Me: Hi, $name
Customer: Hello. My name is $name. (explains problem, opening a new account).
Me: (explains solution, just click on a link on the page)
Customer: I do not see the link.
Me: OK, click on (this other link which is huge and takes up the top inch of the page), to go to the home page.
Me: You already set up your account so you won’t miss anything by skipping this step!
Customer: (repeats original question)
Customer: My account is set up?
Customer: Please explain.
Me: You have an account number already, you can’t (resolve the problem right now) but you can explore other parts of your account. Click (the giant freaking logo) to go to the home page of your account.
Customer: How do I get the account number and did you say my account was already set up
((At this point, the customer has clicked on something saying “Open Account” after confirming that they did indeed want to open an account)).
Me: Yes, you have opened an account. (more clarification about the initial question). First, click (on that huge logo).
Me: Then click on $link to see your account number.
Customer: I don’t remember setting up an account ((he is signed into his account as we speak))
Customer: How can I get this set up and remember what my account number is
Me: : did you just enter all of your personal information, like your name and address, and create a username and password?
Me: OK, that was the process of opening an account. First, click(the huge logo). Let me know when you've done that.
Customer: I am (on the same page where he first started).
Customer: I do not see anything in which you are talking about
Me: OK, try just clicking here: (provided a direct link in the chat)
Customer: I am on the site the page in which I am on (the same page where he first started).
Me: I understand. In order for me to help you answer your questions, I need you to click on that link that I just gave you.
Me: Let me know once you’ve done that.
Customer: will I be sutting it off?
Me: No. I'm going to show you where you can see your account number, and how you can (resolve the original issue)
Customer: I am on your front page
Me: Perfect! (now we proceeded to resolve the original issue, finally)