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Introduce yourself at the beginning: "Hello hello, this is Vini for Wix Customer Care calling you back. How're you?"

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Opener: greet the user, introduce yourself, mention you're from Wix and happy to assist + ask about the user

"Hi Kathy! This is Vini from Wix and I'll be glad to assist you today"

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1. Acknowledge the issue restating it back or asking additional questions: "Thank you for sharing the details about the issue with Google Ads connection to your site" or "So, when you check a connection in your Google account there is no connection but here at Wix it shows that you run a Google Ad?"

2. When you have enough details about the issue, set expectations about its investigation: explain where you go/what you'd like to check + state clear time frame

"Ok, please let me have a look at the ad connection in your Wix account and I'll be back with you in 3-5 min"

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1. Opener

2. Show empathy (later)

3. Acknowledge the issue: "I see that you'd like to resume your Ad campaign. Do we speak about Google or Facebook Ad?"

4. Roadmap: "I'd like to open your account to check the info about campaign, please allow me 3 min"

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1. Avoid assumptions and clarify the info again, check with the user what campaign they refer to, what they want to do with it, etc.

2. Phrasing and attitude: this is a chat and the user reads your messages the way they want (I mean tone). "But" delivers a negative connotation here and it looks like the user doesn't have the possibility to explain what they want.

What we can do? - Give the user some time to explain themselves, ask questions to understand them, explain information professionally and in details.

"Could you please specify the campaign you're referring to?"

"What is the website you're running the campaign on?"

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1. Roadmap the user about what you want to check and time you need

2. "but" - avoid using it that much, rather explain the info to the user so they understand: "Kathy, I've checked the website and see that it's built externally, but not on Wix. Kindly note that we don't have access to external sites, so I'd suggest getting in touch with Google directly to solve the issue with that campaign"

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Issue acknowledgment and clarification is an essential part of the chat/call as understanding a user's issue correctly helps to find the solution faster, and as a result improve OPSH 

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Issue acknowledgment and clarification is an essential part of the chat/call as understanding a user's issue correctly helps to find the solution faster, and as a result improve OPSH 

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1. Opener

2. Acknowledge: "I understand there is the issue with the domain, thanks for sharing // Could please tell me its name, so I could check it on our end?"

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If a question is related to Promote - take time and double-check

If it's not Promote and you cannot find the answer - transfer the call/chat

If it's not about Wix - mention we're limited here (user can get in touch with Google)

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Let's personalize our replies and customize the info we share:

1. Add links ad hyperlinks

2. Customize info from articles

3. Add screenshots for better understanding

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"Thank you for the details of the issue with Google Ads, I'll do my best to help you to understand the connection process"

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"Thank you for your time and patience while waiting for the expert to join"

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"I totally understand how important it is to have your domain connected so customers could open your website"

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Please make sure to reassign the interaction to a correct group as well as link issues in IMS for correct products

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Let's remember to pay attention to user's emotions and feelings, use our Active listening to notice users' confusion, frustration, etc.

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When the USP is open and a user is in a positive mood, use this opportunity to suggest and avoid asking "Is there anything else..."