Amanda (session 3) by

Issue Acknowledgement + Empathy

astramentore — 2025-07-02 15:19:38 UTC

astramentore — 2025-07-02 15:20:06 UTC

astramentore — 2025-07-02 15:21:09 UTC

What's the issue? How do you understand it?
What are user's emotions? How you can support/reassure the user you'll do your best?

Empathy

astramentore — 2025-07-02 15:23:04 UTC

astramentore — 2025-07-02 15:23:14 UTC

astramentore — 2025-07-02 15:24:24 UTC

How can we change "thanks for sharing this" to show understanding of the situation?

Empathy flowchart

astramentore — 2025-07-02 15:26:11 UTC

astramentore — 2025-07-02 15:26:22 UTC

astramentore — 2025-07-02 15:28:31 UTC

astramentore — 2025-07-02 15:30:26 UTC

Let's turn on our active listening and notice what the difficulty is
Show empathy so user understands they're important and we want to help

Holds

astramentore — 2025-07-02 15:31:30 UTC

CSI

astramentore — 2025-07-02 15:32:18 UTC

came back in 3

astramentore — 2025-07-02 15:32:59 UTC

It's better to ask for 5 min absence and come back earlier

15 sec grace time for the stated absence timeframe (with 5 mins being max)

astramentore — 2025-07-02 15:33:56 UTC

⭐ "Dead air" on holds must not exceed 45 seconds

astramentore — 2025-07-02 15:34:04 UTC

astramentore — 2025-07-02 15:34:12 UTC

astramentore — 2025-07-02 15:34:21 UTC

astramentore — 2025-07-02 15:34:36 UTC

Issue Solution

astramentore — 2025-07-02 15:38:12 UTC

astramentore — 2025-07-02 15:38:36 UTC

astramentore — 2025-07-02 15:39:57 UTC

Split info into several messages, it's too much

thank for waiting
share observations
share requirements for voided check
for bank letter

Closer + Survey

astramentore — 2025-07-02 15:40:30 UTC

astramentore — 2025-07-02 15:40:51 UTC

3 different messages instead of gaps

astramentore — 2025-07-02 15:47:22 UTC

Wrap-up with a kind note: "I'm glad we were able to fix it together!"
Future opportunities: "In case there are any other questions or concerns, please reach us out"
Survey (avoid saying 'my performance'): "We’d love to hear how we did today, feel free to fill out the quick survey after the chat!"

IMS: always link the issue

astramentore — 2025-07-02 15:48:04 UTC

astramentore — 2025-07-02 15:48:46 UTC

Example

astramentore — 2025-07-02 15:49:40 UTC

Action Item - USP

astramentore — 2025-07-02 15:50:42 UTC

astramentore — 2025-07-02 15:51:15 UTC

Let's start paying attention to suggestions and present them when the tool is open

1. Have a look at the Overview, Suggestions, Timeline

astramentore — 2025-07-02 15:53:29 UTC

2. Check what user's business is about (live site, services/products in the dashboard)

astramentore — 2025-07-02 15:54:20 UTC

3. Roadmap the user about suggestions at the beginning or after the solution

astramentore — 2025-07-02 15:57:36 UTC

"Please allow me about 5 min to open your account and check the docs

Once we discuss the verification of your WP account, I'll gladly share with you one tip for the website"

"Now, let's wait up to 48 hours for the documents to be reviewed

I also wanted to share with you one useful feature you can benefit from. How does it sound?"

4. Choose the suggestion and present

astramentore — 2025-07-02 16:00:32 UTC

why you suggest?

"Since I see you have physical location for your yoga studio..."

what the feature is?

"I recommend you to create a Google Business profile. You can create it through Wix or import existing one if you have"

what the benefit is?

"It will help you to attract local traffic and gain insights into how customers find you on the web. Also, you will be able to manage customers reviews that you customers can leave after visiting your studio"

5. Encourage to implement and walk through

astramentore — 2025-07-02 16:02:07 UTC

"What do you think if I guide you how to set up it right now? It will take just a few minutes and it is a completely free feature.

Can you please go to your Marketing & SEO page and then Google Business Profile"

Example

astramentore — 2025-07-02 16:04:03 UTC

astramentore — 2025-07-02 16:04:22 UTC

Areas for Improvement

astramentore — 2025-07-02 16:05:08 UTC

Suggestion for Lorraine

astramentore — 2025-07-10 10:35:43 UTC

Add a transition to suggestions after "ok got it no further questions"
Present the suggestion using tips above
Encourage to implement

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astramentore — 2025-07-10 10:35:52 UTC

astramentore — 2025-07-10 10:37:13 UTC

You are very welcome, glad I was able to help. Before we wrap up the chat I also wanted to share with you one useful feature you can benefit from. How does it sound?

I noticed that you haven't added your store policies to your website. For compliance reasons this is highly recommended.

This might help you avoid possible chargeback requests, or complaints from your customers as you will be showing what to expect regarding returns/refunds, etc.

Please click here to add it and let me know once you are done so I can check on my side if you are all set

astramentore — 2025-07-16 14:25:31 UTC

PbW TOP Suggestions Tips

astramentore — 2025-07-16 14:32:39 UTC

Essentials Top Suggestions Tips

astramentore — 2025-07-16 14:40:31 UTC