• 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)

Hello (name)! Thank you for reaching out to Wix Customer Care! My name is Julio and I'll be happy to assist you

How're you doing today?

Call:

Hi! This is Julio calling you back from Wix. Before we begin, may I have your name and the email address of your Wix account, please?

Thank you, (name)

Pam, I also want to share with you one free to use tool which can help your site growth"

Instead of saying "here is a suggestion for you" say "I also checked your site and noticed that you grow your online community. I'd like to suggest you to import the contacts you have to communicate with them and send special offers and promotions on your website"

Phrases:

"I understand that the video on the homepage doesn't play on mobile version of your site"

OR

"Thank you for sharing the info about your issue with the video not playing on mobile"

OR

"Could you please tell me the site name and the place on the page your video is on?"

1. Explain what result of the issue investigation you got

2. Create a plan you'll be following to solve

3. Guide the user step-by-step

4. Be detailed if you see the user is novice or not that much tech-savvy

5. Check-in with the user to know they follow you

1. send an issue wrap-up separately

2. mention future opportunities

3. send the message about survey separately

E.g. It was my pleasure assisting you with the the video today,! Feel free to reach back to us in case you need any further assistance.

If 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!

"Once we discuss your issue, I'll also be glad to share with you the suggestion for your site development"

Encourage the user to implement and check their reaction instead of "Do you have ...?"

"Please let me know if we're connected"

• In case the user doesn't reply for 2 more min, mention that you're closing the chat, let them know you're closing the chat:

"In case you've stepped out or perhaps cannot chat at the moment, I'm closing the chat for now. Please feel free to reach us out with any question or concern"