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edit me

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edit me

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edit me

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don't agree that something is really confusing for you too: "Yes, Editor is really confusing!"

don't agree that some products are difficult to work with: "I agree that Wix Stores isn't easy to work with, you're right"

don't show Wix in a bad light "Yes, there are too many bugs at Wix"

don't devalue users' feelings: "Calm down, please. You’re overthinking it”; “At least you still have your site working!”

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I'll do my best to check this on my end and see what has to be done further to resolve the issue

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I totally understand that this issue causes a lot of inconveniences and that this has to be solved asap

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I appreciate you sharing the details of the issue with me! They'll help to check everything thoroughly

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Create a new document and edit with others at the same time -- from your computer, phone or tablet. Get stuff done with or without an internet connection. Use Docs to edit Word files. Free from Google.

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Here are some key indicators where we need to express empathy:

1. Emotional language: If a customer is expressing frustration, anger, sadness, or any other strong emotion, it's a signal that they may need empathy. Listen for keywords or phrases that indicate their emotional state.

2. Challenging situations: When a customer is facing a difficult or challenging issue, such as a technical problem or a complex request. These situations can be stressful for customers, and they appreciate knowing that we understand their frustration.

3. Personal experiences shared: Sometimes, customers may share personal experiences or challenges they're facing in their lives that relate to their support request. In these instances, acknowledging their situation with empathy can help build rapport and trust.

4. Lengthy or recurring issues: If a customer has been dealing with a problem for an extended period or has experienced repeated issues, they might be feeling overwhelmed or discouraged. Showing empathy can help alleviate their frustration and show that you genuinely care about resolving the problem.

5. Empathy requests: Occasionally, customers may explicitly express a need for empathy or understanding. For example, they might say, "I've been dealing with this issue for days, and it's incredibly frustrating." Take such requests seriously and respond with empathy.

6. Non-verbal cues: While support interactions often occur through text-based channels like email or chat, agents can still pay attention to non-verbal cues within the written communication. If a customer's tone or language suggests distress or frustration, it's an opportunity to respond empathetically.

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Add empathetic replies or change the existing ones

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Add empathetic replies or change the existing ones

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Express empathy from the very beginning, and anytime it's necessary throughout the call/chat: "Thank you for bringing this issue to our attention, I'll do my best to check it and see what we should do to resolve it"

Pay attention to all user's messages and use your Active Listening to show empathy for users to feel heard: "I understand that verifying your Bank details takes longer than it was expected. Please let me check what should be done in this case"

Shift focus from negative to neutral, not to blame on the user or yourself: change "You cannot use Wix Payments because you sell prohibited items" to "Upon checking your account, I noticed that some products from the list of prohibited items were chosen when connecting Wix Payments"

Avoid Sympathy: "You must me so tired of uploading your Company details several times". Instead, say: "I realize that it causes inconveniences, and I'll gladly help you with uploading your Company details during the chat"

Change "I'm sorry" to other phases - "I understand", I realize", "I know how", "I imagine how", etc.

Praise the user for the work done: "I'm glad the issue is fixed. We've been a great team!"

Thank the user for their time, patience, positive thoughts about Wix or your help: "Thank you so much for your time and patience!"; "Thanks for your kind words! It was a pleasure to assist you today"

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Empathy is the ability to recognize, understand, and share the thoughts and feelings of another person. As CC experts, we should understand that a pinch of empathy can fix almost every chat/call.

By supporting the user and sharing their feelings about the issue, you can create a bond, give some suggestions to make the interaction beneficial for them and leave a great impression of our service.

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Ok, now I'm going to end the chat. Let us know if you need any assistance in the future

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Always welcome!

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My biggest pleasure, it was a great cooperation, Goran!

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I'm sorry you've encountered such an experience with using our platform, and thank you for sharing your emotions with me. Please be advised that since the auto-renewal for your Business Unlimited plan was still active, this caused the automatic charge. I’m afraid this condition won't let our billing system issue a refund, however, what we can do now is making sure the auto-renewal is disabled to avoid future charges

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Our system shows that you didn't cancel your Business Unlimited plan's renewal. If you don't want to use it, you can cancel it now and wait for the plan to expire

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I'm so sorry if this is frustrating! Kindly note that as you didn't cancel your plan 2 months ago, it renewed automatically, as it always happens to plans purchased from Wix. Premium Plans can be refunded within first 14 day, so now it's not possible to issue a refund for your plan renewal. Again, I'm really sorry for that and hope you understand the situation occurred

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I know how important it is to have your site active for clients to visit it and purchase your products, and I understand your frustration in this case. Tom, upon checking your domain settings, I see it's properly connected to Wix, that's why I'd like to ask you to get in touch with GoDaddy, and check the issue on their end

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Tom, I really want to help you and I'd feel the same way if I experienced this issue, but I don't see any issues on our end. You can simply contact GoDaddy as they're your domain registrar, ask what happened and why they cannot solve the issue

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Unfortunately, I cannot help you with https://admin.limefox.app/admin/login. This is out of my scope.

Probably, they are experiencing some technical issues, so contact GoDaddy

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Oh, I understand your concern. Will do my best to check what's happening to your live site, and hope your day'll become better

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Got it, let's check what can be done in this case. Can you please tell me more details about your issue first?

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I see you can't bring up your Wix sites, right?

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I understand it might be confusing, will do my best to check the issue further and share my findings, Rosie

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Yes, it's really confusing. But no worries, I'll try to solve it asap

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They expressed compassion in response to the user’s confusion, language gap, slow pace. When needed, they showed admiration of their success.

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They expressed compassion in response to the user’s confusion, language gap, slow pace. When needed, they showed admiration of their success.

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You noticed the expert's attempt to express empathy, but they didn't look & sound organic in that conversation.

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You noticed the expert's attempt to express empathy, but they didn't look & sound organic in that conversation.

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The expert's tone was too assertive / robotic / inert without empathetic phrases meant to support a concerned user.

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The expert's tone was too assertive / robotic / inert without empathetic phrases meant to support a concerned user.

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Rosie, as I've mentioned, I don't know, but let me check