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+ Note: Once you set expectations about the issue investigation, mention that you also have the willingness to suggest once the issue is discussed:

Calls: "While I'm checking the issue, i’ll also look over your account to see if there are any growth opportunities we can look into after the issue solution, sound good?

Chats: "Besides, I'd like to share a small tip for your site's development once we discuss this inquiry. How does it sound?"

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+ if we don't have a user's name, we ask it (only once) and continue assisting

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Suggestions, Implementation, Familiarization

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Let's avoid repeating "hello, hiii, hello" when you get back to the user after having checked their issue. It may sound weird and not professional.

In case you can get back to the user saying "Thanks for waiting, I'm back", and you aren't sure the user is with you, ask "Dena, are you with me on the call" and wait at least 10sec, as the user may need some time

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It may happen that some internet connection issues occur, or the user cannot hear you well / you cannot hear the user well, etc.

In this case, we must stay calm and patient, and check if the user can hear us instead of repeating the same thing several times and changing our tone of voice to negative.

E.g. You:  "Okay. May I know the error message that you're getting?"

...the user doesn't reply...

"Dena, please tell me if you hear me well?"

User: yes, I can hear you

You: "Great! It would be helpful to know what error message you get"

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Let's listen to this call and see what we can do better :)

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Let's listen to this call and see what we can do better :)

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Ask additional questions, restate the issue back, clarify it to be sure you understand what the user is referring to and that you have enough info to check the issue on your end

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TechSmith Screencast® online hosting service allows you to share videos and screen captures with your team.

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Sign in or create an account to continue

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This is a callback, so we need to mention this when calling users back and assisting them:

"Hi! This is JM calling you back from Wix Customer Care! Before we begin, may I have your name and the email address of your Wix account?"

----

"Nice to meet you, Name! How're you doing today?"

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"Hi! Thank you for Contacting Wix. This is JM. Can I have your name and your email address please?"

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TechSmith Screencast® online hosting service allows you to share videos and screen captures with your team.

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Start a conversation

Leave comments, annotations, and emojis on your images or specific times in a video.

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World's leading screen capture + recorder from Snagit + Screencast by Techsmith. Capture, edit and share professional-quality content seamlessly.

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We chat with users the same way we do it with friends in WhatsUp, so let's avoid adding dots at the end of phrase/sentence if this is the end of the message you're going to send

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We can change this closer to:
1. include the issue summary
2. mention future opportunities + skip links and articles, since we don't add links to contact us until users ask about it
3. avoid reminding our name, users see the expert's name when we're connected or send messages to them

E.g. It was my pleasure assisting you with the domain connection today, Jeff! Feel free to reach back to us in case you need any further assistance.

In case you have a couple of spare minutes, we would appreciate if you could fill in the survey and tell us how we can do better! Thanks a lot in advance!

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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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When you sent an "abandoned chat" saved reply, wait at least 10-20 sec before closing the chat to make sure the user doesn't get back

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1. Before moving to the solution steps, share your findings/tell why the issue occurred and/or what you're going to do to reach a user's goal

2. Avoid sending article links and too much info in one message, this is overwhelming

3. Don't just copy/paste the info from the article, this is not helpful at all. Instead, impersonate a user's account, guide them through the process step-by-step

4. Customize messages sending only steps/info which is relevant for the user

5. Add visualization (screenshots) to show the process and make it easier to follow your steps

6. Check the progress and result to be sure the user is following you

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cinnect wix domain via ns, too much info

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We don't put the user "on hold" as we do it on calls, we remain active and go checking their issue.

So we can say "Please allow me 3-5 min to check the issue with the domain connection, and I'll be back with the steps"

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You're on the chat, but not on the line (on a call) with the user, so better say "since you have me on the chat

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Thanks for the details of your request! Could you please also specify if you'd like to manage your domain with Wix, but have it connected to the "site"?

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2. Rephrase to clarify/let the user know you understand:

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2. Rephrase to clarify/let the user know you understand:

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As I can see you'd like to connect your Wix domain to the "site" on the external platform, correct?

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Hi Jeff! Thank you for contacting Wix Customer Care!

How are you doing today?

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Ask what's the user's goal and industry and update the info

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You're the only expert on the chat with the user, so say "I" instead "WE".

The flow: if the user is inactive for 3+ mins, ask if you're connected / if the user is with you on the chat instead of "Are you still there and in need of assistance" as it sounds rude and unprofessional. Let's change to:

"Please let me know if we're connected"
"Name, are you with me in the chat"

If the user doesn't reply, and you understand they got disconnected, there are a couple of SRs in Wix Answers for abandoned chats that you can use: e.g. #abandonedchat

Let's change the phrase to, for example: "In case you've stepped out or cannot chat at the moment, I'm closing the chat for now. Please do not hesitate to contact us with any question or concern you may come across!"

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Once the suggestion is presented, encourage adding it together: "What do you think about adding the chat to your site together while we're in the chat? I'll gladly guide you and it'll take just 2 min"

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When presenting the suggestion, start from positive + explain what the feature is and how the user can benefit from it.

Instead of saying "You haven't added live chat" say "I also checked your site and noticed you manage an online shop, so it's a great idea to add the chat option. This way your clients can contact you while browsing your site, chat with you and ask any questions they have. By engaging with customers using live chat, you can increase your business revenue 8-12x, and by recommending products to customers in real time you can generate 71% more sales"

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Avoid asking "Is there anything else I can help you with today", and simply mention you have a suggestion for the user: "I also have a suggestion for your site. Do you have a minute so I can share it with you?"

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5. Suggestion: move to them, present, implement

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5. Suggestion: move to them, present, implement

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Setting expectations for issue investigation and sharing suggestions

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When you get back to the user with the info about the issue, there is no need to say "hi" again and again, you can simply thank the user for waiting, mention you're back, etc.

"Thanks for waiting! ... I checked the account and ..."

"Appreciate your time, I'm back with my findings"

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Thanks for the info! I'll definitely help you to connect the domain purchased from Wix to an external site

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Not clear what concern and that you understand the issue

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Not clear what concern and that you understand the issue

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it's not clear what "this concern" is, and what you want to help them to resolve

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Hi James! My name is Juan and it'll be my pleasure to assist you today!

How's your day going?

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Chat Saved Replies doc
Chat Structure in Bank of Chats
Call/Chat flow

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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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Review set goals, concentrate on the Soft Skills (especially Familiarization, Empathy + Tone on calls

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Roadmapping and Suggestions flow for Calls and Chats
Empathy

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