are unable to resolve the issue, Tier 3 support will be called upon. It is the final level of support and is typically reserved for complex or escalated issues that require specialized knowledge or expertise.

If a knowledge base article is missing, it is important to take appropriate action. Reporting it to your supervisor ensures that they are aware of the issue and can address it. Jotting down the steps of completion helps in documenting the missing information and can be used as a reference later. Starting a draft of the article to be written is proactive and can help in filling the knowledge gap. Therefore, all of the above options are recommended actions to be taken if a knowledge base article is missing.

If a task is recurring, it is important to guide the client step by step. This means providing clear instructions and support to help the client complete the task successfully. By guiding the client, you can ensure that they understand the process and are able to complete the task on their own in the future. This approach promotes self-sufficiency and reduces the need for further assistance or escalation.

When recording a chat under a Supporter, you should choose "Online Chat" under Communication. This option accurately represents the mode of communication used during the chat session. "Live Help" and "Return Call" are not relevant options as they do not pertain to online chat interactions. "Chat Dismissed" is also not applicable as it does not accurately describe the nature of the communication. Therefore, "Online Chat" is the most suitable choice for recording a chat under a Supporter.

The correct answer is 3 Tiers. This suggests that Ubertor Support is divided into three levels or tiers. Each tier may represent a different level of support or assistance provided by Ubertor. This tiered system allows for a more organized and efficient approach to addressing customer needs and ensuring that the appropriate level of support is provided based on the complexity or urgency of the issue.

The correct answer is "By clicking http://kb.ubertor.com". This is because the Knowledge Base can be accessed by clicking on the provided link, which specifically directs users to the "kb.ubertor.com" website. The other options, such as "ubertor.com" and "google.com", are not valid links to access the Knowledge Base.

When a Request for Custom Work is done, the appropriate action to take is to refer the client to the list of APVs. This means that instead of telling them to look for a third-party designer or assigning the task to Ubertor in-house designers, the client should be directed to the list of Approved Vendor Partners. These APVs are trusted and recommended designers who can provide the custom work requested by the client.

When encountering a bug, it is important to record the browser name/URL/Steps. This information helps in identifying and reproducing the bug, as different browsers may have different behaviors and the URL and steps followed can provide insights into the specific scenario where the bug occurred. By documenting this information, it becomes easier to communicate the issue to developers or support teams for troubleshooting and resolving the bug effectively.

When a lead requests a callback or needs additional help that a Tier 1 cannot supply, the best course of action is to create a task in supporter assigned to CSR. This ensures that the lead's request is properly documented and assigned to the appropriate team member who can provide the necessary assistance. Simply telling the client that we'll get back to him may not be sufficient as it lacks the necessary follow-up and accountability that creating a task provides. Additionally, looking into the Knowledge Base for an answer may not be applicable in this situation as the lead requires personalized assistance beyond what is available in the Knowledge Base.

One of the biggest advantages of Live Chat over phone is the ability to share links, images, and videos with the client. This feature allows for a more interactive and visual communication, enhancing the overall customer experience. It enables the agent to provide more detailed information, demonstrate products or services, and troubleshoot issues effectively. Additionally, sharing multimedia content can save time and effort by eliminating the need for lengthy explanations or sending files separately.

The correct answer is "Standard Practices and Review." In the context of auditing chats, this refers to the process of evaluating the adherence to established guidelines and procedures during chat interactions. It involves assessing whether the agents followed the standard practices, such as using appropriate language, providing accurate information, and maintaining professionalism. Additionally, it involves reviewing the overall quality of the chat interactions to ensure they meet the expected standards. This part of the evaluation focuses on assessing the performance of the agents and identifying areas for improvement.

Complimenting the client is considered a best practice because it helps to build a positive relationship and rapport with the client. It shows appreciation for their input and efforts, which can lead to increased trust and satisfaction. Complimenting the client also helps to create a positive working environment and can contribute to a successful and long-lasting partnership.

The answer is 2 because using two words in a search query helps to narrow down the results and make them more specific. With two words, the search engine can better understand the user's intent and provide more accurate and relevant results. Using too few words may result in too many unrelated results, while using too many words may limit the search too much and potentially exclude relevant information. Two words strike a balance between specificity and inclusiveness, making it an optimal choice for effective searches.

The correct answer is "All of the above" because CSRs (Customer Service Representatives) are responsible for multiple roles. They act as salespersons by promoting products or services, provide customer service by addressing inquiries or concerns, offer tech support to troubleshoot technical issues, and may also handle limited billing tasks. Therefore, all the given options - salesperson, customer service, tech support, and limited billing position - are applicable roles for CSRs.

When faced with difficult HTML related questions, the recommended action is to transfer the chat to Tier 2 support if it is available. If Tier 2 support is not available, the alternative is to task the question to someone who can provide assistance. This ensures that the question is handled by someone with more expertise in HTML.

The correct answer is that there is a limited amount of operators that can login to the program at the same time. This implies that there is a restriction on the number of operators who can access the program simultaneously.

Referring someone to Reachd.com is the best option when asked about Search Engine Optimization. This suggests that Reachd.com is a reliable and trustworthy source for gaining knowledge about how Google works and understanding the concepts of SEO. By referring them to Reachd.com, it implies that the website provides comprehensive and accurate information on SEO, making it the best choice among the given options.

The correct answer is "Thank you for chatting with Ubertor's Live Chat Help. Have a prosperous day!" because it includes the specific name of the company, Ubertor, and emphasizes the goal of providing assistance through live chat. It also wishes the customer a prosperous day, which adds a positive and friendly tone to the closing phrase.

A complimentary benefit refers to an additional service or advantage provided to a client without any extra charge. In this context, cropping an image for the client falls into the complimentary benefit category because it is an extra service offered to the client without any cost. It is not directly related to making a sale or showing the client how to solve a problem, which are separate activities.

The correct answer is AliveChat, Website Alive. This is because the question is asking for the name of the live help software, and AliveChat and Website Alive are both options that fit this description.