The article is talking about email, but in the case of live chat it varies from company to company. I did my time in chat support, but in my case I wrote my own templates and triggered them with AutoHotKey. By the time I left I'd written a bible of hotkeys for supporting our app.
You're right about there being five concurrent conversations though. Part of this is that the customers would take a great deal of time to respond, so it made more sense for me to be helping multiple people because I could juggle five conversations better than most people could handle one. The alternative was keeping all the other people in the queue while one person took two minutes per sentence to describe what their problem was.
You're right about there being five concurrent conversations though. Part of this is that the customers would take a great deal of time to respond, so it made more sense for me to be helping multiple people because I could juggle five conversations better than most people could handle one. The alternative was keeping all the other people in the queue while one person took two minutes per sentence to describe what their problem was.