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Set, maintaing and re-establishing impressions with Wix Branding.

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Did the expert brand the interaction?

Did the expert introduce themselves?

Did the expert identify the user – name and email?

Did the expert acknowledge the user’s issue?

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1. Greeting: "Hi", "Thank you for contacting..."

2. Branding: Wix, Wix.com or Wix Customer care.

3. Expert introduction: my name is, its... from Wix. etc.

4. Requesting User's name: May I have your name and the email address associated to your wIx account?

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The user must always confirm the email address assciated to the account on WIX.

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The expert must always greet the user by their name.

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1. Greeting: "Hi", "Thank you for contacting..."

2. Expert Introduction: "This is____ from WIX."

3. Acknowledgement of User's name: "Hi, Marco."

4. Offer help: "How may I help you?" or if they asked for help before: "I see you have an issue with..."

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Procedures (4 Points)

Objectives:

Ensure an Accurate Account

Ensure the Assignment of the Correct Group

Ensure the Assignment of the Correct Issue in IMS and Article in Answers

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Following Guidelines – Experts must follow the defined processes for splitting and merging tickets.

Live Channels – If an expert is handling an issue within their assigned area and then the user introduces a different issue outside that area:

The expert should escalate offline the issue

The expert should create a new ticket for the second issue and assign it to the appropriate team.

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Closing statement and branding

(Optional) Mentioning the survey

Exceptions: user hang up the call before closing etiquette, dropped call and unable to reach user again

De-escalation -> supervisor may hung up on verbally abusive or discriminatory user only after 2-3 warnings

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Same Bundle Escalations

If the issue needs to be escalated offline within the same group, the expert shouldn’t create a new ticket or separate the issue unless it is specified by a documented workflow!

Assign to Correct Group/Queue

The group must be based on the user’s initial issue. If it is assigned to the correct group, the expert should double check.

Transfer to Another Live Queue

If it is not the correct group, the expert must transfer to the correct queue.

Offline Escalation

The expert must assign the correct product group.

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a. Setting expectations: explain other expert take over

b. Introductiin of next expert -> first name

Hard-Transfer

a. Setting expectations: explain transfer to specific department, give no hold timeframe

b. Mentioning Hold

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IMS and Article

Assigning the Correct Issue(s) in IMS and add all the user's issues.

The expert has to assign the correct articles that have the solution/troubleshooting related to the issue.

If there is not article or there is a more relevant article missing, the expert should suggest a missing article.

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Ticket Priority (Feature in Answers)

The expert should not change a ticket's priority unless instructed by a workflow or advised by PST (Possible support Team/QA.