Page 46 - Email Support Playbook

Response Times

30 Second Response

While the chat is in progress the CSR will respond within 30 seconds of the dealer‟s
response. The chat tab will be highlighted in yellow when a new message has been received.

A response does not necessarily mean you will answer their question within 30 seconds;
however, the dealer does need to be addressed in that timeframe.

When more information is needed, let the dealer know you are looking into their request and
will answer when you have the information. When something needs to be entered into ECC or
SFDC, let the dealer know you will have a reference number for them soon.

Dealer Does Not Respond

It is important that we allow the dealer time to gather their thoughts or address any possible
distractions on their end. While they are doing so, they may have forgotten they were in a
chat session. If this is the case, we do not want to wait as we will not be available for another
chat.

If there are no chat CSRs available the system cancels the request on the dealer‟s end. We
cannot give the dealer a positive customer experience if they are unable to reach us.

Beginning of Chat:

 An auto-response is sent to the dealer immediately with “Hello! How may I help you?” If
the dealer does not respond, send another request to assist in 45 seconds.

 If another 45 seconds passes and the dealer has not responded, advise you will need
to end the chat.

 30 seconds after advising the chat will need to be ended, send closing salutation
including CS hours of operation & contact information.

Mid Chat:

 After 3 minutes offer further assistance.
 After another 3 minutes, advise you will need to end the chat.
 1 minute after advising the chat will need to be ended, send closing salutation

including CS hours of operation & contact information.