Best practice FAQs

What profile picture should I use?

When capturing a profile photo, there are a couple of things to keep in mind. First, Always ensure the picture is work appropriate. Second, please ensure the picture is clear and displays your head and shoulders. Profile pictures help personalize the live shopping experience and our data shows us it improves potential sales. It will also mean that a customer can recognize you immediately if you've invited them in for an in-store appointment.

When is the right time to go available?

DO go available during downtime, or designated times by your supervisor. Be sure you'll have the time to dedicate to your online customers. DON'T go available if the store is very busy or you are in the middle of serving a customer in store.

How quickly should I respond to a chat?

It's important you get back to customers as quickly as possible. Once you have joined a chat, try to send your first message in under 30 seconds, and continue to respond promptly with any additional messages or detail.

What do I do if I'm in a chat and a customer walks into the store?

From time to time, you may have to deal with a customer in-store while you have a chat in progress - it's important you always prioritize physical customers in front of you. When this happens, just let the online customer know that you'll be a few moments. Return as soon as possible to your chat and, if you think you're going to be a while longer, you can transfer the chat to another colleague.

What if a physical customer in the store asks me about the app?

You can always inform your customers about how they can live shop.

What tone of voice should I use with my customer?

It's important you are always polite and friendly just as you would be with a customer in-store. Take your customer's lead, but try to avoid slang and text abbreviations.

What if my spelling isn't great?

Always check your spelling when sending a message, it's better to take a little longer and send a message that's correct than to rush and make mistakes. We recommend using autocorrect on your device.

What if my customer asks me something that's going to take a while to find out?

We always recommend you stay with the customer until the chat is completed as it may lead to a sale, however, we understand that sometimes you may not be able to complete a chat. In these instances, you can simply transfer the chat to another available team member. Tap the chat menu, personalize your message, and seamlessly transfer your chat to another associate who will be able to continue the dialogue.

When should I use product cards?

Product cards are a great way to convert your customer so we recommend using them whenever you are recommending or talking about a product. It's the digital equivalent of taking an item into the fitting rooms so using them will provide an even more seamless experience for your customer.

When should I use photos or videos?

If a customer would like a little more detail on a product, photos, and videos are an excellent way to give them a closer look. Always make sure you're in a well-lit area of the store and that the imagery is not blurry, so your customer can clearly see the items you are showcasing. Make sure if taking videos that you're in a quieter area of the store so there's not too much background noise. It's important to not capture other customers who may be walking past in the background when using the photo and video features so make sure you're always aware of your environment.

When is it appropriate to transfer a customer?

We always recommend that you stick with your customer throughout the entire chat where possible, however, there will be times when a customer needs to be transferred. If a customer needs to speak to a different associate or a chat is running you into overtime, you can transfer a chat to another available associate. Always make sure you let your customer know why you are transferring them.

Who will get the sale?

The sale always goes to the last associate to interact with the customer. So if a chat is transferred, and the customer goes on to make a purchase, the associate they last spoke to will be attributed to the sale. We always recommend you try and complete the sale online, as this is in many cases the quickest and easiest way for the customer to buy.

When should I invite a customer to the store?

If the customer wishes to come into your store, you should use the in-store appointment function which allows you to schedule and send a calendar invite for the customer's visit. This way you'll both be able to add the event to your calendars and set a reminder.

When should I use Saved Replies?

Saved Replies are designed to help you answer faster and more accurately to frequently asked questions. You can browse through the replies and find answers to many questions such as shipping and returns inquiries and other customer service questions.

What if a customer asks me a question I don't know the answer to?

If you're not sure of an answer, simply let the customer know you need a minute to go ask a colleague or supervisor (take your device with you). After you've found the answer, return to the chat.

What if I'm chatting to a customer and they stop responding?

There may be times when the customer stops responding or takes a while to get back to you. Don't worry, your customers may be occupied. In these instances, it is okay to send the customer a message to check in after a few minutes. If the customer does not respond, feel free to end the chat.

What do I do if my star rating drops? How do I keep my star rating high?

Initially, when your star rating drops, the best way to pick it back up is to have more chats. If you see a sustained decline, however, your account manager will be able to review your chats and offer you coaching and advice.

What if a customer's behavior is inappropriate?

If you feel uncomfortable at any point in time simply click the arrow on the top left and select the block option. The customer will not be informed they have been blocked, however, they will not be able to interact with the chat any longer. We advise you to always flag the chat to your Manager that has led to a block.