Jose - week 1 by https://padlet.com/astramentore/8jnqof42pmrskl9b Elements to improve en-us 2023-09-04 14:01:44 UTC 2025-04-24 07:16:31 UTC hello@padlet.com Week 1 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462884 Discuss opportunities for growth, review items to improve, concentrate on the Chat/Call Structure in general + call/chat flows (IMS, USP, esc)]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462884 Week 2 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462885 Roadmapping and Suggestions flow for Calls and Chats
Empathy ]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462885 Week 3 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462886 Review set goals, concentrate on the Soft Skills (especially Familiarization, Empathy + Tone on calls]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462886 Week 5 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462887 CC approach recap, check results, compare them with the results before the cycle, sum-up what we improved and set goals for the future]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462887 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462888 Chat Saved Replies doc
Chat Structure in Bank of Chats
Call/Chat flow]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462888 Chat/Call elements to discuss astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462890 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462890 1. Opener astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462891 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462891 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462892 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462892 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462894 Hello! Thank you for reaching out to Wix Customer Care! My name is Clemens and I'll be happy to assist you today

Before we begin, may I have your name?

Nice to chat with you, name. How're you doing today?]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462894 3. Issue investigation/solution astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462898 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462898 2. Roadmap astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462901 Setting expectations for issue investigation and sharing suggestions]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462901 5. Suggestion: move to them, present, implement astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462902 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462902 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462903 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462903 Live site suggestions can be added as extra ones, let's first share our tools and feature for site management astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462904 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462904 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462905 Avoid asking "Is there anything else I can help you with today", and simply mention you have a suggestion for the user: "I also have a suggestion for your site. Do you have a minute so I can share it with you?"]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462905 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462906 When presenting the suggestion, start from positive + explain what the feature is and how the user can benefit from it.

Instead of saying "You haven't added live chat" say "I also checked your site and noticed you manage an online shop, so it's a great idea to add the chat option. This way your clients can contact you while browsing your site, chat with you and ask any questions they have. By engaging with customers using live chat, you can increase your business revenue 8-12x, and by recommending products to customers in real time you can generate 71% more sales"]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462906 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462907 Once the suggestion is presented, encourage adding it together: "What do you think about adding the chat to your site together while we're in the chat? I'll gladly guide you and it'll take just 2 min"]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462907 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462909 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462909 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462910 User doesn't ask about design, they ask to share your opinion about site in general, so you can share your observations/ add a compliment + suggest the feature from USP to improve the site]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462910 5.1 User Success Platform astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462912 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462912 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462913 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462913 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462914 Ask what's the user's goal and industry and update the info]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462914 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462920 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462920 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462922 When you go to check a user's issue, state a clear time frame of your absence and get back to the user within the time frame.

E.g.: Let me check if it can be managed from your SEO settings, I'll be back in no more than 5min]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462922 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462923 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462923 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462925 Once you set expectations about the issue investigation, mention that you also have the willingness to suggest once the issue is discussed:

Calls: "While I'm checking the issue, i’ll also look over your account to see if there are any growth opportunities we can look into after the issue solution, sound good?

Chats: "Besides, I'd like to share a small tip for your site's development once we discuss this inquiry. How does it sound?"]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462925 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462926 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462926 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462927 Avoid sending too much info in one message, this is overwhelming, let's rather divide info into a couple of messages (1 - 2 sentences in a message)

Case 1: send text as 2 separate messages if you want to make a derogation

Case 2. Send a message about what Google asks + "Could you please..." with the screenshot as another message

Case 3. Once screenshot in one message + avoid typing info below screenshots, it's not that visible for users
]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462927 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462928 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462928 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462929 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462929 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462930 1. before suggesting, add a transitional phrase, so the user knows what to expect
2. when presenting the feature, try to explain "why" you suggest, "what" the feature is, "how" the user can benefit from it
3. encourage implementing the feature together]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462930 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462931 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462931 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462933 We can change this closer to:

1. send an issue wrap-up separately
2. mention future opportunities
3. send the message about survey separately

E.g. It was my pleasure assisting you with the SEO for Blog posts today,! Feel free to reach back to us in case you need any further assistance.

In case you have a couple of spare minutes, we would appreciate if you could fill in the survey and tell us how we can do better! Thanks a lot in advance!]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462933 7. Etiquette: your tone on calls astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462938 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462938 User: "so they'll contact me via email and not call me back?" astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462939 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462939 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462941 "Let's imagine that they aren't taking calls, so yeah ..." - let's remember to be kind always and change it to something like "Since the team aren't taking calls right now", "Please note that ..."]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462941 Week 4 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462943 Suggestions, Implementation, Familiarization]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462943 6. Closing message astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462946 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462946 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462947 Closer should include the following: 
​
  • 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)
]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462947 --------------------------------------------------------- astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462948 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462948 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462954 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462954 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462955 Let's be sure that we always stay professionals. Change "As you might understand" to, for example, "Please note", "kindly be advised that", etc]]> 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462955 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462957 2023-09-04 14:01:44 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683462957 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683495089 2023-09-04 14:33:14 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683495089 4. Transition to suggestions astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683505797 Once you discussed a user's issue, and you agreed what to do with it, move to suggestions and avoid asking "Is there anything else...?"

Use encouraging and motivating transitional phrases + cliffhangers instead]]> 2023-09-04 14:44:45 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683505797 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683507263 2023-09-04 14:45:49 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683507263 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683507279 2023-09-04 14:45:50 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683507279 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683509745 2023-09-04 14:49:01 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2683509745 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690350674 While we're here, I also have a quick and free of charge suggestion for your site. Do you have a minute, so I can share it with you?]]> 2023-09-08 08:39:40 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690350674 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690351383 2023-09-08 08:40:15 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690351383 wrap-up + add a transition astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690356846 Summarize what was said, check a user's reaction + add a transition

"This is how it's working for blogs, name. 

Now, I'd also like to suggest you a useful tool for your site's development which is easy to add and free to use. What do you think?"]]> 2023-09-08 08:44:00 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690356846 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690357553 I would also love to show you a quick useful feature for your site, this won't take long, sounds good?]]> 2023-09-08 08:44:35 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690357553 astramentore https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690374442 1. While we're here on the call, I'd like to share with you one tip

2. To let more people know about the services, I suggest setting up a Google Business Profile. This way you can connect with users from Google and Google Maps, attract local traffic, gain insights into how your customers find you on the web, and manage customer reviews. You can create a free Google Business Profile in your Wix account, or link your existing profile

3. This feature is free to use and takes a couple of minutes to connect :) I'll gladly show you how it looks like and how to set up a profile right now if you're ready]]> 2023-09-08 08:56:32 UTC https://padlet.com/astramentore/8jnqof42pmrskl9b/wish/2690374442