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Rejections

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Escalation / Chat Transfer:

Offline escalation: "I totally understand how important for you is to solve this issue! To make this chat beneficial for you, I would also be glad to provide a small tip for your site development. Do you have a couple of minutes?"

Chat Transfer: let the user know you want to transfer the chat online + “While we’re waiting for the expert to join, don’t you mind me sharing one small tip for your website development?”

Escalation/ Call transfer case:
before ending up the call to esc it offline or transfer to another live queue, you can also mention the suggestion:
"Before transferring the case to our advanced/another team, I'd like to make our call beneficial for you and provide a small tip for your site development. It'll take just a couple of minutes. How does it sound?"

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How this happens on a call

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Set up a Google Business Profile - article

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Approach 1 (Early suggestion on the call)

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Approach 1 (Early suggestion on the call)

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1. Roadmap about issue investigation
2. Suggestion roadmap

* If it happens that you got in touch with the adv team and you're waiting for the update, you can use this opportunity to suggest

Optional: mention making downtime beneficial
3. Presenting the suggestion and value
4. Encouraging to do right now, while the issue is being investigaied
5. Guiding step by step

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1. Once you join the call and greet the user, open UM, impersonate, access the live site
2. Acknowledge the issue and gather all the details (if you have time, take a look at the site/USP)
3. Roadmap: Mention you'll check a user's site right after roadmapping about the issue, OR add a Transition/Cliffhanger after
4. Spend a minute to take a look at the USP, check site/account while checking the issue to see what suggestion is useful
5. Familiarize with the user: ask a question, make a compliment, initiate a small talk
6. Get back to the suggestion once the issue is discussed

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1. Once you join the chat and greet the user, open UM, impersonate, access the live site (take a quick look at it);
2. While acknowledging the issue and waiting for the user to reply, use this minute to open the USP, check site's goal, suggestions, etc.
3. Roadmap the user about suggestions before checking the issue OR use Cliffhanger/Transition once the issue is discussed
4. Familiarize with the user by asking a question, making a compliment, small talk, etc.
5. Choose the suggestion from USP and present it when the issue is discussed

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-  I would also love to show you a quick useful feature for your site while we're on the call, this won't take long, sounds good?

- Before we finish, I'd also like to make our call beneficial and provide a small tip for your site development. Do you have a couple of minutes?

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- While I do that, I’ll look over your account to see if there are any growth opportunities we can look into after the issue solution, sound good?

- And I’ll also take a look at the site to see if there are any suggestions I may offer to you once we discuss the issue/ question. Is it okay with you?

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Please click here to access the SEO Wiz tool. I'll gladly guide you on how to create the SEO plan for your site and work on the tasks. Shall we begin?

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(screenshot)

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To attract more potential clients to the site, it's a great idea to work on your site's visibility with the SEO Wiz tool. This is a step-by-step checklist designed to help you improve your site's search engine optimization (SEO) based on your business's information and your keywords. It also lets you connect and verify your site with Google so that your site appears in search engine results

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While checking your website, I noticed that you paint pictures and sell them to help the animal shelter. This is an incredible goal!

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What do you struggle with when it comes to suggesting and implementing?

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What do you struggle with when it comes to suggesting and implementing?

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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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Caprice Design & Decor - Your Premier Destination for Floral Design, Event Styling, Photoshoot Styling, Party Planning, and Floral Workshops! Nestled in Toronto, Canada, Caprice Design & Decor is your go-to Floral Design and Event Styling Company.

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Change the suggestion presentation and encourage implementing :)

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1. Cliffhanger
2. Sending a link to the dashboard and making sure the user is there in a chat, OR ask the user to open the tab in the Dashboard on a call
3. Leading through the first steps + personalized value
4. Final walk-through steps + acknowledging user's progress

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Pro tip: Offer the user to try for you to guide them and share insights, and then hide/remove in case they'd like to work on it later

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1. Familiarization
2. Suggestion value
3. Offering to do together for you to show the best practices of the feature and the set-up details
4. Send link on a chat + step-by-step guidelines
5. Showing best practices

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Approach 1 (Early suggestion on the chat)

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Approach 1 (Early suggestion on the chat)

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1. Roadmap about issue investigation
2. Suggestion roadmap/cliffhanger
Optional: mention making downtime beneficial
3. Presenting the suggestion and value
4. Link to the dashboard tab/asking whether user is in Editor
5. Guiding step by step
6. Encouraging to do right now, while you're investigating the issue

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What other ways we can suggest and implement?

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What other ways we can suggest and implement?

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Encourage to implement + guide through the process

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Encourage to implement + guide through the process

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Once the suggestion is presented, encourage the user to implement it together in the chat:

E.g. Let's create the automation together right now? It'll be my pleasure to show you how to customize and activate it

Mention the feature can be easily added, it's free of charge (if it is).

After, guide the user step-by-step to implement the suggestion

Add screenshots on what to do

Check the progress and result to make sure everything works

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To interest the user with the suggestion, it's important for you as the expert to understand "why" the feature is relevant and what aspect of a user's business it can help. So, you had time to check the USP tabs, user's site and Dashboard, you could familiarize by asking questions, adding compliments, etc., and now it's time to present the suggestion.

1. Roadmap and get back to suggestion / Create a personalized introduction to the suggestion, connect it to a user's site/business

2. Explain the value of the feature for the user, customize it due to their needs

3.  Add links to the dashboard and screenshots to show how to access the tab and how the feature looks like

So, in general tell "why" you suggest, "what" the feature is, "what" the benefit of the feature is

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Let's have a look at these two chats where "Adding Business Info" has been suggested

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What are your tips for suggesting and implementing?

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What are your tips for suggesting and implementing?

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Suggestions: how to come to the suggestion?

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Suggestions: how to come to the suggestion?

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Transition to suggestions to set expectations about site growth

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Use Cliffhangers to cause user’s interest and make them curious

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Roadmap about suggestions at the beginning

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When the user seems confused and we want to check in

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When we’ve completed a lot of steps and want to check in

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Multiple issues arise and we prioritize what to solve first

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When we gathered all the info about the issue and share next steps

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When do we roadmap?

The earlier in the conversation, the better! It can happen as many times as we need throughout the conversation.

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A Roadmap is a plan which defines the process or workflow we will be following during the chat/call. Its mission is setting expectations for the structure of the conversation and business development with the help of suggestions.