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Suggestions, Implementation, Familiarization

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When the issue coincides with the solution, we don't mark it as "suggested" in the USP

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Guide the user through the steps till the end and check the result to be sure the user follows you and have the suggested feature implemented

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guide the user till the end and check result

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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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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 "issue" on my end"

If you need additional time for checking the issue, get back to the user and state a clear time frame again + use the name at the beginning or at the end of the sentence: "Helena, I really appreciate your time! Please allow me additional 5 min to check the issue deeper and I'll be back with my findings

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Setting expectations for issue investigation and sharing suggestions

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Ask a user's name and email before asking how's their day or what their issue is to make the conversation structured:

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

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

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Change "oh that's sad to hear" as this doesn't show our understanding and willingness to help

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What we can do here:

Add a transition to make sure the user is open to suggestions

Present the feature with: "why" we suggest, "what" it is, "how" the user can benefit from it

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Once the suggestion is presented, encourage adding it together: "What do you think about taking a look at the tool together while we're in the call? I'll gladly guide you and it'll take just 2 min"

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When presenting the suggestion, start from positive (connect the feature to a user's site) + explain why you suggest, what the feature is, and how the user can benefit from it.

We should keep it simple, structured and interesting:

"Since you're developing your website for site visitors and clients to feel comfortable when they scroll it, I think it's a great idea to work on a site's accessibility with our Accessibility Wizard tool, as it helps to make sure every visitor, regardless of ability, can view and navigate your site"

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Avoid saying "I want to grab this opportunity to suggest", and simply mention you have a suggestion for the user: "While we're here with you, I also have a quick and free of charge suggestion for your site. Do you have a minute, so I can share it with you?"

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Before moving to a suggestion, make sure you addressed all user's issues and questions. Here, a user's concern about not being able to access the tab from the computer isn't addressed

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When the chat is transferred to you, please pay attention to the transfer note or the conversation itself to see what issue the user has and address accordingly

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chat tr read the info from previous agent

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When the chat is transferred to you, take a moment to check a user's name in the conversation, not to ask it again

E.g. "Hi Stacy! My name is Marjorelle and I'll be glad to assist you further. + 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

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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)