Roadmap and Suggest by

astramentore — 2023-06-23 10:59:59 UTC

Suggestion is our professional piece of advice shared with a user, which is aimed to move them forward along their success path and advance their business with Wix.

On chats and calls, we can see the user’s mood straightaway, so the main criteria for suggestions is the user’s mood

Suggest if:

astramentore — 2023-06-23 11:04:56 UTC

Issue is resolved
Issue resolved itself or the user did it (e.g., a local one)
Chat/Call transfer, a user's mood is Ok
Offline escalation, the user feels OK
The request is S&F/FR, their reaction is neutral/positive

Avoid suggesting if:

astramentore — 2023-06-23 11:07:41 UTC

The user is irritated/frustrated/angry during the whole conversation
Escalation of a sensitive issue due to OOS (Risk, AA, Security)
User leaving Wix and doesn't want to continue using our platform
No sites in the account
Soft transfer on calls

How we can mention the option to share suggestions?

astramentore — 2023-06-23 11:08:37 UTC

Chats:

astramentore — 2023-06-23 11:12:05 UTC

1. Once you acknowledged the issue and roadmapped the user about its investigation (e.g. Please allow me 5 min to open your account and check the domain connection), you can also:

Roadmap about suggestions: "Once we discuss the issue, I'd also like to share with you the suggestion for your business growth"

2. After the issue discussion, you can also mention the opportunity to share the suggestions with the user using:

The transitional phrase:

"I'm glad we resolved your issue! I also want to share one small tip for your site development, while we are here in this chat. What do you think?

A Cliffhanger: a short phrase which grabs a user's attention

"I also have something interesting for you"

Calls:

astramentore — 2023-06-23 11:57:19 UTC

The flow for calls is similar, so you can do the following:

1. Once you acknowledged the issue and roadmapped the user about its investigation (e.g. Please allow me 5 min to open your account and check the domain connection), you can also roadmap about suggestions:

"And I’ll also take a look at the site to see if there are any suggestions I may offer to you once we discuss the issue/domain question. Is it okay with you? Great! Thanks"

2. Once the issue is discussed, you can get back to suggestions:

Use a Transitional Phrase
Ask an Impactful Question
Make a Compliment

"I should say that I've taken a look at your site and noticed you own an animal shelter. Your mission is amazing, as it's so important to help animals"
+ present the suggestion to the user: "I'd also like to share with you the tool that will bring more visitors to the site..."

How to find the suggestion?

astramentore — 2023-06-23 12:05:09 UTC

It's not important whether the suggestion is connected to a user's initial issue or not. We choose the feature/tool which we find beneficial for the user to use

On a Chat:

astramentore — 2023-06-26 07:25:09 UTC

1. Once you join the chat and greet the user, open UM, impersonate, access the live site (take a quick look at it);
2. While acknowledging the issue and waiting for the user to reply, use this minute to open the USP, check site's goal, suggestions, etc.
3. Roadmap the user about suggestions / use Cliffhanger / Transition
4. Familiarize with the user by asking a question, making a compliment, small talk, etc.
5. Choose the suggestion from USP and present it when the issue is discussed

astramentore — 2023-06-26 07:50:04 UTC

Activity: Match a chat element and message to present the suggestion and implement it

Issue Roadmap

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Familiarization

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Suggestion Roadmap

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Solution wrap-up + transition

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Suggestion Presentation

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Implementation phrase

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Suggestion walkthrough

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On a call:

astramentore — 2023-07-24 14:18:30 UTC

1. Once you join the call and greet the user, open UM, impersonate, access the live site
2. Acknowledge the issue and gather all the details (if you have time, take a look at the site/USP)
3. Roadmap: Mention you'll check a user's site right after roadmapping about the issue and before starting to check it: "And I’ll also take a look at the site to see if there are any suggestions I may offer to you once we discuss the issue/ question. Is it okay with you?''
4. Spend a minute to take a look at the USP, check site/account while checking the issue to see what suggestion is useful
5. Familiarize with the user: ask a question, make a compliment, initiate a small talk
6. Get back to the suggestion once the issue is discussed

astramentore — 2023-07-24 14:39:16 UTC

astramentore — 2023-09-07 05:58:00 UTC

You can also:

Ask an Impactful Question: questions about their business, site goals, etc. "How do you usually communicate with your clients?" (to suggest a Wix Chat)
"What are your ways for attracting new visitors to the site?" (work on SEO)
A Compliment: share your observations about a user's site/business + add suggestion

"I've also taken a look at your site and must note that the bags you sell look really stylish and comfortable! + It would also be a great idea to add wishlist feature to your store, so ..."
3. Escalation / Chat Transfer:

Offline escalation: "I totally understand how important for you is to solve this issue! To make this chat beneficial for you, I would also be glad to provide a small tip for your site development. Do you have a couple of minutes?"
Chat Transfer: let the user know you want to transfer the chat online + “While we’re waiting for the expert to join, don’t you mind me sharing one small tip for your website development?”

astramentore — 2023-09-07 05:59:21 UTC

3. Escalation/transfer case: before ending up the call to esc it offline or transfer to another live queue, you can also mention the suggestion:
"Before transferring the case to our advanced team, I'd like to make our call beneficial for you and provide a small tip for your site development. It'll take just a couple of minutes. How does it sound?"

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astramentore — 2024-01-04 08:42:13 UTC

How this happens on a call

So how to present? - 3W

astramentore — 2024-02-19 14:41:20 UTC

Why you find this feature relevant

astramentore — 2024-02-19 14:42:08 UTC

Use the info you learn about the site to show the user how did you come up with the idea this feature is relevant

What this feature is about

astramentore — 2024-02-19 14:43:27 UTC

Explain the user what this feature does, how they can use it. Use the info from USP and article

What benefit the user will get

astramentore — 2024-02-19 14:43:54 UTC

Tell the user what exact value this feature has. The more it is personalized, the higher chances the user will implement it. General values:

- increase traffic

- increase sales

- improve communication relationships with clients

- help manage the site easily

- develop the site

astramentore — 2024-02-19 14:46:29 UTC

I see that you organize events in your town and promote them with your website

astramentore — 2024-02-19 14:47:58 UTC

That's why I'd like to suggest you to set up a Google Business Profile

astramentore — 2024-02-19 14:49:15 UTC

Creating a profile or connecting your existing one will help to attract local traffic, gain insights into how your customers find you on the web, and manage customer reviews which can help to increase selling tickets for your events

+ Encourage to Implement

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- Be proactive

- Check what is needed for implementation

- Call to action

- Mention it's fast and free to use

- Guide the user step-by-step till the end

- Check user's progress

astramentore — 2024-02-19 14:54:17 UTC

It'll take just a couple of minutes to create a profile, and I'll gladly show you the process while we're in the chat/ on a call! How does it sound?

...

Great! Please click here to access the Google Business Profile tab and click "Start Now":

"screenshot"

astramentore — 2024-02-20 11:05:05 UTC

Article

astramentore — 2024-02-20 11:05:39 UTC

I see here that you're a floral design and event styling company, wherein to offer services. That's why I'd like to suggest you to set up the SEO plan. The Wix SEO Setup Checklist is a step-by-step checklist designed to help you improve your site's search engine optimization (SEO) based on your business's information and your keywords. It also lets you connect and verify your site with Google so that your site appears in search engine results.

It'll be my pleasure to show you how to work with the tool while we're on the chat, and it'll take just a couple of minutes. How does it sound?

Site

astramentore — 2024-02-20 11:07:21 UTC

Site

astramentore — 2025-08-19 09:45:55 UTC

astramentore — 2025-08-19 09:47:59 UTC

Which one would you choose, what questions would you ask?

astramentore — 2025-08-19 09:48:05 UTC

Write your - reply

-Question to ask or transition by complementing

-Value proposition

-Help implement