“Chat Flow Guide”

1. Greeting and Introduction:

Start the conversation with a friendly greeting and introduction, quick responses to customer
inquiries. (First 30 second rule). Ideally, respond within a few seconds to show attentiveness.

2. Verification Process:
Do not forget to initiate verification. Always start with asking for the Username, if forgotten,
follow necessary steps to proceed.

3. Account investigation:
Once have customers’ information to open the account, make sure to use this to check the
account and get more information to help solve customers’ inquiries.

4. Customer Inquiry:
Allow the customer to explain their issue or query. Pay attention carefully; empathize,
acknowledge, appreciate, accordingly with their concerns.

5. Clarification and Gathering Information:

Ask any clarifying questions to better understand the issue. Collect necessary information like
main concern, about any error, account details, or relevant context to provide effective
assistance, this includes checking archive chats if necessary.

6. Problem Solving or Resolution:

Offer solutions or assistance based on the customer's query. Provide clear instructions,
troubleshooting steps, or information relevant to resolving their issue. If the issue cannot be
resolved in real time, make sure to accommodate accordingly.

7. Confirmation and Feedback:

Confirm whether the provided solution or assistance resolves the customer's issue. Invite them
to provide feedback on the service or ask if there's anything else you can assist with.

8. Closure:
Thank the customer for contacting support and expressing appreciation for their patience.
Ensure they're satisfied with the resolution before ending the conversation.

9. Follow-Up (if necessary):

If the issue requires further action or investigation, assure the customer that it will be addressed
promptly. Provide any necessary follow-up steps or timelines. Setting proper expectations and
providing assurance is recommended. Include this follow-up in the turnover process.

NOTE: Remember to maintain a friendly and professional tone throughout the conversation, and always
prioritize customer satisfaction and problem resolution.
 CSR Live Chat SOP
Failure to comply with Standard Operating Procedures will automatically result in
disciplinary action and can be escalated to termination, depending on the severity of the
violation.

● First 30 second Rule: Remember, one of the most crucial parts is the first 30-second rule. This
will determine if the chat continues, set the tone of the conversation, and determine if the
customer will be interactive. Like first impressions, we ensure that within the first 30 seconds, we
have already captured the customer's interest and attention. Make sure the first word you’ll
response is related to the customers inquiries, rephrasing or paraphrasing is a good strategy.

● Obtaining username: Effective immediately, regardless of the concern, let’s begin obtaining the
Username as part of our verification process, even for general inquiries. This ensures that those
we assist either already have an account or encourages them to register on our platform. It will
also be the best way to filter all ratings. Make sure we obtain the username exactly as it is
provided. Do not alter, assume, edit, or add anything to what the customer has given. As part of
strict verification, the customer must provide the exact username to locate the account. If the
username is forgotten, assist accordingly.

● Forgotten Username: We should require customers to provide at least two of these items from
a provided list as part of the verification method to obtain their forgotten username. If a
customer happens to know only one of these, then we can’t proceed with the request.

Phone number registered in the account.

Email address.
Date of birth.
Last Deposited amount.

● Know Your Role: We signed up for the job to monitor live chat and answer real-time inquiries.
Let's not forget the core value of being a Customer Service Representative. Valid Missed Chats
will be addressed with necessary action.

● General Information: If a customer is seeking a specific answer to a general inquiry, let’s not
deny this to the customer. Yes, we can proceed by providing general information, but we still
need to at least try to initiate verification by asking for their username. If they refuse or tend to
ignore the question, then we can answer the general question. Keep in mind that we need to try
initiating verification first before proceeding and ensure that we only answer general inquiries
(outside of Melon system info).

● Text and pictures for instruction: Please note that when sending pictures to the customer for
additional instructions, include accompanying text indicating the purpose of the picture. It can be
either brief text preceding the picture, or the picture followed by text.
● Username Request: No need to ask for the username if the customer returns with the same
concern and the same agent. We only request the username again if the customer returns with a
different concern or if they return with the same concern but are assisted by a different agent.

● Phone number change/ Email address: All updates or change requests to the account should be
made in Slack, EXCEPT for legal name changes, as only Risk has access to this process. Do not
make any requests regarding this matter if there has been a recent change to the account in the
past seven business days.

● Rated Missed Chats: Only bad ratings for missed chats will be considered valid. According to
our procedure, when an agent misses a chat, it constitutes a serious violation of our role and
standard operating procedures (SOP). Customers have the right to provide this feedback with
significant impact.

● Missed Chat: Missed Chat is getting worse, and it seems like CSRs are not taking this matter
seriously. That’s why, effective immediately, the waiting interval for a customer has decreased to
2 minutes. If the agent fails to respond within 2 minutes, then the customer has already left the
chat box; this will be valid as a missed chat. This policy is non-disputable.

Phone Number Manual Verification: Customers must provide three required (major) pieces of
information. Agents must obtain approval from their superiors and have already checked the
account firsthand. This manual phone number verification should not be considered as the first and
last resolution.

● First and last name.

● Last Deposited amount.

● Date of birth - Ensure the date is recorded or advise customers to edit this information.

● Username.

● Phone number registered on the account - Must match the Gcash screenshot and hasn't
changed within the past (7) seven business days to be valid.
● Screenshot of a fully verified Gcash account/PayMaya: Must show full name and phone number
listed on the account.
● Email address - Attempt to send OTP through email for real-time verification. Note: This method
can only be used if the email address hasn't changed within the past (7) seven business days to
be valid for the OTP email.
● No need to send a template to the customer.

● Disputes for DSAT: Agents can only dispute specific DSATs with their respective shift leaders.
Shift leaders are responsible for reviewing and adjudicating these disputes properly, as the
Quality Assurance (Q.A.) will reevaluate them by the end of the month. Failure to adhere to this
 rule will result in a one-on-one serious coaching session with the Q.A. and appropriate action will
be taken.

● Excluded from Chat Satisfaction: Incomplete, idled, or abandoned chats with a good or bad
rating will not count toward chat satisfaction. Ratings without proper verification will be
excluded. Additionally, ratings not intended for the assigned agent, such as those related to
website or gaming issues, will also be excluded. Ratings that were given by the customer before
the conversation had barely started, without any interactions or resolutions.

● Valid Chat Satisfaction:

✔ Only chats where the CSR obtains the player's username will be counted.

✔ Multiple chats rated as good or bad (same concern) received from one player in a single
day will be counted as one per agent. Ratings received by different agents from the same
customer will also be counted.
✔ If the customer has multiple concerns assisted by one single agent, all feedback ratings
for specific concerns will be valid.
✔ All Chat Satisfaction ratings that have recorded usernames are valid as long as they were
meant for the service received from the assigned agent.
✔ Just as we dispute bad ratings that aren't meant for the service the customer received from
the agent, good ratings can also be forfeited if the customer randomly gives positive
ratings without any interaction, resolution, or conversation about their concerns. In such
cases, ratings will be disputed.

● Identity Change: Do not perform identity changes in our platform, this is due to security
protocols and privacy policies that ensure the protection of user information and prevent potential
misuse or unauthorized access, because doing so could compromise the security and integrity of
user accounts, potentially leading to fraudulent activities and might end up to ATO. This is to
maintain trust and accountability. Consistent identities help users build reliable reputations and
ensure a safe, transparent environment. The only reason we can consider changing of identity are
the following:

1. The account was created by a minor.

2. The account was named after the players child.
3. The account holder has passed.
4. The account was created by a random name.
5. The account was created after a senior that has no valid ID of any kind.
6. The account was flagged as multiple accounts, and the user was given the chance to
choose which account will remain open.

NOTE: All these reasons need supporting documentation and a call outbound verification to be
eligible for the change. If you encounter a situation that is not on this list, make sure to escalate it
to the designated supervisor or Q.A. on the production floor. This process also needs to be
undertaken within a 24-48 up to 72 hours’ time frame BEFORE the change.
● Account Take Over (ATO): We need to carefully check profiles for possible Account Takeover
(ATO) to protect user data and ensure the security of our platform. ATO can lead to unauthorized
access, resulting in data breaches, financial loss, and damage to our users' trust. Vigilant
monitoring helps us detect and prevent malicious activity, maintaining the integrity and safety of
our user community. Make sure we properly verify the customer's account and meet all the
required standards before providing, processing, and/or proceeding with the said request.