Chat Script

Online Chat technical Support Script

Greeting and Initial Contact:

1. Greeting:
   • “Hello! Welcome to Tek Guy on Demand. How can I assist you today?”
2. Identify the Issue:
   • “Could you please provide a brief description of the issue you’re experiencing?”

Troubleshooting:

3. Basic Troubleshooting:
   • “Let’s start with some basic troubleshooting steps. Have you tried [common solution]?”
4. Gathering Details:
   • “Can you please provide more details about the problem? Does the device show any error messages.”

Identifying Hardware Issues:

5. Diagnosing Hardware Problems:
   • “Based on the information you’ve provided, it seems like there might be a hardware issue. Let me check a few more things to confirm.”
6. Confirming Hardware Issue:
   • “It looks like we have identified a hardware problem. We can provide you with a quote for the necessary part via email.”

Quoting and DIY Repair Option:

7. Providing a Quote:
   • “A specialist will send you an email with the quote for the part needed to fix the issue. You can choose to purchase the part from us.”
8. DIY Repair Instructions:
   • “Once you receive the part, you can call us back, and we’ll guide you through the repair process over the phone.”

Add specific notes to the service ticket with part and or part number needing to quote customer.

Field Technician Option:

9. Offering Field Technician Service:
   • “If you prefer, we can send a field technician to complete the repair for you. This service comes at an additional cost, which will be included in the email quote.”
10. Email Confirmation:
    • “You will receive an email with the details and costs. Please review and then approve the quote if you would like to proceed with your repair.”

Add specific notes the the service ticket stating customer requires on-site service.

Closing the Chat:

11. Final Assistance:
    • “Is there anything else I can help you with today?”
12. Thank You:
    • “Thank you for choosing Tek Guy on Demand. Have a great day!”
13. Closing the Service call

“Enter the closing notes for the session.” I.E. Parts needed for repair, part number if available. Any other relative information needed to support the E.U device.

In the drop down menu of the call Mark Done.

1. Visit next call in Que and repeat steps 1-13.