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CC approach recap, check results, compare them with the results before the cycle, sum-up what we improved and set goals for the future

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3) Be responsive, explain more + react to user's positive feedback/kind words: "Yeah, you're right, (name)!" + "It was my pleasure to help!" + change transition to suggestions

4) Change it to sound professional and kind: "Please tell me if we're connected" or "Are you with me in the chat, (name)?"

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1) Learn more about a user's goal and whey they want to gain clients and find some alternative

2) Chat kinder and clarify positively + show empathy. Our users have different background and knowledge level: "Do I understand it right that you requested a crawl from the Google Search Console?"

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Our users don't hear our voice on the chat, so they may not understand the tone and vibe (friendly/unfriendly), so it's important to communicate accordingly to avoid uncomfortable situations

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It's crucial to escalate the case correctly. Please remember to leave the status "Open", reassign to "Escalations - product", send "Chat-esc" saved reply to the user

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I don't see a finished process here, so it would be really great if you helped the user with the connection of GBP

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I'd like to have a look at your site and account to find relevant ways to attract more clients to your site. Kindly allow me no more than 5 min for that

OR

Please allow me 3-5 min to open your account and check the campaign in question

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Setting expectations for issue investigation and sharing suggestions

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Use "Overview" section, Suggestions, Timeline

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Make sure to find and connect a correct issue and article depending on a user's request -- https://support.wix.com/en/article/generating-traffic-to-your-site

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Once the suggestion is presented, encourage adding it together, mention they can add and check how it looks like or works: "What do you think about adding the chat to your site together while we're in the chat? I'll gladly guide you and it'll take just 2 min"

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Great job with a site observation at the beginning!!

Avoid asking "What do you think about adding", but explain "why" the tool you suggest is relevant and beneficial for the user

E.g. "I think this can be a great idea to add the Wix Chat to the site too, in order to communicate with site visitors in real-time so you can welcome them and answer questions immediately. You can correspond with visitors on-the-go from your mobile device or chat directly from your site dashboard. Besides, there is the option to set your online and offline chat hours, add a pre-chat form to collect information when you're offline or FAQs to provide information"

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Add a smooth transition and simply mention you have a suggestion for the user: "I also have a suggestion for your site. Do you have a minute so I can share it with you?"

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Let's avoid closing interactions this way. It's important to make sure users agrees to escalate, and the interaction comes to the end. Doesn't matter, it's an escalation or a solved case

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When guiding the user through the solution, please avoid sending article links, but explain your plan/further actions + guide step-by-step

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Pay attention to a chatbot note, restate the issue back if it's clear, confirm necessary details before checking, ask additional questions.

E.g. "Thank you for explaining the issue with the Google Ads campaign."

"I understand you'd like to re-try your campaign, will do my best to check everything on our end."

"Could you please tell me a campaign name and when it was disapproved by Google?"

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Use a user's name, introduce yourself, show willingness to help

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Chat Saved Replies doc

Chat/Call flow
Chat Structure in Bank of Chats

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Work on chats/calls

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Concentrate on the Soft Skills (especially Familiarization, Empathy)

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Roadmapping and Suggestions + Familiarization

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Discuss opportunities for growth, review items to improve, concentrate on the Chat/Call Structure in general + call/chat flows (IMS, USP, esc)