Client Experience

The Live Chat tool facilitates real-time communication between customers and store associates. It is accessible via the Relational Shopping Button or specific product detail pages, offering a seamless way to engage with store staff. The tool supports staff specialization and geographic restrictions, ensuring customers receive tailored and localized service.

Key Features

Navigation to Live Chat

• Option 1: Access through the Relational Shopping (RS) Button.
• Option 2: Access via a "Connect with a Stylist" CTA on product detail pages, launching the Live Chat step of the RS button.

Store and Specialty Selection

• Store Selection:
  • Default: "Any Store"
  • Option: "Preferred Store" (user selects a specific store).
• Specialty Selection (Required):
  • Customers must choose from a list of predefined specialties, which are mapped to product categories on the PDP.

Customer Information Capture

• Required Fields:
  • Specialty (always required).
  • Consent Checkbox: If checked, email or phone becomes required.
• Optional Fields:
  • First Name and Last Name (captured separately).
  • Email or Phone (required only with consent).

Client Profile Management

• Anonymous Clients:
  • If name and email are not provided, the customer remains anonymous and receives a unique Client ID.
• Named Clients:
  • Providing name and email automatically creates a client profile in the system.

Waiting Room Experience

• Messages During Connection:
  • At 30 seconds: “Store is busy, an associate will join shortly.”
  • At 60 seconds: Option to send a message instead of waiting further.
• Actions:
  • Customers can wait for an associate or exit and send a message via email/text.

Chat Interaction

• Staff Details Shown:
  • Profile Image
  • First Name, Last Initial
  • Specialty and Store Name
• Messaging Capabilities:
  • Basic text (no styling like bold or italic).
  • Placeholder: "Type Message" in the text field.

Product Sharing

• Staff can share products during chat:
  • Product Image (or placeholder if unavailable).
  • Title, Price, and "Click to View" linking to the PDP.

Geographic and Language Limitations

• Live Chat is only available to customers browsing within Canada.
• French-speaking customers on the Ogilvy (Montreal) website are directed to French-speaking associates from Ogilvy.

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Staff Experience

The Live Chat staff experience is designed to streamline associate interactions with customers while ensuring efficient request management. Associates are notified of requests based on their active status, can access client details, and use a suite of tools to enhance engagement.

Key Requirements

Notifications

• Push Notifications:
  • Signed Out: Staff will not receive notifications.
  • Signed In (Not in App): Staff receive an iOS notification.
  • In App: Live Chat requests take over the screen.
  • If Navigating: Fixed notification appears on new pages for up to 60 seconds.

Queue System

• Request Handling:
  • Staff have 60 seconds to accept a request before it moves to the next available staff.
  • Queue prioritization is based on the activation of settings and current availability.
• Availability Rules:
  • Staff with open requests or active chats are marked as inactive.
  • Specialties without available staff are greyed out.
  • If all staff are in chats, the specialty will not appear selectable.

3. Chat Management

• Client Details:
  • Staff see provided client information (name/email) or “anonymous” if not available.
• Tools for Engagement:
  • Take and send photos.
  • Share product catalog items (products displayed in order of selection).
  • Use preset messages (configurable by Brand Admin).
  • Share digital business card links.
  • Access the page link where the chat was initiated.
• Chat Termination:
  • Staff can manually end chats if the client does not respond.
  • Chats cannot be restarted once completed.

4. Activation and Settings

• Activation Requirements:
  • Live Chat can only be activated if a schedule is applied to the staff.
• Quick Activation:
  • Staff can toggle Live Chat on/off using a navigation shortcut.
• Specialty Assignment:
  • Staff specialties are set in their profile settings and determine chat routing.

This documentation ensures clarity in managing Live Chat requests while providing associates with the tools they need to deliver efficient and personalized customer experiences.

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