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Focus on the structure of the chat/call, discuss areas for improvement, work on live interactions

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Discuss results

Focus on Suggestion Roadmap and Suggestion presentation

Chats/Calls practice

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Soft Skills: empathy and ways to show it to users

Chats/Calls practice

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Soft Skills: Familiarization

Chats/Calls practice

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Check results and improvements

Chats/Calls practice

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

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thank for the details; restate/rephrase the issue back; ask additional questions to gather all the necessary info

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Acknowledge a user's issue first, then "troubleshoot it":

"Thank you for the details of your issue with not receiving form submissions to your email! I'll do my best to check everything on our end"

OR

"I understand that you've set up the email to receive forms submissions, but they appear in Wix Inbox only"

OR

"Thank you for the details! Could you please also tell me the email address you'd like to receive submissions to?" (in case user has incorrect email added)

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Acknowledge the issue first, gather the details, and only then share your findings and observations.

"Why is the reason you created some redirections to this page?" question sounds illogical and accusatory here

First, go with: "Thank you for explaining the situation with the page, I'll do my best to check the details and see what should be done to solve this"

After that if you don't need time to go and check it and the dashboard is already open, share what you see: "Mehdi, I'm in your account now and I see there is a 301 redirect created for this page. Was it created by you?" + attach the screenshot

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Set expectations about your further actions and plan on the conversation;

be responsive, set clear time frame for issue checking, reply within that timeframe

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1. Acknowledge the issue

2. Set expectations about what you're going to check: "Let me open your account and check the info about your Business Phone Number, I'll be back in 5 min"

3. Explain who you need to contact, how the expert is going to help? Will it be a chat transfer you just want to check the issue with colleagues? - set clear expectations for the user

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It's important to mention a clear time frame for issue checking, up to 5 min

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Share your findings/observations; guide step-by-step; check the result, etc.

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check on your end first, then explain why you ask to go there

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How you know that the user isn't connected to Google? How you know whether they have the site enabled to search engines? How you know what exactly they need to do and for what without checking anything?

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First, gather the details and check user's site, account, what stage they're on in seo in this case, etc.

After that, share your observations and create a plan to follow to solve the issue

e.g.: "I've checked your account and see that you've started working on SEO Wiz tool and before connecting your site to Google we also need to add your homepage's description. Please go you SEO Wiz tool first"

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Explain what you're checking, what results you have, etc.

If you ask for 5 min, get back in no more than 5 min

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1. Same with responsiveness and roadmapping

2. What test did you do? Explain to the user

3. Why they need to publish site? What are your findings? Why they need to wait for 5 more minutes?

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Why they need to publish site? What info to update?

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If the issue is resolved, USP is one, user's mood is okay - move to suggestions and present it 

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If the issue is resolved, USP is one, user's mood is okay - move to suggestions and present it 

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Avoid asking 'Do you have other questions?", move to suggestions instead

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Avoid asking 'Do you have other questions?", move to suggestions instead

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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 see that you have your email address and contact form added on the site. It can be also a great idea to add a Wix Chat app as it allows you to communicate with site visitors in real-time so you can welcome them and answer questions immediately. You can correspond with visitors on-the-go from your mobile device or chat directly from your site dashboard"

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

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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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This message is overwhelming, so we really need to split the text into several messages

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This message is overwhelming, so we really need to split the text into several messages

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1. "I'm glad I was able to help you"

2. wrap-up the conversation and mention future opportunities: "Thank you for getting in touch with the SEO question today! In case you have any other questions or concerns, we're always here for you"

3. mention survey: "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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Link the issue that corresponds a user's concern

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Link the issue that corresponds a user's concern

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Link the issue in IMS for every user's inquiry / issue / question

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Link the issue in IMS for every user's inquiry / issue / question