Live Chat Flow
1. Welcome & Initial Step
• The Welcome Message is sent automatically. No need to copy/paste the opening spiel.
• Greet the player politely and let them know you’re reviewing their concern.
2. Verification
• Ask for the Username for verification purposes (if not already provided).
• Do not request information the player already mentioned in the chat.
3. Identify & Respond
• Within 1 minute: Understand the player’s issue.
• Within 2 minutes: If the answer can be given right away, provide it.
• If more than 2 minutes is needed: Place the player on Hold and send the “Second Wait Message” to inform them you’re still checking.
4. While on Hold
• Once you have the answer, thank the player for waiting before providing it.
• Keep responses polite, clear, and professional.
5. Resolution or Escalation
• Aim to resolve or escalate within 3 minutes after the hold.
• If escalation is needed, send it to the appropriate team promptly.
6. Second Service Offer
• After resolving the main issue, send Second Service Offer 1 or Second Service Offer 2 (if applicable) once the player responds.
7. Closing the Chat
• 1 minute after sending the Second Service Offer (and if no further concerns), send the Closing Spiel.
• Close the chat immediately after the closing spiel is sent.
8. Inactive/Idle Chats
• If the player doesn’t respond for 2–3 minutes, send the Idle Closing Spiel and close the chat.
9. Time Management
• Target chat duration: 10 minutes.
• Exceptions allowed if the player has multiple or complex concerns.
10. Professionalism Always
• Be courteous, clear, and efficient throughout the interaction.
• Keep chats short so players can spend more time playing than waiting.
You can check more details here:
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MCW is a top online gaming site offering sports betting, casino, slots, and more. We've served the Asia Pacific market since 2015 with a fully licensed and regulated platform, ensuring a safe and fair gambling experience. Our advanced security measures keep your information confidential and our 24/7 live customer support team is always available to help. We offer competitive prices, a wide range of games, and secure payment options. Our mission is to provide the best responsible online gambling experience.