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Suggestion. Our professional piece of advice shared with a user, which is aimed to move them forward along their success path and advance their business with Wix.

Example: I’ve noticed that you manage social media accounts for your business (Instagram, Facebook),in order to get more traffic and boot your leads it could be a good idea to use Social posts feature and publish the information about your new products for example.

Acknowledgment & Clarification. In this part, we recognize and restate the exact issue the user is experiencing (mentioning the info stated in the chatbot note as well), as well as ask for more info when needed.

Example:  I appreciate these details, Abby.  Let me take care of the issue for you! As I understand, you've been unable to see your custom domain live for the past 2 days. Could you specify the domain name for me?

Closer. A nice end of the chat with positive vibes, which wraps up all the interaction and makes the user want to come back to us. Here you must summarize everything discussed.

Closer should include the following: wrap up (thank a user for a nice chat or bringing such an important issue to our attention), future opportunities(we let the user know we are here for them to get them covered), survey reminder (optional)

Example: 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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Solution walk-through. Main part of the chat where you address a user’s issue by guiding them step-by-step using clear and structured instructions.

Example: In order to solve the issue with the filters,you'll need to go to Editor and change the column layout. Can you access it now? We can do it together!

Opener. The unit of the chat that can make a huge first impression, therefore it should be super personalized, warming and laconic. Opener should include greeting, personal identification, addressing user by name, warming message/small talk/compliment.

Example: Hello Tom, nice to e-meet you! My name is Carol, and I'm here to assist you! How is your day going so far?;)

Suggestion walk-through (Implementation) is a process of fulfillment the offered CC suggestions with the user during chat interaction right away.
It includes a transitional phrase with the encouragement to complete the offered feature and personalized step-by-step guidelines with the direct links to user’s dashboard / Wix Editor and specially made screenshots and videos.

Example: Let’s add Wix Store policies together right now! It won't take much time, and they will make your business even more successful and professional. It will be my pleasure to guide you through, shall we start?

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Roadmapping.  A Roadmap is a strategic plan which defines the process or  workflow we will be following during the chat, all while making room for conversation. We should set a roadmap, once we understand the issue, that we will be helping with the issue at hand and also will be having a conversation to understand the business and goals to see what else we can help them with.

Set expectations about what you’re going to check

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

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State a clear absence time frame

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E.g.: Please allow me 3-5 min for that, and I’ll be back with my finding s

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Roadmap about suggestions

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E.g.: Tom, once we discuss your issue, I’ll be happy to share with you a couple of tips for your website growth

Familiarization. During live interactions, we always try to familiarize with our users not only to better understand their site goals and business needs, but also to bond with them. While familiarizing we utilize such components: impactful questions, small talks, compliments.

We also utilize active listening and personalization.

Example: Wix wants your business to prosper with the help of its tools, and we are trying to do our best to offer you only relevant and useful tips. Therefore, could you please tell me what are focused right now on? What is your current goal?

Transition. Transition is a chat component, meant for setting an expectation about site growth tips. Can be incorporated into the chat via cliffhangers or ordinary transitions.

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