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Activity: Match a chat element and a message to present the suggestion and implement it

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Let's have a look at these two chats where "Adding Business Info" has been suggested

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1. Choose the suggestion from the USP and mark it as “Suggested”

2. Create a personalized introduction to the proposition

3. Customize the suggestion to the user, explain its value (take it from the USP and Related Article)

4. Let the user know it’s easy to add to the site, mention it’s free of charge (if it is)

5. Suggest to implement the proposition together during the chat and walk the user step-by-step to complete the suggestion

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1. Once you join the chat and greet the user, open UM, impersonate, access the live site (take a quick look at it);
2. While acknowledging the issue and waiting for the user to reply, use this minute to open the USP, check site's goal, suggestions, etc.
3. Roadmap the user about suggestions / use Cliffhanger / Transition
4. Familiarize with the user by asking a question, making a compliment, small talk, etc.
5. Choose the suggestion from USP and present it when the issue is discussed

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It's not important whether the suggestion is connected to a user's initial issue or not. We choose the feature/tool which we find beneficial for the user to use

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The flow for calls is similar, so you can do the following:

1. Once you acknowledged the issue and roadmapped the user about its investigation (e.g. Please allow me 5 min to open your account and check the domain connection), you can also roadmap about suggestions:

"And I’ll also take a look at the site to see if there are any suggestions I may offer to you once we discuss the issue/domain question. Is it okay with you? Great! Thanks"

2. (Do the same as for chats +)Once you checked a user's issue (and had a minute to take a look at the site and account), and get back to them with your findings, you can also make a compliment, ask a question about their site/business + use this info for presenting the suggestion once the issue is discussed (Step 2 for chats):
"Thank you for waiting, I'm back! Before we dive deeper into the issue discussion, I should say that I've taken a look at your site and noticed you own an animal shelter. Your mission is amazing, as it's so important to help animals"
+ mention you have a suggestion which you'd like to present after the issue solution

3. Escalation/transfer case: before ending up the call to esc it offline or transfer to another live queue, you can also mention the suggestion:
"Before transferring the case to our advanced team, I'd like to make our call beneficial for you and provide a small tip for your site development. It'll take just a couple of minutes. How does it sound?"

4. It sometimes happens that you're checking the issue with the advanced team and waiting for their reply. It's also possible to say about suggestion and present it during the downtime:
"I'm currently waiting for the update from the advanced team. Meanwhile, I'd like to tell you about the tool which you can benefit from. What do you think?"

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1. Once you acknowledged the issue and roadmapped the user about its investigation (e.g. Please allow me 5 min to open your account and check the domain connection), you can also:

Roadmap about suggestions: "Once we discuss the issue, I'd also like to share with you the suggestion for your business growth"

Ask an Impactful Question: questions about their business, site goals, etc. "How do you usually communicate with your clients?" (to suggest a Wix Chat)
"What are your ways for attracting new visitors to the site?" (work on SEO)

2. After the issue discussion, you can also mention the opportunity to share the suggestions with the user using:

An Impactful Question: questions about their business, site goals, etc.

The transitional phrase:

"I'm glad we resolved your issue! I also want to share one small tip for your site development, while we are here in this chat. What do you think?

A Cliffhanger: a short phrase which grabs a user's attention

"I also have something interesting for you"

A Compliment: share your observations about a user's site/business + add suggestion

"I've also taken a look at your site and must note that the bags you sell look really stylish and comfortable! + It would also be a great idea to add wishlist feature to your store, so ..."
3. Escalation / Chat Transfer:

Offline escalation: "I totally understand how important for you is to solve this issue! To make this chat beneficial for you, I would also be glad to provide a small tip for your site development. Do you have a couple of minutes?"

Chat Transfer: let the user know you want to transfer the chat online + “While we’re waiting for the expert to join, don’t you mind me sharing one small tip for your website development?”

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How we can mention the option to share suggestions?

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How we can mention the option to share suggestions?

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The user is irritated/frustrated/angry during the whole conversation

Escalation of a sensitive issue due to OOS (Risk, AA, Security)

Sensitive issue and the user isn't happy

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Issue is resolved

Issue resolved itself or the user did it (e.g., a local one)

Chat/Call transfer, a user's mood is Ok

Offline escalation, the user feels OK

The request is S&F/FR, their reaction is neutral/positive

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On chats and calls, we can see the user’s mood straightaway, so we can go with suggestions whenever it’s suitable. If the user is in a good disposition, we can give propositions even when the issue is not directly solved*, so the main criteria for propositions is the user’s mood