Live chat support staff
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The role of the Live chat support staff is to tend to conversations opened by customers via Intercom and support tickets opened by customers in the community Discord server. They monitor new and updated tickets to ensure every customer gets their questions answered and problems resolved.
This position's key tasks include:
Responding to customer inquiries through Intercom
Canceling or resetting people who legitimately need it
Responding to customer inquiries through Discord
To have access to Intercom, please click and use the login that we will give you. You will need a 2FA code the first time you are logging in, so ask Ben for the code. Then you will have full access to Intercom.
First of all, let's have a look at the left menu. You will have plenty of sections. From top to bottom, you have the Home page, the Inbox page, the Inbound page, the Contacts page, the Articles page, the Operator page, and the Reports page. Each section will be explained later on.
This menu under the left one is related to the functionalities of Intercom and will not be used by the staff member. If there is any problem, contact first our team before changing any settings, to avoid any problems.
Here, you have the Inbox page. This one is the most important one because you will reply to users from there.
The interface is very easy to understand. You will send your reply or your message from here. Just write your message in the "Reply" zone and click on Send. Also, you have to check that you are sending a reply, and not writing a note (the blue color should appear on the message type you are sending).
The Outbound section allows the staff member to create custom messages that are sent depending on the customer. For example, if someone is coming for the first time on the website, there will be a popup telling the user to check the website and ask for questions.
The Operator section allows the staff member to configure the use of Intercom. For example, you will be able to display the average reply time in the popup that will be seen by the customer. However, everything is already set up so do not change any settings. If you see that the settings should be changed, you have to contact Ben to ask his permission.
The Contacts page will contain every customer details you have dealt with from Intercom. It's important because these are personal data, so you must not share them or exploit them. You won't need this part that much so you can ignore it for now, but you should have a look at it to discover Intercom and understand its usage.
You can for sure use quick replies, that will help you to save a lot of time (for example, a frequent question can be "how much Juiced is monthly", so you can just bind a quick reply for your message), but it has to look professional and not spamming.
The user support staff's most significant responsibility is addressing tickets opened by users. Juiced user support will perform their role by answering welcome and support tickets.
Welcome tickets get opened whenever a new user joins the server. We need to start our users off on the right note, and providing them with a warm welcome is the best way to do that.
Our standard welcome message can be found in the staff server's #saved-for-later channel, or you can copy and paste it from a previous ticket.
User support staff can monitor welcome tickets within the community server under the Welcome Tab shown above.
While welcome tickets are important, we want to prioritize our Discord support tickets. With this in mind, the live chat support staff is responsible for making sure that:
There are no more than ten welcome tickets open at once
Welcome tickets aren't open for more than ten hours
The users who still have questions get referred to a support ticket
Discord support tickets provide our users with one-on-one support for any questions or issues they might have. The live chat support's job is to ensure that all questions posed in the support ticket are answered accurately, promptly, and professionally.
Juiced prides itself on its staff's ability to respond to questions posed by members in a timely manner. A good member of user support ensures that no questions go unanswered for more than five minutes.
The best way to stay updated on support tickets is to monitor the channels found beneath the support column shown below.
Please note that there is nothing wrong with responding to a ticket when a fellow staff member is delayed in their response. We want to ensure that no question goes unanswered for over five minutes, so it is your responsibility to step to the plate when your coworkers are slacking.
While we understand that Juiced is a laid-back and positive community, all Juiced staff is expected to act professionally when interacting with users.
Customer service is a feature included in the Juiced subscription, so it is crucial to treat users as customers and not as one of their buddies from high school. Below is an example of an acceptable and inadequate response to a common question asked in the general chat.
Example Question: "I just joined Juiced. Where can I get a free bot?"
Excellent Response: "Hello. Welcome to Juiced. Our free day rentals get restocked every Tuesday at 5 PM EST. The restock will include copies of Cyber Sole AIO, Stellar, and Velox."
Inadequate Responses: "Bot rentals are only on Tuesdays."
If any of these situations arise, please reach out to the following staff members:
Subscription Problems: Collect the customer's email, then ping @justleftlondon#1533
Scamming: Direct user to a support ticket and ping @BEN.#5724
Rule Breaking: DM evidence to @justleftlondon#1533
Refund Request: Direct user to a support ticket and ping @justleftlondon#1533
Late/Missing Payments: DM @justleftlondon#1533 or @BEN.#5724
Misplaced Content: Direct to a support ticket and ping @justleftlondon#1533
Middle Man: Direct user to a middleman ticket, @aqua Ûµ#8035 (Shoes) & @Clipzyy#3300 (Bot/NFTs) will handle the rest.
Lifetime Upgrades: Direct user to a support ticket and ping justleftlondon#1533 or @BEN.#5724
Legit Checks: Direct user to a legit check ticket and @Legend27#0001 will handle the rest.
Bugs: Direct user to a support ticket and ping @bandzkicks#0001
Bot Rental: Collect the customer's email and order number, then ping @RichGene#9633
#performance-review: Within this channel performance leaderboards will be posted here every Sunday, assessing the quantity and quality of the work you did during the past week. The top performer will be commended on their outstanding job, and the bottom performers will be messaged to arrange improvements.
#issues-needing-attention: Support staff can use this channel to gain the attention of a superior that is delayed in responding to a ticket or a direct message needing resolution.
#user-support-chat: Within this channel, you can chat with fellow support staff members and ask any support-related questions that fall outside your area of expertise. Feel free to answer any questions that you're knowledgeable about.
#middle-man-chat: Have a question that falls outside your area of expertise? Ask your ticket-related questions here and receive assistance from a fellow staff member. Feel free to answer any questions that you're knowledgeable about.
#suggestions: Within this channel, you can post any ideas on how to better our support. Feel free to leave a request to have something implemented and it will be answered by a manager as soon as possible. All constructive feedback is greatly appreciated.
#saved-for-later: Within this channel, you will find all the valuable support-related links and information used on a daily basis. Bot Download Links, Important Video Tutorials, and our Welcome Message can be found in this channel. Feel free to save anything that you see as important.
# documentation: Within this channel, you will find documentation on all support-related positions. If you have any questions about the details provided in these guides, please contact your direct superior.
#chat: Within this channel, you can chat with everyone on the Juiced staff. Ask questions or converse with staff members outside the support team. Feel free to use this chat as you, please.
While Juiced Staff can take advantage of numerous services that the subscription offers, they are not allowed to participate in limited events offered by Juiced. This limitation includes free ACOs, free bot trials, and first come first serve group buys with limited stock.
