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Pay attention to the chatbot note when acknowledging a user's issue

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Pay attention to the chatbot note when acknowledging a user's issue

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1. Show empathy as user says it's important for them to fix the issue as most people register using phones

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2. acknowledge the issue restating it back or asking additional info

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3. Set expectations about what you're going to do and how much time you need after acknowledging the issue

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State clear time frame every time you need to check something, avoid leaving the user without reply for several mins without setting expectations

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Set clear expectations about the chat transfer:

"Upon checking the issue I noticed it's related to Wix Events, so I'd like to transfer the chat online to our Events team for further assistance.

It may take a couple of minutes for the expert to join the chat, please stay active"

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Ask a user's name from the very beginning

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Ask a user's name from the very beginning

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"Hello! This is Jose from Wix Customer Care team, I'll be assisting you today. Before we begin, may I have your name please?

Nice to chat with you, Deepak. How are you doing today?"

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This doesn't sound professional

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1. Show understanding of a user's concern: "I totally understand that you'd like to have such a feature on your Wix account"

2. S&F: "Thank you for bringing this to our attention! Please be sure that I'll forward your feedback to the relevant department for their consideration"

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Let's acknowledge every issue/question the user has during the call or chat to be sure we're on the same page + check what we suggest as a solution or workaround 

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Let's acknowledge every issue/question the user has during the call or chat to be sure we're on the same page + check what we suggest as a solution or workaround 

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Address user's messages asap, take time to check if needed, you were the 1st one who abandoned the chat for 3min

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This sounds robotic, so would be better to change the way you check a user's activity

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This sounds robotic, so would be better to change the way you check a user's activity

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3 min: "Tom, please let me know if we're connected"

2 min: "In case you have stepped out or perhaps cannot chat at the moment, I’m closing this chat for now. Please do not hesitate to contact us with any question or concern you may come across!"

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Let's remember about linking an issue and article

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Let's remember about linking an issue and article

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It's a good time to suggest, let's use it

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It's a good time to suggest, let's use it

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User already mentioned their name so we need to confirm their email only :)

Also, it's better to say something like "This is Jose calling you back from Wix" rather than ask if they requested it (we know they did)

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It's important to be sure our user understands what the feature is and how to benefit from it

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It's important to be sure our user understands what the feature is and how to benefit from it

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1. Set clear expectations about suggestions: "While we're on the call, I'd like to share one free to use feature with you. What do you think?"

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2. Present the feature: name it the way it's named in the USP + explain its benefit using the info in the USP or in related article:

"I see that your FB page is linked to your website, so it can be a good idea to link your FB page to Wix inbox to manage Facebook messages in the same place as your other customer communications. This way, all messages sent to your Facebook page appear in your Wix Inbox and you have the option to respond via Facebook or other channels, such as email or chat"

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3. Encourage to implement: "I can quickly show you how to do it as it takes just a couple of mins"