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Greet the user first introducing yourself, asking their name, ask warm-up questions and acknowledge the issue next:

"Hello! My name is Gerald and I'll be glad to assist you today!

Before we begin, may I have your name please?"

or

"Hello Tina! This is Gerald, thank you for contacting Wix. How're you doing today?"

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Check the info in the chat/call bot and if the info there is helpful start from there instead of asking "how can I help you?"

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Let's acknowledge the issue by restating/rephrasing it back to the user, asking questions, clarifying the issue, etc.

"Thank you for letting me know about your concern with accepting payments on your site because of the documents mismatch"

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Issue Acknowledgment + Roadmapping

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Respond to the user asap, acknowledge the issue first, after that set expectations about the issue investigation and state a clear time absence note:

"Please allow me 3-5 min to check the info about the 50% sale"

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Before going to check the issue mention where you go, what you're going to check and how much time you need:

"Thank you! I'm going to open your account and check Wix Payments settings, please allow me around 3-5 min"

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Same here, state a clear time frame for checking the issue

+ it's better to put the call on hold while checking, not to distract the user with the noise on the background

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1. First of all, there is no "other line" for users to wait, let's avoid saying this.

2. Be clear and detailed in what you share with the user regarding the issue findings / solution steps. Explain what doesn't match, why the issue was occurred, create the plan for solving it.

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Avoid sending too much info in one message not to overwhelm the user, lose focus and spend much time typing the whole paragraph.

When you're back with some issue findings:

1. Thank the user for waiting

2. Share findings / plan for solution, sending 1-2 sentences per message

3. Guide the user through the solution step-by-step to make sure they follow you, make changes and get results

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1.You're in PbW bundle when the issue is related to PnP. It would be better to reassign it to Billing from the very beginning, not to make assumptions or provide wrong info to the user

2."As much as I know" doesn't show us as experienced and knowledgable experts, so if the issue is related to our bundle, let's check the info and then share it with users

3.The compliment here sounds a bit robotic and artificial, let's make honest compliments or those related to users' business / site

4.We never send these huge portions of info in one message. Let's always take the most important part of the article, customize it, and share step-by-step

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Transcript:

"All going to review that information for you, okay? Okay. Okay, stand. Align please. Like three to five minutes. And also, I've noticed, since you already are setting up the Wix payment account. It's actually a really important for us to add. Also, some policy under our website, this is one of the qualification. So, for now, before I can double check, that is information. I would like you to access your dashboard. Can you go with that? can you please access it. Go to your dashboard. Yeah, so done. Give me one second. Yeah, sure."

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When it comes to suggestions we try to connect them to their business and show why it's important / beneficial to use the feture/tool we suggest.

However, we don't say it's a "must" to add/use something and we don't make them to implement.

In this case I would suggest presenting the "Store Policies" suggestion in a softer way showing the benefit of their use and encouraging to implement instead of making the user to do it.

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This is not the way we end chats with our users.

First, if all solution steps were provided one by one, we would receive a user's reaction - the result of our assistance.

After that, we close the interaction, thanking the user for getting in touch or for cooperation, we mention future opportunities + survey as an optional thing.

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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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Same here. We don't end chat after sharing our issue findings. Wait for the user to reply, check in with them if they don't reply for 3 min, apply abandoned chat flow if you never hear back from them.

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We should always pay attention to the issue users contact us with and topics/products these issues are connected to.

So, if the issue is related to Payments by Wix, we cannot link the issue from Wix Invoices prosuct