1) What do you know about KPI's? 2) Situation where you handled an angry customer? 3) What is an NPS and what you know about it ? 4) Suppose you are an auditor and you are given 100 chats, then how will you check or measure the chats that they are appropriate and provide solution to what customer is looking for? 5) Mock chat and mock call with interviewer.

Question

Accepted Answer

Understanding KPIs, NPS, and customer handling is crucial for a Chat Support Executive role.

KPIs (Key Performance Indicators) are measurable values that demonstrate how effectively a company is achieving key business objectives.
Examples of KPIs in chat support include average response time, customer satisfaction score, and resolution rate.
Handling an angry customer involves active listening, empathizing with their situation, and providing a clear solution.
For instance, if a customer is upset about a delayed order, I would acknowledge their frustration, apologize, and provide an estimated delivery time.
NPS (Net Promoter Score) measures customer loyalty and satisfaction by asking how likely they are to recommend a service on a scale of 0-10.
To audit 100 chats, I would check for adherence to company guidelines, response accuracy, and customer satisfaction outcomes.
In a mock chat, I would greet the customer, identify their issue, and guide them through the solution step-by-step.

Accepted Answer

What was asked for the mock call and chat ?
Where they looking for exact solution for the issue or just the call and chat flow ?