#arise.com

[dudethatserin5]

Example Good Chat

[8:30:08 PM] Erin Mo.: Welcome to AT&T online Sales support. How may I help you with placing your order today?

[8:30:57 PM] cust: Hello. I might be looking to change from Verizon to AT&T and I need new phones. I would like two iPhones 5s and one basic flip phone with big number for my mom. and I would like 10gig data with unlimited talk and text. What would the cost of that be per month?

[8:31:51 PM] cust: Apple iPhones 5s phone that is.

[8:31:52 PM] Erin Mo.: That is awesome, Cust! I can definitely get you set up with our 10GB Mobile Share Value Plan with 3 lines today! Thank you for stopping in to chat with me!

[8:32:05 PM] cust: Your Welcome.

[8:32:18 PM] Erin Mo.: Will you be purchasing these iPhone 5S' using a 2-year contract or our AT&T Next program?

[8:32:32 PM] cust: what is your next program?

[8:33:46 PM] Erin Mo.: Well, if you were to purchase the iPhone 5S under the AT&T Next program you can only pay taxes today and then have the retail cost of the device split up into 20 or 24 monthly payments that you pay on top of your bill but instead of your bill going up from $15-35 per month we will "make room" for the payments by dropping your monthly access fees from $15-25 each month. Does this make sense?

[8:34:39 PM] cust: So the nest program is better??

[8:34:42 PM] cust: next*

[8:37:35 PM] Erin Mo.: Yes, it is definitely better. Let's say you had this iPhone 5S for 6 months and decided against purchasing insurance within the first 30 days of service then you accidentally go into the pool with it in your pocket. It happens to the best of us. Well, if you had a 2-year agreement, you would be out lots more money cause you would have to purchase a whole new device at retail cost...BUT with the AT&T Next program you can simply pay off the device and start a whole new AT&T Next program and only pay taxes for the device up front.

[8:37:35 PM] Erin Mo.: It can be confusing sometimes. Did I make this clear?

[8:39:11 PM] cust: Ow much is the insurance?

[8:39:17 PM] cust: How*

[8:40:27 PM] Erin Mo.: Wireless Phone Insurance is $6.99 per month and can be added within 30 days of activation or upgrade. It gives you the protection you need for your wireless phone against theft, loss, accidental physical or liquid damage and coverage for mechanical and electrical failure after the manufacturer's warranty period has expired. If your phone is less than 30 days old and you would like to enroll, please visit your nearest AT&T Store or call AT&T Customer Care at 1-800-331-0500.

[8:40:27 PM] Erin Mo.: The Mobile Protection pack includes all of that plus enhanced tech support, online backup and the Find it location service.

[8:42:23 PM] cust: Okay so if I go with the 2 year contract and want two iPhones the Apple 5s one gold and one grey and one basic flip phone with big numbers so my mom can see then with 10gig data with unlimited talk and text. What it the monthly cost?

[8:43:08 PM] cust: I don't need any texting or anything with the flip phone.

[8:45:22 PM] Erin Mo.: If you were to go the 2-year contract route you would be paying $195 + taxes/month for 10GB to share between all of the lines (even the basic phone), unlimited talk and text to share between all of the lines and 3 lines on our 2-year contract.

[8:46:14 PM] cust: I just saw the commercial on TV for a cost of $160.00 a month.

[8:46:31 PM] Erin Mo.: Yes, that is for 4 lines all on our AT&T Next program.

[8:46:51 PM] cust: so what about just 3 lines?

[8:46:54 PM] Erin Mo.: Our Basic phones would not qualify as they are not eligible for the AT&T Next program.

[8:47:52 PM] Erin Mo.: If you wanted 2 of the iPhone 5S lines on the AT&T Next program with the basic phone it would be $145 + the cost of the iPhone 5S ($27.09/phone) + taxes per month = $199.18 + taxes/month.

[8:50:26 PM] cust: I am talking to my friend right now and he has AT&T and has three iPhones with 10gig data with unlimited talk and text and he only pays $140 a month total with taxes for all three phones

[8:51:11 PM] Erin Mo.: Hm... He may have one of our older plans. Do you know if he has our Mobile Share Value Plan?

[8:51:32 PM] cust: He may have that but can I get that plan?

[8:52:14 PM] Erin Mo.: If he does have an older plan, unfortunately, we do not offer that plan anymore which means we cannot offer it to customers.

[8:52:32 PM] cust: Okay thank you anyway for your help.

[8:53:07 PM] Erin Mo.: No problem. Is there anything else I can assist you with today?

[8:53:26 PM] cust: No that will be all.

[8:53:30 PM] Erin Mo.: Cust, it has been a pleasure helping you today. At AT&T, we make it a priority to get it right every time. Hopefully I have been able to do this for you today. Feel free to select the CLOSE option inside the chat window, when you are ready to end the chat. Thank you for choosing AT&T. Have a Great day!

[dudethatserin5]

Example Annoying Chat...

[1:42:39 PM] Erin Mo.: Welcome to AT&T online Sales support. How may I help you with placing your order today?

[1:43:41 PM] cust: I have pay as you go with $300 balance I now want to use apps but am not a big usert

[1:43:59 PM] cust: What best way to upgrade

[1:44:32 PM] Erin Mo.: That is a great question, Cust! I can definitely get you set up with an upgrade today! Thank you for being a loyal AT&T Wireless Customer!

[1:44:52 PM] Erin Mo.: You can choose any of our GoPhones to use to upgrade. We have a lot of them.

[1:45:06 PM] Erin Mo.: What were you wanting to do with your phone?

[1:45:25 PM] cust: use apps

[1:45:53 PM] Erin Mo.: What applications would you be using?

[1:46:11 PM] cust: I have not decided

[1:46:33 PM] cust: but one that pays for parking at meter

[1:47:28 PM] Erin Mo.: All right. We have a few of those. The first one that comes to my mind is the Samsung Galaxy S5 but we also have the Motorola Moto X and the HTC One M8. Are you interested in any of these phones?

[1:48:43 PM] cust: What are the montly charges how much ias phone and how ca I use my $300 credit

[1:49:21 PM] Erin Mo.: Well, we offer several different plans. I would recommend our $60/mo + taxes unlimited talk, text, and 2.5GB of data plan. THere are no extra charges.

[1:50:03 PM] cust: I saw a $25/month plan on your site

[1:50:10 PM] Erin Mo.: The Samsung Galaxy S5 is $649.99, the HTC One M8 is $669.99 and the Motorola Moto X is $399.99/mo.

[1:50:31 PM] Erin Mo.: We do also have a $25/mo plan but that comes with 250 minutes, unlimited text, and pay-as-you-go data.

[1:50:52 PM] cust: what about apps

[1:52:16 PM] Erin Mo.: THere is no limit on the applications. However to download without Wi-Fi access would cost you due to the fact that this plan does not come with data. Applications are separate from our plans. You would pay for those separately and download them separately.

[1:53:19 PM] cust: how do I get capability of wifi

[1:54:04 PM] Erin Mo.: The phone comes with it. You would simply need to turn the Wi-Fi toggle on, on the phone.

[1:54:26 PM] cust: I use an ipad

[1:55:29 PM] Erin Mo.: I'm a bit confused. To clarify, are you wanting this PrePaid plan for your iPad or your phone?

[1:55:55 PM] cust: I must say that you are really over sellin me ased on my needs I find that very offensive and inappropriate and would not trust a word you tell me I will contact amnother person

[1:57:31 PM] Erin Mo.: I'm sorry that you feel that way, Cust! I was not really trying to sell you more than what you needed. Could you explain to me what exactly you feel that you need?

[1:59:44 PM] Erin Mo.: Just checking in, do you have an idea about what you wanted for the GoPhone plan you were looking for?

[1:59:51 PM] cust: I have copied this conversatio and will provide it to appropriatee persons. You started at $60 went to $25, then tell me applications are separate, then you tell me I need to toggle a switch for starters

[2:00:30 PM] Erin Mo.: The Wi-Fi is not an extra charge. It is completely separate to your bill as are the applications. I'm sorry that you feel that way.

[2:00:46 PM] cust: Goodbye

[2:01:05 PM] SUPERVISOR: I do understand your concerns. I am truly not trying to oversell you, I am just trying to find the best plan with the perfect amount of data. I would hate for you to find yourself needing more data and incur the overage charges.

[2:01:14 PM] Erin Mo.: I do understand your concerns. I am truly not trying to oversell you, I am just trying to find the best plan with the perfect amount of data. I would hate for you to find yourself needing more data and incur the overage charges.

[2:01:17 PM] SUPERVISOR: Would you like to continue looking into our rate plans?

[2:01:24 PM] Erin Mo.: Would you like to continue looking into our rate plans?

[2:03:30 PM] Erin Mo.: I haven't heard from you for a while. Would you like to continue chatting?

[2:05:33 PM] Erin Mo.: I'm sorry we're having trouble connecting. I'm not able to leave the chat box open any longer. Please chat with us again anytime! Thank you for choosing AT&T. Have a great day.

What my supervisor was doing was called greening... yes for the text color. It appears green in my chat box. My replies appear black while the customers replies appear purple and the names appear blue. Anyway, he was talking to me without the customer even knowing that is happening. Happens all of the time with LivePerson chats. I also have a chatroom where I go to ask questions if I don't know the answer. So, when people over the chat or phone are saying "let me check with my boss or my information" I generally assume they are doing the same thing. I worked with Arise over the phone with Sears and I had a chatroom there as well. That's my "supervisor" whom I would talk to.

Anyway, this customer was being ridiculous. I oversold cause I am a sales agent... but as soon as I did and realized she didn't want that plan, I said "Ok Let's go with that plan!" I did not push her to the $60 plan. This person was just overall confused or something. I'm not 100% sure...