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1. Once you joined the chat and greeted the user, open UM, impersonate, access the live site (have a quick look at it)

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1. Once you joined the chat and greeted the user, open UM, impersonate, access the live site (have a quick look at it)

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2. Acknowledge a user's issue by restating it back to confirm / by asking questions

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2. Acknowledge a user's issue by restating it back to confirm / by asking questions

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E.g. "Sure, I'll gladly help you with reassigning your premium Plan to the new site"
"I see that want to remove the option to log in with Social media accounts on your site, correct?"
"Thanks for the details. Could you please clarify when did you update the records for the domain?"

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3. While acknowledging the issue and waiting for the user to reply, use this minute to open the USP:  

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3. While acknowledging the issue and waiting for the user to reply, use this minute to open the USP:  

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Check the Overview section to know about user's goal and business type

Have a look at the USP suggestions to see the features for the site

Site Info to see what apps are added, when the site was created, etc.

Timeline to check previous notes

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Throughout the chat. Soft Skill: Empathy

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Throughout the chat. Soft Skill: Empathy

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Let's pay attention to a user's mood, emotions, things they share with us. If you see they're a bit frustrated, irritated, confused with the issue, etc., support them showing you understand how important it is to fix the issue, that you're in the chat for them and you'll do your best.
You're welcome to find a lot of useful empathy tips on the Bank of Chats

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4. Roadmap the user about issue investigation 

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4. Roadmap the user about issue investigation 

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Set expectations about what you’re going to check (mention you'll address issues one-by-one if there are a couple of them)

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

State a clear absence time frame

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

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**(omit only if the user is angry/irritated, or the issue is too sensitive)

Since you've already taken a glance at the site and USP suggestions, you can think of the feature the user should benefit from.
Hence, it's a great idea to grab a user's attention by mentioning you want to share the tip for their site, or that you already have a suggestion, rather than ask if they want you to check their site and find the tip for them.

(use examples in the SR doc⁾

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Throughout the chat. Familiarize to build rapport 

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Throughout the chat. Familiarize to build rapport 

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Familiarization helps us to understand user's business needs, their mood, build trust, suggest and implement successfully.

Ask Impactful questions to learn about the user

Initiate small talks to discuss something interesting

Compliment user's business/achievements

Use active listening to use the info the user shared

Personalize by using a user's name; with screenshots/videos; customizing instructions/suggestion value;

Learn more on the Bank of Chats

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Take time to check the issue and possible solution.
It's a great time to look for the issue in the IMS, the solution can be there.

Throughout the chat: Responsiveness skill
Please remember to keep an eye on the conversation and stay responsive, answer additional questions, get back to the user on time, ask for additional time if you need it, etc.

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Share your observations, findings with the user, explain why the issue occurred and what's your plan on solving it. This transparency helps the users to feel important, respectful, as our partners.

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Guide the user through the steps one-by-one, avoid sending big portions of info in one message

Customize the instructions due to user's needs, remove extra info, or add necessary details, avoid sending article links

In escalation / FR / S&F case act accordingly

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* Transition to suggestions is added if the suggestion roadmap was missed at the beginning

It can be incorporated into the chat in a number of ways:

Cliffhanger transition. A short and impactful way to make the user curious and engaged  ₍tip: Cliffhangers work great with less engaged users or users who want to leave soon.)

Ex: “I also would love to show you something super useful for your site (growth). This might take just 2-3 minutes :)”

General transition. More elaborative and direct way to move to suggestions. ₍tip: it’s great with more easy-going users that you managed to connect to already.)

Ex: “Let’s now spare a moment, so I can show you some growth opportunities that we incorporate to your site together, sounds good?”

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To interest the user with the suggestion, it's important for you as the expert to understand "why" the feature is relevant and what aspect of a user's business it can help. So, you had time to check the USP tabs, user's site and Dashboard, you could familiarize by asking questions, adding compliments, etc., and now it's time to present the suggestion.

1. Create a personalized introduction to the suggestion, connect it to a user's site/business

2. Explain the value of the feature for the user, customize it due to their needs

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

Example

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11. Encourage to implement the suggestion

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11. Encourage to implement the suggestion

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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 automation together right now? It'll be my pleasure to show you how to customize and activate it

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

Send a follow-up with the steps if the user is in a hurry

Check the tips on the Bank of Chats

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*Once you discussed user's concerns, implemented the suggestion, it's just the time to wrap up the conversation, without asking "is there anything else I can help you with?"
Closer should include the following:

Positive Wrap up - thank a user for a nice chat or bringing the issue to our attention. We can refer to the user’s request or the suggestion

Future opportunities - let the user know we're always here if they have questions or want to hear suggestions

Survey reminder (optional)

E.g. "Helen, I wish you good luck with your Pilates school! 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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With the high level of etiquette, we want to ensure that our customers receive the level of service they deserve.

Tips and guidelines:

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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 (providing us with screenshots, clarifications, etc.);

Support the user’s informal messages or/and initiate them

Maintain positive attitude no matter what

Personalize your conversation

Be transparent

Use the right vocabulary

Keep a professional attitude