Begin your Interview

How To Be Successful in the Chat Interactions

We will be working on two chats at a time. Here, using the chat widget on the bottom right, and also in our previous chat.
It’s important to pay attention to both, and to respond to both merchants in a timely manner.


Here is what we’ll be looking at today:

Resourcefulness: Make sure you fully understand what the merchants are asking about. Sometimes, when they present their problems they need us to think outside the box. Use active listening skills and keep asking questions until you feel you have a good understanding of the issue. Try out resources like Google and the Shopify Help Center to search and find solutions. Googling “Shopify” plus relevant keywords should quickly get you results.

Teaching: Once you have the right resources, it’s important to present the solution in an effective, efficient way. This means avoiding copying and pasting and taking the time to frame solutions using your own words. Presenting resources or videos can help complete the picture, but make sure you’re spending the time to reduce merchant effort first.
 

Communication: At Shopify, it’s important to be engaging and curious, and to provide human-to-human support. Being conversational and confident is important, and we also want to  be approachable. Empathy is important and showing we understand where they’re coming from can look like showing we understand any struggles or frustrations they’re having while also sharing in their success.

Time management: It’s important to set good expectations, check in frequently, ask questions, and appreciate merchants’ patience. Frequent, lengthy silent periods or a lot of back and forth with wrong answers are examples of poor time management.

Once you’ve read through this, please let me know if you have any questions.