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Chat/Call Saved Replies

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Greet the user using their name, introduce yourself, thank them for contacting/mention you're glad to help, ask a warm-up question.

E.g. Hi Rebecca! My name is Emily and I'll be happy to assist you today

How's your day going? / How're you doing today?

OR

Hi Rebecca! It's nice to see you in the chat. My name is Emily, I'm Payments expert here at Wix

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Acknowledgment + Empathy, Share findings

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Acknowledgment + Empathy, Share findings

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Before going to check users' accounts, let's pay attention to the chatbot note, thank for the details; restate/rephrase the issue back; ask additional questions to gather all the necessary info

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Hi Scott! Thank you for contacting Wix. My name is Emily and I'll gladly assist you today

I understand that there is the issue with your bank account details verification. Please be sure that I'll check all the info for you

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Thank you for sharing the details of the issue with the document being rejected, I'll be glad to assist you

Please allow me around 3-5min to open your account and check the info on our end

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I understand that this issue with verifying details causes inconveniences, please rest assured we'll figure it out together

...

Upon checking the details on our end I see there is an issue with a personal address in the Wix Payments account and ID you upload

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check conversation with a previous expert to have enough details + show some empathy

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Hi Josh! My name is Emily and I'll be glad to assist you further

So, I understand there is the issue with the checkout on your site that has to be resolved as soon as possible

Upon checking the conversation with my colleague, I see you shared the screenshot with your user's complaint about checkout on the site ...

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Transition to suggestions + presentation

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Transition to suggestions + presentation

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Let's set clear expectations first to move to suggestions:

"Before you go, I'd like to share one tip for your business" OR "While we're here, don't you mind me sharing the tool you can benefit from?"

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Get back to the suggestion + implement it together with the user

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Get back to the suggestion + implement it together with the user

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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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"Thank you for getting in touch with us, Rebecca! In case you have any other questions or concerns, we're always here for you."

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In case you see a logical ending of the conversation, add a closing message and 'End chat".

If the user abandons the conversation, check-in with them in 3 min: "Mary, please let me know if you're with me",

wait 2 more min and add a SR about ending the chat: "In case you've stepped our or perhaps cannot chat at the moment, I'm closing the chat now. Please feel free to reach out to us any time in the future"

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greeting + issue acknowledgment

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After that present the suggestion explaining what the feature is and how they'll benefit from it:

"I'd like to suggest you to connect your Gmail account to Wix inbox, so that any emails you send ....."

+ when the feature is presented, encourage to implement and guide the user to have the result:

"I'll gladly show you how to connect it now as it takes just a couple of minutes. How does it sound?"

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Explain that this is the feature you suggest + share its value/benefits

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Explain that this is the feature you suggest + share its value/benefits

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Check in with the user in 3 min before performing further actions

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Check in with the user in 3 min before performing further actions

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When we transfer chats, we usually set expectations about transferring it to the relevant team + mention it may take some time for the expert to join:

"Thank you for sharing the details of the issue. Mike, let me transfer our chat online to my colleagues from the ... team to check it deeper

Please note that it may take a couple of minutes for the expert to join"

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"Thank you for contacting Wix today, Murad!

If you have a minute and would like to, you're also welcome to leave your feedback about our company and assistance in the survey once the chat is ended"