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How this happens on a call

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Once the suggestion is presented, encourage the user to implement it together in the chat:

E.g. Let's create the SEO Plan together right now? It'll be my pleasure to show you how to deal with the tool

Mention the feature can be easily added, it's free of charge (if it is).

After, guide the user step-by-step to implement the suggestion

Add screenshots on what to do

Check the progress and result to make sure everything works

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How to encourage adding the feature/tool + how to get a result?

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How to encourage adding the feature/tool + how to get a result?

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designed to help you improve your site's search engine optimization (SEO) based on your business's information and your keywords. It also lets you connect and verify your site with Google so that your site appears in search engine results and more people find it to buy your pictures

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I think it's a great idea to work on your site's visibility with the SEO Wiz tool. This is a step-by-step checklist

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I can see that you paint pictures and sell them to help the animal shelter. This is an incredible goal!

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Tell the user the value of the tool/feature, explaining what they get if using it:

- attract more visitors / increase traffic
- increase sales
- let more people know about your business
- manage everything in one place
- improve communication with clients

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Explain what the feature does, how it can be used

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Use the info you learn about the site/account

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How to present suggestions to my users successfully?

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How to present suggestions to my users successfully?

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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?"

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2. Once the issue is discussed:

-  I would also love to show you a quick useful feature for your site while we're on the call, this won't take long, sounds good?

- Before we finish, I'd also like to make our call beneficial and provide a small tip for your site development. Do you have a couple of minutes?

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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"

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

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"

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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"

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When and how I can set expectations about suggestions?

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When and how I can set expectations about suggestions?

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The element in the chat/call structure that is used to set expectations about the issue investigation or sharing suggestions is called ROADMAP.

So, how can we roadmap users about suggestions?

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How to encourage adding the feature/tool + how to get a result?

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How to encourage adding the feature/tool + how to get a result?

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How to present suggestions to my users successfully?

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How to present suggestions to my users successfully?

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When and how I can set expectations about suggestions?

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When and how I can set expectations about suggestions?

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Suggesting and implementing suggestions. USP usage

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Suggesting and implementing suggestions. USP usage

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When we share the solution or a workaround with the user, we have to be sure it's safe and helpful to use it.

Here we have an example of so-called "Black SEO" which can be harmful for the user, so it's better to avoid such workarounds in the future

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Summarize cooperation, practice on calls/chats

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Suggestions, Implementation, Familiarization practice

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Let's set more clear expectations for the transfer, as it usually takes longer than 1 min for the call to be taken by another expert.

E.g. "I'm going to transfer our call to the Online Programs team so they could assist you further. Please stay on the line and one of the experts will join you"

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Let's change opener to lead the conversation and confirm a user's name and email first:

"Hi, this is Omar calling you back from Wix Customer Care. Before we begin, could you please tell me your name and the email address of your Wix account?"

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Chat Saved Replies doc
Chat/Call Structure
Call/Chat flow

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CC approach recap, check results

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Soft Skills: ways to show empathy
Suggest and Implement

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Suggesting Approaches
Familiarization

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Chat/Call Structure elements

+ Roadmap and Suggesting (general)