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Once the issue is linked in IMS, make sure to link a Relevant article as well as reassign the chat/call to a correct group

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Once the issue is linked in IMS, make sure to link a Relevant article as well as reassign the chat/call to a correct group

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Please make sure to connect correct issues in IMS

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Please make sure to connect correct issues in IMS

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If your user doesn't reply for 3 min, ask if they're with you (you can also mention that you wait for 2 more min):

"Please let me know if we're connected"

In case the user doesn't reply for 2 more min, mention that you're closing the chat, let them know you're closing the chat:

"In case you've stepped out or perhaps cannot chat at the moment, I'm closing the chat for now. Please feel free to reach us out with any question or concern"

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Same with the transition and presentation.

Encourage the user to implement and check their reaction instead of "Do you have ...?"

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Acknowledge the user's appearance in the chat: "I'm glad you're back! and it's great that the issue is solved"

Move to suggestions with a transitional phrase: "While we're here would you mind me sharing one useful tip for your site?"

Present the suggestion and encourage implementing. Avoid sending article links with no reason

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Same here, we should have the structure of the conversation

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Same here, we should have the structure of the conversation

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Responsiveness: mention time frame for checking this

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Responsiveness: mention time frame for checking this

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Always mention an exact time frame for the hold (up to 5 min)

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If you'd like to check something, set clear expectations of what it is, mention time frame for this

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Lack of issue details leads to PSS misunderstanding, so the case is transferred back to "Mobile" - general q

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Lack of issue details leads to PSS misunderstanding, so the case is transferred back to "Mobile" - general q

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Pay attention to responsiveness and reply asap to every user's message, ask for some time if you need to understand a user's concern

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Add a detailed explanation, complete sentences, share your "thought" / "answer" clearly and in details to make it understandable for the user

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We can also add a suggestion roadmap if the situation allows:

"Once we discuss your issue, I'll also be glad to share with you the suggestion for your site development"

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Set expectations about what you're going to do + time frame

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Set expectations about what you're going to do + time frame

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"Got it, please allow me up to 5 min to check the video settings on my end and I'll be back with you"

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restate the issue back, ask for more info, clarify and confirm

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Once you discussed a user's issue, and you agreed what to do with it, move to suggestions and avoid asking "Is there anything else...?"

Use encouraging and motivating transitional phrases + cliffhangers instead

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Suggestions, Implementation, Familiarization

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We can change this closer to:

1. send an issue wrap-up separately

2. mention future opportunities

3. send the message about survey separately

E.g. It was my pleasure assisting you with the the video today,! Feel free to reach back to us in case you need any further assistance.

If you have a couple of spare minutes, we would appreciate if you could fill in the survey and tell us how we can do better! Thanks a lot in advance!

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When it's time to deliver the solution, please, make sure:

1. Explain what result of the issue investigation you got

2. Create a plan you'll be following to solve

3. Guide the user step-by-step

4. Be detailed if you see the user is novice or not that much tech-savvy

5. Check-in with the user to know they follow you

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Acknowledge the issue first, make sure you understand what user tries to achieve, no need to start with "solution"

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Gather all the details you need to understand the issue, where it's located, when user noticed it, etc. before checking it in their account.

Phrases:

"I understand that the video on the homepage doesn't play on mobile version of your site"

OR

"Thank you for sharing the info about your issue with the video not playing on mobile"

OR

"Could you please tell me the site name and the place on the page your video is on?"

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Once the suggestion is presented, encourage adding it together: "I'll galdly show you how to import contacts while we're in the chat! This'll take just 2 min"

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When presenting the suggestion, start from positive + explain what the feature is and how the user can benefit from it, customizing it due to their needs.

Instead of saying "here is a suggestion for you" say "I also checked your site and noticed that you grow your online community. I'd like to suggest you to import the contacts you have to communicate with them and send special offers and promotions on your website"

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Wrap-up the solution + set clear expectations about suggestions - transition

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Wrap-up the solution + set clear expectations about suggestions - transition

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"I'm glad it worked!

Pam, I also want to share with you one free to use tool which can help your site growth"

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5. Suggestion: move to them, present, implement

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5. Suggestion: move to them, present, implement

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Setting expectations for issue investigation and sharing suggestions

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Chat:

Hello (name)! Thank you for reaching out to Wix Customer Care! My name is Julio and I'll be happy to assist you

How're you doing today?

Call:

Hi! This is Julio calling you back from Wix. Before we begin, may I have your name and the email address of your Wix account, please?

Thank you, (name)

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Chat Saved Replies doc
Chat Structure in Bank of Chats
Call/Chat flow

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CC approach recap, check results, compare them with the results before the cycle, sum-up what we improved and set goals for the future

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Review set goals, concentrate on the Soft Skills (especially Familiarization, Empathy + Tone on calls

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Closer should include the following:

​

Wrap up - wrap up the chat/call with positivity. Thank a user for a nice call/chat or bringing such an important issue/matter to our attention. We can refer to the topic of the user’s request or the suggestion mentioned above;

Future opportunities - we let the user know we are here for them to get them covered in case they face anything in the future. In case the user rejected a suggestion you made - here you can remind we are always happy to discuss their business growth later on;

Survey reminder (optional)

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Roadmapping and Suggestions flow for Calls and Chats
Empathy

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While we're here, I also have a quick and free of charge suggestion for your site. Do you have a minute, so I can share it with you?

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Discuss opportunities for growth, review items to improve, concentrate on the Chat/Call Structure in general + call/chat flows (IMS, USP, esc)