https://padlet.com/astramentore/bfl906f6my8lz213 Elements to improve en-us 2023-08-30 13:04:16 UTC 2025-04-24 07:16:31 UTC hello@padlet.com astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198826 Discuss opportunities for growth, review items to improve, concentrate on the Chat/Call Structure in general + call/chat flows (IMS, USP, esc)]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198826 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198832 Roadmapping and Suggestions flow for Calls and Chats]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198832 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198835 Review set goals, concentrate on the Soft Skills (especially Familiarization, Empathy) + Tone on calls]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198835 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198837 CC approach recap, check results, compare them with the results before the cycle, sum-up what we improved and set goals for the future]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198837 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198838 Chat Saved Replies doc
Chat Structure in Bank of Chats
Call/Chat flow]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198838 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198840 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198840 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198842 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198842 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198844 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198844 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198845 When the chat is transferred to you, take a moment to check a user's name in the conversation, not to ask it again

E.g. "Hi Stacy! My name is Marjorelle and I'll be glad to assist you further. + How's your day going?]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198845 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198848 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198848 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198856 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198856 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198859 When the chat is transferred to you, please pay attention to the transfer note or the conversation itself to see what issue the user has and address accordingly]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198859 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198861 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198861 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198863 Before moving to a suggestion, make sure you addressed all user's issues and questions. Here, a user's concern about not being able to access the tab from the computer isn't addressed ]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198863 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198865 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198865 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198877 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198877 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198879 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198879 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198882 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198882 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198883 Avoid saying "I want to grab this opportunity to suggest", and simply mention you have a suggestion for the user: "While we're here with you, 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?"]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198883 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198885 When presenting the suggestion, start from positive (connect the feature to a user's site) + explain why you suggest, what the feature is, and how the user can benefit from it.

We should keep it simple, structured and interesting:

"Since you're developing your website for site visitors and clients to feel comfortable when they scroll it, I think it's a great idea to work on a site's accessibility with our Accessibility Wizard tool, as it helps to make sure every visitor, regardless of ability, can view and navigate your site"]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198885 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198886 Once the suggestion is presented, encourage adding it together: "What do you think about taking a look at the tool together while we're in the call? I'll gladly guide you and it'll take just 2 min"]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198886 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198888 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198888 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198890 What we can do here:

• Add a transition to make sure the user is open to suggestions
• Present the feature with: "why" we suggest, "what" it is, "how" the user can benefit from it

]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198890 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198896 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198896 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198899 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198899 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198900 Change "oh that's sad to hear" as this doesn't show our understanding and willingness to help]]> 2023-08-30 13:04:16 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678198900 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678202110 2023-08-30 13:06:48 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678202110 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678203467 Ask a user's name and email before asking how's their day or what their issue is to make the conversation structured:

"Hi! This is Marjorelle calling you back from Wix Customer Care! Before we begin, may I have your name and the email address of your Wix account?" 

---- 

"Nice to meet you, Name! How're you doing today?"]]> 2023-08-30 13:07:53 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678203467 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678209529 Setting expectations for issue investigation and sharing suggestions]]> 2023-08-30 13:12:52 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678209529 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678210411 2023-08-30 13:13:37 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678210411 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678210761 We don't put the user "on hold" as we do it on calls, we remain active and go checking their issue.

So we can say "Please allow me 3-5 min to check the issue with "issue" on my end"

If you need additional time for checking the issue, get back to the user and state a clear time frame again + use the name at the beginning or at the end of the sentence: "Helena, I really appreciate your time! Please allow me additional 5 min to check the issue deeper and I'll be back with my findings]]> 2023-08-30 13:13:57 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678210761 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678223931 + Note: 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?"]]> 2023-08-30 13:24:39 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678223931 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678247564 2023-08-30 13:42:18 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678247564 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678254953 2023-08-30 13:47:50 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678254953 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678256057 Guide the user through the steps till the end and check the result to be sure the user follows you and have the suggested feature implemented]]> 2023-08-30 13:48:42 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678256057 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678256732 2023-08-30 13:49:11 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678256732 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678257815 When the issue coincides with the solution, we don't mark it as "suggested" in the USP ]]> 2023-08-30 13:49:55 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678257815 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678263129 -------------------------------------------]]> 2023-08-30 13:53:38 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2678263129 astramentore https://padlet.com/astramentore/bfl906f6my8lz213/wish/2679399638 Suggestions, Implementation, Familiarization]]> 2023-08-31 06:36:28 UTC https://padlet.com/astramentore/bfl906f6my8lz213/wish/2679399638