Laura - master suggesting by

You set expectations about suggestions (roadmap users) at the beginning, and move to suggestions + present them when the issue is discussed

astramentore — 2023-10-30 09:50:37 UTC

astramentore — 2023-10-30 09:51:46 UTC

astramentore — 2023-10-30 09:52:51 UTC

astramentore — 2023-10-30 09:53:09 UTC

Let's find out what we can do to make users more inclined to implement them

astramentore — 2023-10-30 09:54:13 UTC

astramentore — 2023-10-30 10:11:07 UTC

"So just, you don't have to do it now, of course. And if you do, I can walk you through, no problem. Bur the Get found on Google right above that where it has to go to SEO Wiz"

astramentore — 2023-10-30 10:31:13 UTC

astramentore — 2023-10-30 10:32:19 UTC

Tips:

astramentore — 2023-10-30 10:42:56 UTC

Even if you know how to solve / continue with the issue - take 5 min hold to check it further + spend a minute to take a look at the user's site, account, USP
Use Familiarization (compliments, small talks, Impactful questions) to bond with users as it's a great way to find and present a useful feature/tool for their business
Let's avoid assumptions like "maybe they don't want it", "maybe they don't have time for that", etc. You never know if the user has enough time/ready to work on the feature until you ask. Use Roadmap to set expectations;
If you, as the expert, understand "why" the feature/tool is relevant for the user, be sure they need it;
Treat the suggestion as a user's new request, which is as important to address as a user's main issue;

Start presenting with:

astramentore — 2023-10-30 10:47:10 UTC

Site/account observations, compliments:

E.g. Since you're developing your online store

The pillows with painted flowers you sell look stylish and unique, I'm sure more people should see and buy them

I noticed you have a contact form and your email on the site for people to get in touch with you

I understand that your goal is to attract more clients to your booking services

Present with confidence:

I'd like to recommend you adding/using ...

It's a great idea to add ...

I think it's a good idea to add / work with / use ...

What do you think about adding ...? It can help / You can use it to / this is a great way to ...

Encourage to Implement:

astramentore — 2023-10-30 10:47:18 UTC

It'll be my pleasure to show you how to add the "tool name" together now as it takes just a couple of minutes

What do you think about working on it / adding it now while we're on the chat / call? I'll gladly guide you through the process

I’ll gladly show you how to add/set up/use (the feature) right now. How does it sound?

Let's work with the suggestions on your calls and chats

astramentore — 2023-10-30 10:58:23 UTC

astramentore — 2023-10-30 10:59:01 UTC

Rejections:

astramentore — 2023-10-30 10:59:55 UTC

If the user says "Thanks. I'll take a look"

What to do: mention it'll take a couple of mins to implement, and you'll gladly guide the user

User is in a hurry and can't implement suggestion

What to do: 1. say it can be done in a few clicks

2. simplify implementation steps

3. offer to start during the chat and finish later

4. send an article and offer to bookmark it or contact us later

User needs to talk to client/partner

What to do: 1. offer to test it so they could present it to the client later (if the suggestion allows)

2. present the suggestion and offer to discuss with the client, give value, navigate where it can be implemented, send article

astramentore — 2023-10-30 11:12:14 UTC

Great transition to the suggestion :)

astramentore — 2023-10-30 11:12:31 UTC

Let's send article links only if users request it or as an additional resource when the feature is implemented. Instead, explain what the feature is and its benefits + use screenshots to show how it looks like, where it can be found / send the link to the tab in the dashboard (if the situation allows)

astramentore — 2023-10-30 11:15:09 UTC

The suggestion can be implemented in the Editor during the chat, even if the issue isn't solved. Let's encourage the user to work on it together:

e.g. It'll take just a couple of mins to show you how to find and start working on the Accessibility Wizard now, so when your site is up and running, your visitors feel even more comfortable scrolling it. What do you think?

astramentore — 2023-10-30 11:21:00 UTC

astramentore — 2023-10-30 11:21:37 UTC

I really like the transition to the suggestion, looks awesome!

astramentore — 2023-10-30 11:35:27 UTC

Same with the article here.

What do you think if we try changing ~~"you can add Wix Blog"~~ to something like "I noticed that you're passionate for table soccer and cue sports, and you organize tournaments in Malaysia and abroad. It can be a great idea to add a Blog to your site and post fresh content about tournaments and other interesting sports things. ..."?

astramentore — 2023-10-30 11:36:17 UTC

Checked the Homepage of the site

astramentore — 2023-10-30 11:37:42 UTC

Encourage implementing right away so maybe the user notices your massage and agrees or rejects

astramentore — 2023-10-30 11:38:57 UTC

Great job using USP :)

^{(as for the Site Goal, it's always better to double-check the goal with the user)}

astramentore — 2023-10-30 11:40:03 UTC

The suggestion was connected to a user's initial request, and as far as I understood, the user created the SEO Plan and got the list with the tasks. Now it's implemented, great job with it!

Let's also pay attention to the implementation in the future, and encourage users adding/activating/creating/ working on the feature / tool we suggest together on a call or chat

-----------------------------------------

astramentore — 2023-10-30 11:42:36 UTC

Examples:

astramentore — 2023-10-30 11:53:14 UTC

Favicon

astramentore — 2023-10-30 12:14:35 UTC

astramentore — 2023-10-30 12:20:34 UTC

Wix Chat

astramentore — 2023-10-30 12:20:59 UTC

Roadmap and Suggesting

astramentore — 2023-11-07 10:59:05 UTC

astramentore — 2023-11-07 10:59:35 UTC

https://www.joconrad.co.uk/

astramentore — 2023-11-07 11:00:11 UTC

astramentore — 2023-11-07 11:01:22 UTC

astramentore — 2023-11-07 11:03:32 UTC

astramentore — 2023-11-07 11:06:28 UTC

Take time to check it on your end / prepare steps and use this time to take a look at the USP, user's site, account

astramentore — 2023-11-07 11:06:52 UTC

Let's change "sorry" to some advanced phrases and avoid excuses for something we don't influence, like FR, S&F, etc.

E.g.: "Please note that currently it's only possible to redirect ... However, we have a Feature Request for this and I'll add your vote so we'll make sure to keep you updated"

astramentore — 2023-11-07 11:12:12 UTC

User is in a good mood, so we can move to suggestions using a transitional phrase + asking an IQ about a site goal (as an example)

astramentore — 2023-11-07 11:13:28 UTC

Let's also remember to check the USP, ask about the Site Goal and update the Overview.

Suggestions are good to present, especially "Connect your Gmail Account" since this user has a mailbox purchased from Wix