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Guide the user step-by-step during the solution

Explain the info that isn't clear to them

Customize info from articles

Send screenshots for visual understanding (you can also send screenshots or written info (like DNS records) via email while being on the call)

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"I totally understand that this causes inconveniences, let's see what I can do for you''

"Thank you for the information provided, it'll help to check the issue further''

"I see the Premium Plan renewal wasn't turned off, that's why it renewed. But no worries, I'll check the info on my end"

"You did a great job with changing the records!"

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Stay involved when the user is explaining the issue and makes pauses: "aha", "i got it", "thank you for the info", a"could you please also tell me?"

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Address and react to everything the user says on the call/writes in the chat

Reply in a timely manner to maintain the user’s engagement

Specify the exact time when asking for absence (up to 5 min)

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Communicate in polite way: apply expressions like “please note”, “kindly proceed to”, "Could you please share" etc.

Mention appreciation for the user’s waiting time and cooperation: "Thanks for the info", "Thank you for the screenshot", "Thank you for your time and patience"

Maintain positive attitude no matter what

Personalize your conversation: customize info in articles, don't send article links, send screenshots

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React to users' emotions and feelings

Pay attention to all user's messages and use your Active Listening and show empathy for users to feel heard;

Shift focus from negative to neutral, not to blame on the user or yourself;

Praise the user for the work done.

Instead of "sorry"
Saved Replies

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Elements we use throughout the call/chat: Soft Skills

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Elements we use throughout the call/chat: Soft Skills

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Thank a user for a nice call/chat + let the user know we're always here 

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Thank a user for a nice call/chat + let the user know we're always here 

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Helen, I wish you good luck with your business! Thanks for being a Wix user! If you need anything in the future, we’re here to help. Have a great day!

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Gather the details about the issue, restate it back

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Gather the details about the issue, restate it back

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"I can see you are contacting us in reference to the domain name connection. Is that correct?  ... Please tell me the domain name and the website you'd like to connect the domain to?"

"Could you please tell me more about the issue you're experiencing?" + then sum-up the details we have

"Sure, I'll gladly help you with reassigning your premium Plan to the new site"

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1. Encourage the user to work on the feature together during the call/chat (e.g. "What about setting up/adding/working on it together right now? It won’t take much time and will be my pleasure to guide you through!)

2. (Optional) Mention that the feature is free to use

3. Add links to the dashboard and screenshots to show how to access the tab and how the feature looks like

4. Guide the user through the process step-by-step

5. Check the result

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On calls: introduce yourself, ask for the name and email, ask a warm-up question

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On calls: introduce yourself, ask for the name and email, ask a warm-up question

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Hi, this is Alona, contacting you back from Wix Customer Care.

Before we get started, may I have your name and the email address associated with your Wix account, please?

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Choose the suggestion in the USP and present it to the user

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Choose the suggestion in the USP and present it to the user

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1. Tell what feature you have and why the user needs it (connect it to a user's site/business)

2. Explain the value of the feature for the user, customize it (you can find it in the USP)

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On chats: mention a user's name, introduce yourself, ask a warm-up question

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On chats: mention a user's name, introduce yourself, ask a warm-up question

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Hi (username)! My name is Alona, and it's my pleasure to assist you today.
How's your day going so far?

OR

Hi (username)! My name is Alona, and it's my pleasure to assist you today.
Before we begin, may I have your name, please?

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Don't ask "Is there anything else...", rather let the user know you want to share the suggestion

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Don't ask "Is there anything else...", rather let the user know you want to share the suggestion

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***We add a transition to suggestions after the solution wrap-up, to come back to the suggestion we mentioned, or when we didn't roadmap about them at the beginning of the chat***

"As promised, I also want to show you a quick growth opportunity for your site"

"I would also love to show you a quick useful feature for your site, this won't take long, sounds good?"

"I'd also like to share with you the tip for your website development. Do you have a couple of minutes to discuss it with me?"

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Share your findings + create a small plan of your actions (E.g. So, I checked everything on my end and in order to connect your domain correctly, we need to update the A and Cname records in your domain host account. I'll guide you through the process)

Guide the user step-by-step + visualization

Check their progress to be sure they follow you

Customize steps, don't send article link

wrap-up the solution by praising the work done (e.g. Great job! I'm glad we managed to solve this together)

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It can be an impactful question about a user's business / small talk / compliment

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It can be an impactful question about a user's business / small talk / compliment

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At this stage, more applicable on chats, but we also can familiarize after the issue investigation / after the issue solution: "While I'm checking a domain connection, could you please tell me how do you usually communicate with your clients?"

On calls, we can familiarize before / while checking the issue / or when we come back with our findings: "Thank you for waiting, I'm back! Before we move on to my findings, I'd like to mention that the paintings on your site look amazing! "Sunset flowers" is in my heart :)"

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"While I do that, I’ll also look over your account to see if there are any other growth opportunities we can look into after the issue solution, sound good?"

"Once we discuss your issue, I’ll be happy to share with you a suggestion for your website growth"

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Please allow me 3-5 min for that, and I’ll be back with my findings

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Set expectations about what you’re going to check

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Set expectations about what you’re going to check

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I’m going to open your account and check the domain settings to see if the records are properly set