"Hello! My name is Gerald and I'll be glad to assist you today!

Before we begin, may I have your name please?"

or

"Hello Tina! This is Gerald, thank you for contacting Wix. How're you doing today?"

"Thank you for letting me know about your concern with accepting payments on your site because of the documents mismatch"

"Please allow me 3-5 min to check the info about the 50% sale"

"Thank you! I'm going to open your account and check Wix Payments settings, please allow me around 3-5 min"

+ it's better to put the call on hold while checking, not to distract the user with the noise on the background

When you're back with some issue findings:

1. Thank the user for waiting

2. Share findings / plan for solution, sending 1-2 sentences per message

3. Guide the user through the solution step-by-step to make sure they follow you, make changes and get results

2."As much as I know" doesn't show us as experienced and knowledgable experts, so if the issue is related to our bundle, let's check the info and then share it with users

3.The compliment here sounds a bit robotic and artificial, let's make honest compliments or those related to users' business / site

4.We never send these huge portions of info in one message. Let's always take the most important part of the article, customize it, and share step-by-step

^{"All going to review that information for you, okay? Okay. Okay, stand. Align please. Like three to five minutes. And also, I've noticed, since you already are setting up the Wix payment account. It's actually a really important for us to add. Also, some policy under our website, this is one of the qualification. So, for now, before I can double check, that is information. I would like you to access your dashboard. Can you go with that? can you please access it. Go to your dashboard. Yeah, so done. Give me one second. Yeah, sure."}

However, we don't say it's a "must" to add/use something and we don't make them to implement.

In this case I would suggest presenting the "Store Policies" suggestion in a softer way showing the benefit of their use and encouraging to implement instead of making the user to do it.

First, if all solution steps were provided one by one, we would receive a user's reaction - the result of our assistance.

After that, we close the interaction, thanking the user for getting in touch or for cooperation, we mention future opportunities + survey as an optional thing.

​

• 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)

So, if the issue is related to Payments by Wix, we cannot link the issue from Wix Invoices prosuct