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Thank you for waiting!

So after testing on my end I noticed that....

I understand this option is very important in managing your business. I will send a feedback to the responsible Payments manager regarding implementing this option in the future.

Sure, my pleasure!

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Thank you for the details. I will do my best to assist you with the resolving the verification issue.

Definitely, I will schedule a callback for you right now.

Please confirm your phone number including the country code.

Meanwhile, I will do my best to assist you on the chat. Please allow me just 1-2 minutes to check your account.

Thank you for waiting!

The callback is scheduled, so my colleague will call you back as soon as possible.

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I appreciate your cooperation! Let me check this for you.

Thank you for waiting. I noticed that the image quality is not very high, this may cause the issue. Let's re-upload your ID document again! Please make another high quality photo of your ID document with all 4 corners of visible, and re-upload in the Wix Payments dashboard (HERE).

I understand this can be frustrating, but I will do my best to assist you now.

Thank you! Checking

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don't agree that something is really confusing for you too: "Yes, Editor is really confusing!"

don't agree that some products are difficult to work with: "I agree that Wix Stores isn't easy to work with, you're right"

don't show Wix in a bad light "Yes, there are too many bugs at Wix"

don't devalue users' feelings: "Calm down, please. You’re overthinking it”; “At least you still have your site working!”

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I'll do my best to check this on my end and see what has to be done further to resolve the issue

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I totally understand that this issue causes a lot of inconveniences and that this has to be solved asap

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I appreciate you sharing the details of the issue with me! They'll help to check everything thoroughly

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Create a new document and edit with others at the same time -- from your computer, phone or tablet. Get stuff done with or without an internet connection. Use Docs to edit Word files. Free from Google.

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Create a new spreadsheet and edit with others at the same time -- from your computer, phone or tablet. Get stuff done with or without an internet connection. Use Sheets to edit Excel files. Free from Google.

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Here are some key indicators where we need to express empathy:

1. Emotional language: If a customer is expressing frustration, anger, sadness, or any other strong emotion, it's a signal that they may need empathy. Listen for keywords or phrases that indicate their emotional state.

2. Challenging situations: When a customer is facing a difficult or challenging issue, such as a technical problem or a complex request. These situations can be stressful for customers, and they appreciate knowing that we understand their frustration.

3. Personal experiences shared: Sometimes, customers may share personal experiences or challenges they're facing in their lives that relate to their support request. In these instances, acknowledging their situation with empathy can help build rapport and trust.

4. Lengthy or recurring issues: If a customer has been dealing with a problem for an extended period or has experienced repeated issues, they might be feeling overwhelmed or discouraged. Showing empathy can help alleviate their frustration and show that you genuinely care about resolving the problem.

5. Empathy requests: Occasionally, customers may explicitly express a need for empathy or understanding. For example, they might say, "I've been dealing with this issue for days, and it's incredibly frustrating." Take such requests seriously and respond with empathy.

6. Non-verbal cues: While support interactions often occur through text-based channels like email or chat, agents can still pay attention to non-verbal cues within the written communication. If a customer's tone or language suggests distress or frustration, it's an opportunity to respond empathetically.

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Add empathetic replies or change the existing ones

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Add empathetic replies or change the existing ones

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Express empathy from the very beginning, and anytime it's necessary throughout the call/chat: "Thank you for bringing this issue to our attention, I'll do my best to check it and see what we should do to resolve it"

Pay attention to all user's messages and use your Active Listening to show empathy for users to feel heard: "I understand that verifying your Bank details takes longer than it was expected. Please let me check what should be done in this case"

Shift focus from negative to neutral, not to blame on the user or yourself: change "You cannot use Wix Payments because you sell prohibited items" to "Upon checking your account, I noticed that some products from the list of prohibited items were chosen when connecting Wix Payments"

Avoid Sympathy: "You must me so tired of uploading your Company details several times". Instead, say: "I realize that it causes inconveniences, and I'll gladly help you with uploading your Company details during the chat"

Change "I'm sorry" to other phases - "I understand", I realize", "I know how", "I imagine how", etc.

Praise the user for the work done: "I'm glad the issue is fixed. We've been a great team!"

Thank the user for their time, patience, positive thoughts about Wix or your help: "Thank you so much for your time and patience!"; "Thanks for your kind words! It was a pleasure to assist you today"

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Empathy is the ability to recognize, understand, and share the thoughts and feelings of another person. As CC experts, we should understand that a pinch of empathy can fix almost every chat/call.

By supporting the user and sharing their feelings about the issue, you can create a bond, give some suggestions to make the interaction beneficial for them and leave a great impression of our service.