Chat etiquette, tone and first-contact resolution

In chat and email support, the customer cannot hear your voice, so your words carry all the tone. Screening questions in this area check whether you can be clear, warm and efficient in writing.

Tone in text

Short replies that feel efficient to you can feel cold to the customer. Compare these two:

Cold:  Order not found. Share details.
Clear: I couldn't find that order yet. Could you share the
       order number from your confirmation email?

Use full sentences, the customer's name once or twice, and plain words. Avoid all capitals, chat shorthand such as "pls" or "u", and too many exclamation marks.

Keeping the customer informed

• When you need time to check, say what you are doing and how long it will take.
• If it takes longer, send an update before the customer has to ask.
• When you handle more than one chat, read the history before each reply so you do not mix up details.

Silence is the most common reason customers write "hello?" or leave the chat. A one-line update prevents it.

Aiming for first-contact resolution

First-contact resolution (FCR) means the customer does not need to come back about the same issue. You improve it by solving the real problem, not only the question asked.

1. Ask one or two questions to understand the full issue before giving a solution.
2. Restate the problem in your own words and get a yes.
3. After the fix, check that it worked while the customer is still with you.
4. Mention the next likely question, such as when a refund will show in their account.

Closing well

Confirm the issue is solved, ask if there is anything else, and close politely. Do not ask for a specific survey score. Do not close the chat the moment you send a solution, because the customer may still be testing it.

Quick checklist before sending: is it a full sentence, does it answer what was asked, does it say what happens next, and would you be comfortable receiving it yourself?