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Greet the user,

use/ask their name,

introduce yourself,

mention you'll be glad to help,

ask about their day / mood (optional)

e.g. Hi Bart, thank you for contacting Wix! My name is Jules and I'll gladly assist you.

How're you doing today?

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Greet the user

Brand the call mentioning Wix

Introduce yourself

Request a user's name and email address

Ask the user about their day / mood (optional)

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

Thank you, Helen! How's your day going so far?

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Greet the user using their name

Mention you'll continue assisting them

Acknowledge their issue before investigating it / ask how you can help if there are no details in the previous conversation

e.g. Hi Salvatore! My name is Jules, and I'll assist you further regarding the 1099-K form

I see that you'd like to access the form for 2023. May I ask if you were previously able to see it?

OR

Hi Salvatore! My name is Jules, and I'll assist you further. Please allow me 2-3 min to review the issue details

I see that ...

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Greet the user by their name

Introduce yourself + your role

Acknowledge a user's issue based on previous expert's explanation for soft transfer / expert's notes for hard transfers

e.g. Hi Tim! Thank you for waiting. It's Jules from Payments by Wix

I see that you have the issue with ...

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Wrap up - thank a user for a nice call/chat or bringing such an important issue/matter to our attention.

Future opportunities - we let the user know we are here for them to get them covered in case they face anything in the future.

Survey reminder (optional)

End chat within 2 min

e.g. I’m glad we were able to find a solution. In case you have any other questions or concerns, we’re here to help.

After this chat / call, you’ll receive a survey! We would really appreciate you letting us know how we did today!

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asking "Is there anything else I can help you with?"

asking the user to close the chat / hung up call when they're ready

saying "support team", "customer support" instead of "Customer Care"

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Chats:

explain that the user will be transferred to a specified department, disclose the department to the user

avoid mentioning a timeframe for the hold

e.g. I'd like to transfer our chat online to the Stores team so they can assist you further. Please wait for the expert to join

Calls:

Soft transfer: set expectations about the transfer for the user + introduce the next expert, mentioning their name and role

Hard transfer: let the user know they will be transferred + mention the department. Avoid stating hold time frame but mention the user will be placed on hold

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If a user doesn’t respond to your latest message for 3 minutes, ask the user if they are still there. Wait for 2 more minutes to inform the user since they are not replying, you will be ending the chat and click the End Chat button.

Check in after 3 min: "Name, please let me know if we're connected?"

Close the chat in 2 min: "In case you have stepped out or perhaps cannot chat at the moment, I’m closing this chat for now. Please do not hesitate to contact us with any question or concern you may come across! Meanwhile, have an amazing day"

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Let's pay attention to the ChatBot conversation and proceed from there.

Acknowledge the issue by:

Thanking for the details of the "issue"

Restating it back to the user

Asking additional questions/details to clarify

e.g. I can see that you try to verify your Wix Payments account but receive the message about your company details mismatch for the QustomDot2024 website, am I correct?

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Set clear expectations about what you’re going to check / the purpose of the hold

​​

E.g.: I’m going to open your Wix Payments account and check the details to see what should be done to verify it

​

State a clear absence time frame (up to 5 min)

​

E.g.: Please allow me around 5 min for that, and I’ll be back with my findings

Get back to the user within the timeframe you mentioned

Ask for additional hold if needed, set its purpose and state a time frame again

E.g.: I need additional 3 min to check if the document uploaded matches the info in the dashboard

In case the user sends messages during the hold - respond AND restate being placed on hold

If you don’t need to use a hold on a call, please do not exceed 45 seconds dead air or silence

Apologize if the hold took longer than expected due to tech issues, etc.

Check in with the user if they stop responding

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If there are multiple questions / issues, address one by one:

e.g. I’ll gladly address your questions one by one. Let’s first discuss *1st question* and then speak about the *2nd question*

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Always remember about IMS when the chat/call is ended

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Always remember about IMS when the chat/call is ended

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Before guiding the user through the solution, build a short plan / explain what has to be done:

e.g. I see that your payout is on hold due to Bank details verification issue. You need to upload your bank statement to resolve it. Let me guide you

Avoid overwhelming the user with too much info in one message or several steps at once

Guide step-by-step and give some time to complete it, check-in with the user

Send 1-2 sentences per message

Customize / adjust info due to users' needs, remove extra info

In case the issue has to be escalated, set clear expectations about it