It can also be a troll starting his weird conversation.
The safest reaction is to send information explaining how we can help them.
A couple of impersonal messages do the job and discourage trolls from continuing. Of course our agents wouldn’t be able to respond to all such chats manually as this would take too much time.
Here is how it looks like in practice: As you see, Bret has eventually left the chat. They use a bunch of pre-saved notes which can be entered and sent in a moment (keyboard shortcuts are a great invention the mankind has came up with).
Sometimes a person that seems to be trolling may be someone who doesn’t speak your language well or has confused your website with some other service.
For that reason every chatter who asks a weird question gets a message from our agent explaining who they actually contacted.
Thanks to all these years of dedication to Piotr, Garande went down in Live Chat’s history as the most loyal troll.
They are so desperate to interact with our agents that it’s very difficult to get rid of them.
At the same time it’s an informative message for confused visitors.
The reply that follows shows the intentions of the chatter.
So, let’s imagine a situation where an agent is contacted by a chatter stating “I am looking for success” (real example).
It can be an honest customer, it can be a person confusing live chat with a business support.