Your computer should be your primary means of communication. Being mobile for short periods is ok, but most of your day should be on your computer.
Everyone is to be available to answer calls as they come in and also quickly reply to voicemail in the support inbox.
Everyone is to login to the support inbox and monitor it and answer questions as they come in.
Everyone is to login to Slack and monitor it so that you are readily able to answer and ask questions. We should not be logging in only when we need something.
Everyone is to communicate via Slack in the Team channel when you arrive to your shift and leave and when go to lunch and come back from lunch.
Olark Chat
Begin all chats with all customers with a greeting. Use phrases like "Hi George", or "Good Afternoon", before responding to their question. You can create personal shortcuts in Olark to relay different opening messages.
Strive to respond to your chats within 30 seconds. Although difficult during rush hours, on average this should be acheivable for the majority of the day.
If you are unable to respond quickly, let the chatter know. Say things like, "Please give me a few minutes to research this issue," or "Sorry for the delay. I am still looking into your issue." Please do not leave them hanging for multiple minutes. You can create personal shortcuts in Olark to relay different delay messages.
When done with a chat, send the chatter a sign off message like, "Is there anything else I can help you with?" and "Have a good day." You can create personal shortcuts in Olark to relay different closing messages.
Support Inbox
When replying to emails, greet the customer at the beginning of the message and sign the email with your name so we know who responded.
Star the messages you reply to with your colored star.
If you listen to a voicemail that does not need a call back, mark that message with your colored star.
An Individual account does not mean the user is a Self Represented Litigant or Pro-se and we should not assume they are.
Do not immediately block Self Represented Litigants or Pro-ses. Listen to their inquiry and decide if it's a technical issue or a legal issue. If it's a technical issue, we need to help them. If it's a legal issue, we need to explain that we are not able to provide assistance in that area. (We have Olark shortcuts to assist in these replies.)
Some of the legal issues we can not assist with:
What documents are required
How do users complete their documents
What document type should they select
Court procedures
You may only block a self-represented litigant as a last resort.