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- We don't suggest if USP is locked
- We don't suggest if the call should be soft transferred

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When we for sure must suggest and do not suggest

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When we for sure must suggest and do not suggest

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Edit me

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Edit me

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User is highly frustrated they cannot change the name of the form

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User cannot finish SEO Wiz, it requests to add alt text to the image however user says there are no images on the page

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- Check the issue the user has
- Compose issue roadmap and suggestion roadmap (if relevant)

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- Match user's and experts' replies
- Review how roadmap was made, what were the main components

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Gather the details of the issue

Pay attention to a user’s mood

Check USP, site, account

Familiarize with the user

*Roadmap about suggestions only if the USP is open

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Roadmap about suggestions

Tom, once we discuss your issue, I’ll be happy to share with you a couple of tips for your website growth

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Set expectations about what you’re going to check or checking right now

State a clear absence time frame (if you put the user on hold)

I’m going to open your Editor and check the post page. Please allow me to put you on hold for 3-5 min, and I’ll be back with my findings

I understand you also experience the issues with loading time. Let's first fix the post page and then we will get back to the loading time issue

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A Roadmap is a strategic plan which defines the process or workflow we will be following during the chat, all while making room for conversation.
We should set a roadmap, once we understand the issue, that we will be helping with the issue at hand (mentioning what exactly you're going to check) and also will be having a conversation to understand the business and goals to see what else we can help them with (warm-up part).