Juan week 1 by

Juan week 1 by https://padlet.com/astramentore/d9egyd406zqncjz2 Elements to improve en-us 2023-08-28 15:19:01 UTC 2025-04-24 07:16:31 UTC hello@padlet.com Week 1 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292392 Discuss opportunities for growth, review items to improve, concentrate on the Chat/Call Structure in general + call/chat flows (IMS, USP, esc)]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292392 Week 2 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292394 Roadmapping and Suggestions flow for Calls and Chats
Empathy ]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292394 Week 3 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292395 Review set goals, concentrate on the Soft Skills (especially Familiarization, Empathy + Tone on calls]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292395 Week 5-6 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292396 CC approach recap, check results, compare them with the results before the cycle, sum-up what we improved and set goals for the future]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292396 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292397 Chat Saved Replies doc
Chat Structure in Bank of Chats
Call/Chat flow]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292397 Chat/Call elements to discuss astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292399 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292399 1. Opener astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292400 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292400 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292403 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292403 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292405 Hi James! My name is Juan and it'll be my pleasure to assist you today!

How's your day going?]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292405 2. Issue Acknowledgment astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292406 it's not clear what "this concern" is, and what you want to help them to resolve]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292406 Not clear what concern and that you understand the issue astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292409 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292409 1. Appreciate the details: astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292411 Thanks for the info! I'll definitely help you to connect the domain purchased from Wix to an external site]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292411 4. Issue investigation/solution astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292416 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292416 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292418 When you get back to the user with the info about the issue, there is no need to say ~~"hi~~" again and again, you can simply thank the user for waiting, mention you're back, etc.

"Thanks for waiting! ... I checked the account and ..."

"Appreciate your time, I'm back with my findings"]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292418 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292419 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292419 3. Roadmap astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292421 Setting expectations for issue investigation and sharing suggestions]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292421 5. Suggestion: move to them, present, implement astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292429 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292429 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292430 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292430 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292434 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292434 Transitional phrase astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292435 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?"]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292435 Suggestion astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292436 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"]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292436 Implementing astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292438 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"]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292438 6. Abandoned Chats astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292443 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292443 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292444 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292444 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292445 You're the only expert on the chat with the user, so say "I" instead ~~"WE".~~

The flow: if the user is inactive for 3+ mins, ask if you're connected / if the user is with you on the chat instead of "Are you still there and in need of assistance" as it sounds rude and unprofessional. Let's change to:

"Please let me know if we're connected"
"Name, are you with me in the chat"

If the user doesn't reply, and you understand they got disconnected, there are a couple of SRs in Wix Answers for abandoned chats that you can use: e.g. #abandonedchat

Let's change the phrase to, for example: "In case you've stepped out or cannot chat at the moment, I'm closing the chat for now. Please do not hesitate to contact us with any question or concern you may come across!"]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292445 5.1 User Success Platform astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292446 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292446 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292447 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292447 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292448 Ask what's the user's goal and industry and update the info]]> 2023-08-28 15:19:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675292448 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675296578 2023-08-28 15:20:32 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675296578 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675298310 Hi Jeff! Thank you for contacting Wix Customer Care!

How are you doing today?]]> 2023-08-28 15:21:50 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675298310 2. Rephrase to clarify/let the user know you understand: astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675306966 As I can see you'd like to connect your Wix domain to the "site" on the external platform, correct?]]> 2023-08-28 15:28:45 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675306966 3. Ask additional info / questions: astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675306970 Thanks for the details of your request! Could you please also specify if you'd like to manage your domain with Wix, but have it connected to the "site"?]]> 2023-08-28 15:28:45 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675306970 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675326169 2023-08-28 15:43:07 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675326169 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675326184 You're on the chat, but not ~~on the line~~ (on a call) with the user, so better say "since you have me on the chat]]> 2023-08-28 15:43:07 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675326184 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675327441 2023-08-28 15:44:15 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675327441 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675327994 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 the domain connection, and I'll be back with the steps"]]> 2023-08-28 15:44:42 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675327994 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675331254 2023-08-28 15:47:12 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675331254 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675332532

Before moving to the solution steps, share your findings/tell why the issue occurred and/or what you're going to do to reach a user's goal

Avoid sending article links and too much info in one message, this is overwhelming

Don't just copy/paste the info from the article, this is not helpful at all. Instead, impersonate a user's account, guide them through the process step-by-step

Customize messages sending only steps/info which is relevant for the user

Add visualization (screenshots) to show the process and make it easier to follow your steps

Check the progress and result to be sure the user is following you

]]> 2023-08-28 15:48:15 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675332532 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675332954 2023-08-28 15:48:36 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675332954 7. Closing message astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675348425 2023-08-28 16:00:46 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675348425 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675355494 2023-08-28 16:06:43 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675355494 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675356583 When you sent an "abandoned chat" saved reply, wait at least 10-20 sec before closing the chat to make sure the user doesn't get back]]> 2023-08-28 16:07:38 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675356583 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675361806 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)

]]> 2023-08-28 16:11:52 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675361806 --------------------------------------------------------- astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675362047 2023-08-28 16:12:03 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675362047 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675363507 2023-08-28 16:13:23 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675363507 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675364168 We can change this closer to:
1. include the issue summary
2. mention future opportunities + skip links and articles, since we don't add links to contact us until users ask about it
3. avoid reminding our name, users see the expert's name when we're connected or send messages to them

E.g. It was my pleasure assisting you with the domain connection today, Jeff! 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!]]> 2023-08-28 16:14:01 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675364168 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675373074 2023-08-28 16:21:47 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675373074 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675373530 We chat with users the same way we do it with friends in WhatsUp, so let's avoid adding dots at the end of phrase/sentence if this is the end of the message you're going to send]]> 2023-08-28 16:22:15 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675373530 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675378971 "Hi! Thank you for Contacting Wix. This is JM. Can I have your name and your email address please?"]]> 2023-08-28 16:27:14 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675378971 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675380754 This is a callback, so we need to mention this when calling users back and assisting them:

"Hi! This is JM 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?"]]> 2023-08-28 16:28:47 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675380754 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675384198 2023-08-28 16:31:55 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675384198 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675385390 Ask additional questions, restate the issue back, clarify it to be sure you understand what the user is referring to and that you have enough info to check the issue on your end]]> 2023-08-28 16:33:08 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675385390 8. Etiquette: your tone on calls astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675388872 2023-08-28 16:36:06 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675388872 Let's listen to this call and see what we can do better :) astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675390544 2023-08-28 16:37:28 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675390544 Tone of voice astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675399349 2023-08-28 16:43:46 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675399349 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675409509 It may happen that some internet connection issues occur, or the user cannot hear you well / you cannot hear the user well, etc.

In this case, we must stay calm and patient, and check if the user can hear us instead of repeating the same thing several times and changing our tone of voice to negative.

E.g. You: "Okay. May I know the error message that you're getting?"

...the user doesn't reply...

"Dena, please tell me if you hear me well?"

User: yes, I can hear you

You: "Great! It would be helpful to know what error message you get"]]> 2023-08-28 16:51:40 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675409509 "Hi, hello" astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675413645 2023-08-28 16:55:28 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675413645 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675414332 Let's avoid repeating "hello, hiii, hello" when you get back to the user after having checked their issue. It may sound weird and not professional.

In case you can get back to the user saying "Thanks for waiting, I'm back", and you aren't sure the user is with you, ask "Dena, are you with me on the call" and wait at least 10sec, as the user may need some time]]> 2023-08-28 16:56:12 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675414332 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675419074 2023-08-28 17:00:44 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2675419074 Week 4 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2676343032 Suggestions, Implementation, Familiarization]]> 2023-08-29 07:35:14 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2676343032 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2676346585 + if we don't have a user's name, we ask it (only once) and continue assisting]]> 2023-08-29 07:37:37 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2676346585 astramentore https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2684501944 + 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?"]]> 2023-09-05 07:50:58 UTC https://padlet.com/astramentore/d9egyd406zqncjz2/wish/2684501944