https://padlet.com/astramentore/1xuwj355ijw4kpah Elements to improve en-us 2023-10-18 18:37:55 UTC 2025-04-24 07:16:31 UTC hello@padlet.com astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243070 Chat/Call Structure elements

+ Roadmap and Suggesting (general)]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243070 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243074 Suggesting Approaches
Familiarization]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243074 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243075 Soft Skills: ways to show empathy
Suggest and Implement]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243075 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243076 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243076 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243078 CC approach recap, check results]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243078 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243080 Chat Saved Replies doc
Chat/Call Structure
Call/Chat flow]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243080 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243081 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243081 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243082 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243082 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243084 Let's change opener to lead the conversation and confirm a user's name and email first:

"Hi, this is Omar calling you back from Wix Customer Care. Before we begin, could you please tell me your name and the email address of your Wix account?"]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243084 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243086 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243086 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243087 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243087 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243088 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243088 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243089 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243089 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243091 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243091 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243095 Let's set more clear expectations for the transfer, as it usually takes longer than 1 min for the call to be taken by another expert.

E.g. "I'm going to transfer our call to the Online Programs team so they could assist you further. Please stay on the line and one of the experts will join you"]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243095 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243097 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243097 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243101 Suggestions, Implementation, Familiarization practice]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243101 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243110 Summarize cooperation, practice on calls/chats]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243110 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243113 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243113 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243114 When we share the solution or a workaround with the user, we have to be sure it's safe and helpful to use it.

Here we have an example of so-called "Black SEO" which can be harmful for the user, so it's better to avoid such workarounds in the future]]> 2023-10-18 18:37:55 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753243114 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753257938 2023-10-18 18:48:17 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753257938 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753259252 2023-10-18 18:49:12 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753259252 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753262017 2023-10-18 18:51:05 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753262017 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753263087 2023-10-18 18:51:49 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753263087 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753263897 2023-10-18 18:52:23 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753263897 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753273075 The element in the chat/call structure that is used to set expectations about the issue investigation or sharing suggestions is called ROADMAP.

So, how can we roadmap users about suggestions?]]> 2023-10-18 18:58:48 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753273075 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753277468 1. Once you acknowledged the issue and roadmapped the user about its investigation (e.g. Please allow me 5 min to open your account and check the domain connection), you can also: 

• Roadmap about suggestions: "Once we discuss the issue, I'd also like to share with you the suggestion for your business growth"

]]> 2023-10-18 19:02:04 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753277468 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753279472 2. After the issue discussion, you can also mention the opportunity to share the suggestions with the user using:

• The transitional phrase: 

"I'm glad we resolved your issue! I also want to share one small tip for your site development, while we are here in this chat. What do you think?

• A Cliffhanger: a short phrase which grabs a user's attention

"I also have something interesting for you"

]]> 2023-10-18 19:03:39 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753279472 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753280274 3. Escalation / Chat Transfer: 

• Offline escalation: "I totally understand how important for you is to solve this issue! To make this chat beneficial for you, I would also be glad to provide a small tip for your site development. Do you have a couple of minutes?"
• Chat Transfer: let the user know you want to transfer the chat online + “While we’re waiting for the expert to join, don’t you mind me sharing one small tip for your website development?”

]]> 2023-10-18 19:04:12 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753280274 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753281302 The flow for calls is similar, so you can do the following:

1. Once you acknowledged the issue and roadmapped the user about its investigation (e.g. Please allow me 5 min to open your account and check the domain connection), you can also roadmap about suggestions:

"And I’ll also take a look at the site to see if there are any suggestions I may offer to you once we discuss the issue/domain question. Is it okay with you? Great! Thanks"

]]> 2023-10-18 19:05:02 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753281302 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753285036 2. Once the issue is discussed:

-  I would also love to show you a quick useful feature for your site while we're on the call, this won't take long, sounds good?

- Before we finish, I'd also like to make our call beneficial and provide a small tip for your site development. Do you have a couple of minutes?

]]> 2023-10-18 19:07:37 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753285036 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753285798 3. Escalation/transfer case: before ending up the call to esc it offline or transfer to another live queue, you can also mention the suggestion:
"Before transferring the case to our advanced team, I'd like to make our call beneficial for you and provide a small tip for your site development. It'll take just a couple of minutes. How does it sound?"]]> 2023-10-18 19:08:15 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753285798 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753286925 2023-10-18 19:09:10 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753286925 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753288826 2023-10-18 19:10:32 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753288826 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753293558 Use the info you learn about the site/account ]]> 2023-10-18 19:14:13 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753293558 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753293739 Explain what the feature does, how it can be used]]> 2023-10-18 19:14:20 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753293739 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753293863 Tell the user the value of the tool/feature, explaining what they get if using it:

- attract more visitors / increase traffic
- increase sales
- let more people know about your business
- manage everything in one place
- improve communication with clients]]> 2023-10-18 19:14:28 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753293863 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753295350 I can see that you paint pictures and sell them to help the animal shelter. This is an incredible goal! ]]> 2023-10-18 19:15:47 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753295350 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753296619 I think it's a great idea to work on your site's visibility with the SEO Wiz tool. This is a step-by-step checklist ]]> 2023-10-18 19:16:51 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753296619 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753298661 designed to help you improve your site's search engine optimization (SEO) based on your business's information and your keywords. It also lets you connect and verify your site with Google so that your site appears in search engine results and more people find it to buy your pictures]]> 2023-10-18 19:18:32 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753298661 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753302029 2023-10-18 19:21:22 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753302029 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753304609 2023-10-18 19:23:27 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753304609 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753305170 Once the suggestion is presented, encourage the user to implement it together in the chat:

E.g. Let's create the SEO Plan together right now? It'll be my pleasure to show you how to deal with the tool

• Mention the feature can be easily added, it's free of charge (if it is).
• After, guide the user step-by-step to implement the suggestion
• Add screenshots on what to do 
• Check the progress and result to make sure everything works

]]> 2023-10-18 19:23:57 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753305170 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753306949 2023-10-18 19:25:20 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753306949 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753307705 2023-10-18 19:26:02 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753307705 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753329011 How this happens on a call]]> 2023-10-18 19:41:28 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753329011 astramentore https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753329754 2023-10-18 19:42:00 UTC https://padlet.com/astramentore/1xuwj355ijw4kpah/wish/2753329754