CourseKey Chat Overview
The CourseKey chat support service is an important part of creating a successful client experience. By answering common questions and connecting clients with online resources we can help provide instant answers to people using our software.
Our Clients
CourseKey clients are students, instructors, and administrators. Some of the schools that we work with have separate policies. When a chat is initiated, it is important to first identify their user type, and their school type.
User Type
When a user initiates a chat they will first have to select if they are either:
1. A Student
2. An Instructor or Administrator
When you open the chat this information will be displayed in the top right corner of the chat window. (An administrator will be similar to an instructor, but will have some additional functionality that instructors do not.)
If that information is not available, then you can assume it is a student. You can confirm that by checking the visitor path which shows how they accessed the chat (via the CourseKey Student app).
School Type
CourseKey clients are grouped in to two different school types: Higher Ed and Enterprise. We do not use these phrases when talking to the clients, but we need to reference different policies based on what type they are.
Once you identify what school the user is associated with you can use this reference list to identify their school type:
After identifying the school type, review the School Type Policy List
Shortcuts
Shortcuts allow you to quickly insert common phrases and questions in to the chat. For information on how to use shortcuts watch the video below.
Starting the Chat
At the start of the chat you’ll be able to see the user type, so after saying hello to the user, you’ll want to ask what school.
Example:
Shortcut: /Hi
Message – “Hi, thanks for contacting chat support!”
Shortcut: /School
Message - “Can you please provide the name of your school so I can better assist you?”
(Remember to use the School Type Reference List to identify the school type.) Now that you have the user type and the school type you can begin solving the issue. If they have not yet described their issue then follow up by asking the question:
Shortcut – /help
Message – “How can I help you today?”
Linking Articles
The CourseKey Help Center provides articles that can be shared with users to help answer their questions.
For students you can search the articles on this page:
https://support.coursekeyeducation.com/hc/en-us/categories/115000229393-Students
For instructors/administrators you can search the articles on this page:
https://support.coursekeyeducation.com/hc/en-us/categories/115000229413-Instructors
A search bar is available in the top right corner of each page.
Once you find a relevant article, introduce it to the user and provide the link.
Example:
“I think this article can help:
Let me know if you have any questions!”
Contacting an Advanced Support Specialist
Advanced Support Specialists at our California office are available to answer questions! Please reach out to us on Slack when questions come up during a chat. If it is after hours, or if you do not hear back from us within 4-5 minutes, let the client know that we will follow up by email:
Shortcut: /followup
Message – “This issue requires the assistance of an advanced support specialist. I apologize they are not available at the moment, but they will receive a copy of this conversation and they will follow up by email at their first opportunity.”
After the chat is closed, please leave a comment in slack with the Zendesk ticket number for our reference.
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