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It's also important to mention the site name you're suggesting for. The issue was on the "All Our Parks", but the suggestion suggested for "Dept AZ MCL" - https://app.screencast.com/h5ps76lKcHTNi

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Chat Saved Replies doc
Chat Structure in Bank of Chats

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In such a situation, we can suggest having a look at the feature (in the Editor in this chat), and even implement it showing how to scan the site for tasks and complete the 1st one, and then the user will decide with the team to complete tasks or not.

Besides, we can send a follow-up email with the info, not just an article link

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Guide the user to the implementation, tell them what they should do next, and check the result

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Encourage to work on the tool together right now first, but don't ask if the user wants you to show the tool

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Connect the suggestion to a user's site/business/account/their goal, etc. to show "why" it's relevant for them

E.g. "Since your online store is developing, it's a great idea to attract more potential customers to your site by creating the SEO plan with the SEO Wiz tool"

Customize the value of the suggestion to show "how" the user can benefit from it

E.g.: "The tool automatically generates tasks for your site, and you can complete them for the Google to index your site and show it in the Google Search results"

Suggest implementing together: send a direct link to the SEO tab in the dashboard, encourage the user to access the tool, explain what they should do next step-by-step

E.g.: "Please click here to access the tool, and press "Get Started" button. You'll be asked to answer 3 simple onboarding questions which will help to create the tasks for the site"

Check the result and praise the user

"Please let me know how the process is going! ... Great job, Benjamin, I see the SEO plan is created, so you're welcome to follow the tasks in the tool anytime :)"

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Personalize the suggestion due to user's needs, customize the value, suggest implementing together, guide step-by-step

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Attract a user's attention with the phrase, mention benefit:

E.g. "To make our conversation beneficial, I'd also like to share a small tip for your site development"

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Make a transition phrase encouraging and interesting, mention you already have a tip for the user:

E.g. "I also have the suggestion for your site's growth. Do you have a minute to discuss it with me?"

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Make sure it's the right time to move to suggestions: first, finish with the issue, then move to suggestions

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Use encouraging and motivating phrases + cliffhangers

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Set clear expectations (roadmap) about what you're going to check + mention a time frame for your absence:

"Please allow me 3-5min to open your account and check SEO settings now"

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1. Update in 4 min, share your findings + ask for 5 more min: "Thank you for waiting, Alexis!
I've checked your site settings and see the email the notifications are sent to. Kindly let me check how it can be changed on our end. I'll be back in 5 min"

2. Share your findings again + let the user know you still need a couple of mins to investigate (if needed)

*Tip: You can also use the downtime to familiarize, this way you can win some time: ask a Powerful Question about the site or business to use it for suggestions later, make a compliment, initiate a small talk / OR / present the suggestion so the user can work on it while you're troubleshooting

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Always state a clear time frame for issue investigation (up to 5 min), update in a timely manner. Besides, pay attention to every user's message and be transparent

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Besides, I'd like to share a small tip for your site's development once we solve the issue with email notifications. How does it sound?

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2. Roadmapping about the issue and suggestions

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2. Roadmapping about the issue and suggestions

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You usually roadmap customers about your plan on the issue investigation, which is great. Let's also start using a suggestion roadmap

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Thank you for explaining the issue. Would you like to change the email for notifications when sessions are booked?

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I'll gladly help you to change the email address for receiving notifications for booked sessions on your site. Does the issue happen on the "sitename"?

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Thanks for the details! Could you please mention a site name and a staff member's email address the notifications from the site go to?

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Gather the details to understand the issue, ask additional questions, restate the issue back if it's clear

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Session 1. Chats and chat elements to discuss

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Session 1. Chats and chat elements to discuss

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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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Previous session recap, discuss what should be achieved next, set goals

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Check progress, speak about rejections, difficult/tricky suggestions

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Review set goals, concentrate on the Soft Skills (especially Familiarization, Responsiveness) + Suggestions

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Check achievements, work on the Roadmap, USP, suggestions & implementation, set goals for the next week

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