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1. While we're here on the call, I'd like to share with you one tip

2. To let more people know about the services, I suggest setting up a Google Business Profile. This way you can connect with users from Google and Google Maps, attract local traffic, gain insights into how your customers find you on the web, and manage customer reviews. You can create a free Google Business Profile in your Wix account, or link your existing profile

3. This feature is free to use and takes a couple of minutes to connect :) I'll gladly show you how it looks like and how to set up a profile right now if you're ready

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

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Summarize what was said, check a user's reaction + add a transition

"This is how it's working for blogs, name.

Now, I'd also like to suggest you a useful tool for your site's development which is easy to add and free to use. What do you think?"

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While we're here, I also have a quick and free of charge suggestion for your site. Do you have a minute, so I can share it with you?

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Once you discussed a user's issue, and you agreed what to do with it, move to suggestions and avoid asking "Is there anything else...?"

Use encouraging and motivating transitional phrases + cliffhangers instead

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Suggestions, Implementation, Familiarization

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"Let's imagine that they aren't taking calls, so yeah ..." - let's remember to be kind always and change it to something like "Since the team aren't taking calls right now", "Please note that ..."

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User: "so they'll contact me via email and not call me back?"

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User: "so they'll contact me via email and not call me back?"

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call1 imagine sounds unprofessional change it

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We can change this closer to:

1. send an issue wrap-up separately
2. mention future opportunities
3. send the message about survey separately

E.g. It was my pleasure assisting you with the SEO for Blog posts today,! Feel free to reach back to us in case you need any further assistance.

In case 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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1. before suggesting, add a transitional phrase, so the user knows what to expect
2. when presenting the feature, try to explain "why" you suggest, "what" the feature is, "how" the user can benefit from it
3. encourage implementing the feature together

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Avoid sending too much info in one message, this is overwhelming, let's rather divide info into a couple of messages (1 - 2 sentences in a message)

Case 1: send text as 2 separate messages if you want to make a derogation

Case 2. Send a message about what Google asks + "Could you please..." with the screenshot as another message

Case 3. Once screenshot in one message + avoid typing info below screenshots, it's not that visible for users

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Once you set expectations about the issue investigation, mention that you also have the willingness to suggest once the issue is discussed:

Calls: "While I'm checking the issue, i’ll also look over your account to see if there are any growth opportunities we can look into after the issue solution, sound good?

Chats: "Besides, I'd like to share a small tip for your site's development once we discuss this inquiry. How does it sound?"

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When you go to check a user's issue, state a clear time frame of your absence and get back to the user within the time frame.

E.g.: Let me check if it can be managed from your SEO settings, I'll be back in no more than 5min

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Ask what's the user's goal and industry and update the info

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User doesn't ask about design, they ask to share your opinion about site in general, so you can share your observations/ add a compliment + suggest the feature from USP to improve the site

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user doesn'y ask about design so suggest

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Once the suggestion is presented, encourage adding it together: "What do you think about adding the chat to your site together while we're in the chat? I'll gladly guide you and it'll take just 2 min"

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When presenting the suggestion, start from positive + explain what the feature is and how the user can benefit from it.

Instead of saying "You haven't added live chat" say "I also checked your site and noticed you manage an online shop, so it's a great idea to add the chat option. This way your clients can contact you while browsing your site, chat with you and ask any questions they have. By engaging with customers using live chat, you can increase your business revenue 8-12x, and by recommending products to customers in real time you can generate 71% more sales"

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Avoid asking "Is there anything else I can help you with today", and simply mention you have a suggestion for the user: "I also have a suggestion for your site. Do you have a minute so I can share it with you?"

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Live site suggestions can be added as extra ones, let's first share our tools and feature for site management 

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Live site suggestions can be added as extra ones, let's first share our tools and feature for site management 

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we don't ive design sugegstions, you can add them after usp

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5. Suggestion: move to them, present, implement

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5. Suggestion: move to them, present, implement

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Setting expectations for issue investigation and sharing suggestions

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Hello! Thank you for reaching out to Wix Customer Care! My name is Clemens and I'll be happy to assist you today

Before we begin, may I have your name?

Nice to chat with you, name. How're you doing today?

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Let's be sure that we always stay professionals. Change "As you might understand" to, for example, "Please note", "kindly be advised that", etc

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

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CC approach recap, check results, compare them with the results before the cycle, sum-up what we improved and set goals for the future

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Review set goals, concentrate on the Soft Skills (especially Familiarization, Empathy + Tone on calls

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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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Roadmapping and Suggestions flow for Calls and Chats
Empathy

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Discuss opportunities for growth, review items to improve, concentrate on the Chat/Call Structure in general + call/chat flows (IMS, USP, esc)