Page 43 - Email Support Playbook

Consumer Chats

 Determine the chatter is a consumer during the greeting.
 Advise the consumer you would like to get them to a consumer specialist to best serve
them.
 Transfer the chat to an available Consumer Support Representative

o If no Consumer Support representatives are available:

1. Use the following „Quick Text‟ to apologize to the consumer and obtain
their best contact information.

“I apologize but I am a dealer support specialist. I would like to have a Consumer
Support specialist give you a call to ensure you are given the best possible assistance.
What is your preferred contact information?”

2. Create a case under your ownership (if no case came through with the
chat)
3. Email (through Gmail) all 3 Consumer Support supervisors with the
case number, requesting they call the consumer ASAP and take case
ownership from you. Supervisors: Chris Atencio, Zuzana Kvasnicek,
Martha Najar

How to Transfer a Chat