How the Harver chat simulation works
The simulation opens with a practice step, which you can redo as often as you like. Then the 12-minute timer starts. Virtual customers send questions about different support issues, and new ones arrive while you are still helping others, so you juggle several chats at once. For each message you choose the best of three replies, and some questions can only be answered by looking things up inside the simulation.
Every reply option is rated from best to worst behind the scenes. Harver reports four results: handle time, clear communication, customer orientation and problem solving, each against a norm group. The simulation works on a laptop, a desktop or a phone.
How to choose the best reply
For each message:
- Check the facts first. If a reply mentions an order, a date or a policy, look it up before you send it.
- Prefer the reply that acknowledges the problem, answers it correctly and says what happens next.
- Choose plain language. Harver counts simple wording without technical terms as clear communication.
- Rule out replies that promise more than the information supports, however friendly they sound.
- Answer whoever has waited longest. Your time to respond is measured.
Worked example
A customer writes: “My order arrived damaged. Can I get my money back?” The policy panel says damaged items are refunded once the customer sends a photo. The replies: (A) “Sorry to hear that! I have refunded you now.” (B) “I am sorry your order arrived damaged. Could you send a photo of the damage? As soon as I have it, I will process your refund.” (C) “Please read our returns policy on the website.”
A sounds kind but skips the policy step. C sends the customer away without help. B acknowledges the problem, follows the policy and tells the customer what happens next, so B is the reply to send.
Tips for the real Harver chat simulation
- Use the practice step. The timer does not start until it is done, and you can repeat it.
- Expect to fall behind. Most candidates get through 2 or 3 customers in the time, so keep each open chat moving rather than perfecting one.
- Use an up-to-date Chrome or Firefox. If the simulation misbehaves, refresh the page or log out and back in.
Practise the Harver chat simulation on CogniPrep
Our version gives you three customers on one 12-minute clock. The second arrives at 0:40 and the third at 2:30, or sooner if you have finished with the others, and each replies a few seconds after you. Press View responses, choose one of three, then Send, and check the documents in the customer panel before promising anything. We score clear communication, customer orientation, problem solving and handle time, weighted equally; handle time earns full marks at an average reply of 10 seconds or less and none at 60 seconds or more. The arrival times, weights and handle-time bands are ours, and there is no practice step.