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1. Let's make it shorter + send extra info separately:

"Hi Dea! Thank you for reaching out to Wix. My name is Carrie and I'll be happy to assist you today"

"Please allow me ..."

2. no need to say "hi" several times

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1. Let's first acknowledge the issue by clarifying it / asking questions / restating the info back if all is clear, etc.

E.g. "Thank you for bringing the issue with delayed payouts on your Wix Payments account"

2. After that, roadmap the user about issue checking, go and check it on our end without making any assumptions.

E.g.: "Please allow me around 3-5 min to open your account and check it on our end"

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When it comes to the issue solution, it's essential to pay attention to user's tech skills level + deliver solution info clearly and in details.

In this case we see the user isn't sure where they can find SEO Wiz tool and what to do with it, so it would be beneficial to share the hyperlink to the tab, show how to access the tool with the screenshot or text.

+ Tell more about the tool, how it works, etc.

Besides, since SEO is OOS for you, maybe it would be also better to transfer it to Promote bundle

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If the User Success Tool is open, you helped to solve the issue - move to suggestions :)

E.g. "It was my pleasure to help you today!"

"I also have a small suggestion for your business and will gladly share it with you while we're in the chat. What do you think?"

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When it comes to suggestion presentation, it's essential to find the correct time for it.

First, it's better to roadmap the user about suggestions, present the feature/tool while investigating the issue or once it's resolved.

Please also, avoid sending article links, it's better to explain how the feature works, guide the user through the process, etc. And add article only as an additional resource

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Closer should include the following:

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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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It's better to split this long message into 2 or 3 not to overwhelm the user:

1st message: "It was an absolute pleasure to cooperate with you today, Nicolas. I'm glad I was able to answer your questions"

2nd message: "Please don't hesitate to contact us in the future with any questions or concerns!"

3rd message: "There will also be the survey once the chat ends, and I'd really appreciate it if you could fill it out. Stay safe and have a lovely day!"

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It was an absolute pleasure to cooperate with you today, Nicolas. I'm glad I was able to answer your questions

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Please don't hesitate to contact us in the future with any questions or concerns!

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There will also be the survey once the chat ends, and I'd really appreciate it if you could fill it out. Stay safe and have a lovely day!