General Etiquette by Jose Castañeda

Objective

josecastaneda05 — 2025-02-19 17:41:53 UTC

Set, maintaing and re-establishing impressions with Wix Branding.

Questions to consider:

josecastaneda05 — 2025-02-19 17:48:55 UTC

Did the expert brand the interaction?
Did the expert introduce themselves?
Did the expert identify the user – name and email?
Did the expert acknowledge the user’s issue?

Calls standar opening

josecastaneda05 — 2025-02-19 17:54:55 UTC

Greeting: "Hi", "Thank you for contacting..."
Branding: Wix, Wix.com or Wix Customer care.
Expert introduction: my name is, its... from Wix. etc.
Requesting User's name: May I have your name and the email address associated to your wIx account?

Confirm the Email Address

josecastaneda05 — 2025-02-19 17:58:31 UTC

The user must always confirm the email address assciated to the account on WIX.

Name

josecastaneda05 — 2025-02-19 18:02:13 UTC

The expert must always greet the user by their name.

Chat Standar Opening

josecastaneda05 — 2025-02-19 18:03:42 UTC

Greeting: "Hi", "Thank you for contacting..."
Expert Introduction: "This is____ from WIX."
Acknowledgement of User's name: "Hi, Marco."
Offer help: "How may I help you?" or if they asked for help before: "I see you have an issue with..."

2025-02-19 18:07:39 UTC

Procedures (4 Points)

Objectives:

Ensure an Accurate Account
Ensure the Assignment of the Correct Group
Ensure the Assignment of the Correct Issue in IMS and Article in Answers

Closing Etiquette

2025-02-19 18:13:56 UTC

Closing statement and branding

(Optional) Mentioning the survey

Exceptions: user hang up the call before closing etiquette, dropped call and unable to reach user again

De-escalation -> supervisor may hung up on verbally abusive or discriminatory user only after 2-3 warnings

Soft-Transfer

2025-02-19 18:17:04 UTC

a. Setting expectations: explain other expert take over

b. Introductiin of next expert -> first name

Hard-Transfer

a. Setting expectations: explain transfer to specific department, give no hold timeframe

b. Mentioning Hold

2025-02-19 18:18:37 UTC

IMS and Article

Assigning the Correct Issue(s) in IMS and add all the user's issues.

The expert has to assign the correct articles that have the solution/troubleshooting related to the issue.

If there is not article or there is a more relevant article missing, the expert should suggest a missing article.

Ticket Priority (Feature in Answers)

2025-02-19 18:23:05 UTC

Ticket Priority (Feature in Answers)

The expert should not change a ticket's priority unless instructed by a workflow or advised by PST (Possible support Team/QA.

Splitting/Merging

josecastaneda05 — 2025-02-19 19:32:56 UTC

Following Guidelines – Experts must follow the defined processes for splitting and merging tickets.

Live Channels – If an expert is handling an issue within their assigned area and then the user introduces a different issue outside that area:

The expert should escalate offline the issue

The expert should create a new ticket for the second issue and assign it to the appropriate team.

Escalations

josecastaneda05 — 2025-02-19 19:34:54 UTC

Same Bundle Escalations

If the issue needs to be escalated offline within the same group, the expert shouldn’t create a new ticket or separate the issue unless it is specified by a documented workflow!

Assign to Correct Group/Queue

The group must be based on the user’s initial issue. If it is assigned to the correct group, the expert should double check.

Transfer to Another Live Queue

If it is not the correct group, the expert must transfer to the correct queue.

Offline Escalation
The expert must assign the correct product group.