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Change "I'm sorry to read" to other phrases to show empathy and look professional

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Suggestion isn't relevant here as the user is confused now and the issue is related to money. I'd suggest dealing with the issue first and then add a transition with a suggestion

(+ if you suggest during the downtime, guide step-by-step instead of sending copied and pasted steps from the article)

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Suggest Opening a new chat or request a callback

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first sum up the chat, and after mention survey

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Avoid sending articles, explain what the feature is and how it works, and only then if you think user needs some extra info or they request the article - share the link

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that's great, just come back to suggestion

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Change "By the way" to a transitional phrase or cliffhanger:

"I also have one small tip for the site while we're on the chat"

"Now, I'll be glad to share the suggestion I mentioned before. It'll help to build a loyal customer base ..."

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Divide Greeting from Issue Acknowledgment:

"Hi Mark! Thank you for reaching out to Wix CC! My name is Clemens and I will be happy to assist you today!

Please tell me more about the issue with the Google Ads"

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Change "this issue" to "... you've encountered the issue with the automation"

OR

"Could you please mention the site the automation is on?"

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Restate the issue back, ask additional questions to understand the issue and have enough info to check it

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Suggestions, Empathy, Familiarization

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start explaining from general info then move to not possible

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Change "I checked that it's not possible, unfortunately" to "Please be advised that it's not possible to use the remaining ..." to sound more professional.

Just a tip: start explaining a general info first and then move to smth specific. This way it'll be easier for the userto perceive the info

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Thanks for the info, I'll check the ad details in your account, Mark

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Acknowledge the issue --> Roadmap about the issue --> Roadmap about suggestions

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Acknowledge user's emotions, show you understand them and want to help

"I know it can be confusing and I'll do my best to check the information about the Google Ads on my end to see what can be done"

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Setting expectations for sharing suggestions

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Hello! Thank you for reaching out to Wix Customer Care! My name is Clemens and I'll be happy to assist you today

Before we begin, may I have your name?

Nice to chat with you, name. How're you doing today?

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Chat Saved Replies doc
Chat Structure in Bank of Chats

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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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Check results
Ways to Familiarize

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Closer should include the following:

​

Wrap up - wrap up the chat/call with positivity. Thank a user for a nice call/chat or bringing such an important issue/matter to our attention. We can refer to the topic of the user’s request or the suggestion mentioned above;

Future opportunities - we let the user know we are here for them to get them covered in case they face anything in the future. In case the user rejected a suggestion you made - here you can remind we are always happy to discuss their business growth later on;

Survey reminder (optional)

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Roadmapping and Suggestions flow for Chats

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5 min time frame

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Sum up the chat, then mention survey

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Check user's messages during the hold and answer them

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Discuss opportunities for growth, review items to improve
Concentrate on Empathy