Nicholas week 1 by

Week 1

astramentore — 2024-02-14 14:31:49 UTC

Discuss opportunities for growth, review items to improve, concentrate on the Chat/Call Structure in general + call/chat flows (IMS, USP, esc)

Week 2

astramentore — 2024-02-14 14:31:49 UTC

Roadmapping + Suggestions

Week 3

astramentore — 2024-02-14 14:31:49 UTC

Concentrate on the Soft Skills (especially Familiarization, Empathy)

Week 4

astramentore — 2024-02-14 14:31:49 UTC

Handover rate

Work on chats/calls

astramentore — 2024-02-14 14:31:49 UTC

Chat Saved Replies doc

Chat/Call flow
Chat Structure in Bank of Chats

Chat elements to discuss

astramentore — 2024-02-14 14:31:49 UTC

Opener

astramentore — 2024-02-14 14:31:49 UTC

Use a user's name, introduce yourself, show willingness to help

astramentore — 2024-02-14 14:31:49 UTC

Hi Rick! My name is Nick and I'll be glad to assist you today!

How're you doing?

P.s.: ask a user's name if they don't mention it at the very beginning

Issue Acknowledgment

astramentore — 2024-02-14 14:31:49 UTC

Pay attention to a chatbot note, restate the issue back if it's clear, confirm necessary details before checking, ask additional questions.

astramentore — 2024-02-14 14:31:49 UTC

Give the user some time to explain what's happening not to interrupt them, and then acknowledge the issue, restating it back to show you understand it or asking additional questions.

Issue findings / solution

astramentore — 2024-02-14 14:31:49 UTC

Let's avoid any assumptions. It's always a great idea to check possible options first and then share your findings with the user

astramentore — 2024-02-14 14:31:49 UTC

Responsiveness

astramentore — 2024-02-14 14:31:49 UTC

State a clear time frame when you're going to check something;
Always pay attention to user's messages and reply asap

Suggestion Presentation

astramentore — 2024-02-14 14:31:49 UTC

Add a smooth transition 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?"

astramentore — 2024-02-14 14:31:49 UTC

Great job with site observations!!

When presenting the tool, explain "why" the tool you suggest is relevant and beneficial for the user to interest them.

E.g. "Adding a Wix Blog to your site is a great way to showcase your site visitors what you love. You can easily create a stunning blog that suits your personal style and grow your online community around the world. Posting fresh content regularly and sharing posts will also help to rank higher on Google and search engines."

astramentore — 2024-02-14 14:31:49 UTC

Once the suggestion is presented, encourage adding it together, mention they can add and check how it looks like or works: "What do you think about adding the blog to your site together while we're in the chat? I'll gladly guide you, and it'll take just 2 min"

(user is interested in this chat, so continue with the suggestion)

IMS/Article linking

astramentore — 2024-02-14 14:31:49 UTC

Make sure to find and connect a correct issue and article depending on a user's request

User Success Platform

astramentore — 2024-02-14 14:31:49 UTC

Use "Overview" section, Suggestions, Timeline

Roadmapping

astramentore — 2024-02-14 14:31:49 UTC

Setting expectations for issue investigation and sharing suggestions

astramentore — 2024-02-14 14:31:49 UTC

Set clear expectations about what you're going to check + state a clear time frame:

"Thanks for the details of your issue with the campaign! Please allow me 3-5 min to open your account and check what's happening on our end"

+ Check the issue on your end and only after that explain your findings (it should only...) to keep the conversation structured and avoid a user's confusion (are you still there)

astramentore — 2024-02-14 14:31:49 UTC

Empathy

astramentore — 2024-02-14 14:31:49 UTC

We don't agree that something is bad at Wix, as well as we don't put other companies in a bad light.

It would be better to say "I understand that it may take some time to get in touch with Google, so let's wait for the update from them"

astramentore — 2024-02-14 14:31:49 UTC

I understand it may be confusing, however rest assured that you're not being charged

Week 5

astramentore — 2024-02-14 14:31:49 UTC

CC approach recap, check results, compare them with the results before the cycle, sum-up what we improved and set goals for the future

astramentore — 2024-02-14 14:42:10 UTC

astramentore — 2024-02-14 15:44:32 UTC

astramentore — 2024-02-14 15:56:24 UTC

astramentore — 2024-02-15 20:45:14 UTC

I totally understand that saving your information and reviews is crucial. Please give me 3-5 min to check if there is a way to...

astramentore — 2024-02-15 20:51:33 UTC

astramentore — 2024-02-15 20:52:09 UTC

It's not your fault or a negative thing when something is missing here at Wix. Explaining that the feature isn't available and thanking for the feedback is enough, no need to apologize.

"Please note that currently, it's not possible to add a video to the form. Thank you for your feedback, I'll definitely pass it to our advanced team ..."

Closer

astramentore — 2024-02-15 20:57:58 UTC

Wrap-up the conversation, mention future opportunities

astramentore — 2024-02-15 20:58:08 UTC

astramentore — 2024-02-15 20:58:21 UTC

When the interaction comes to the end, sum it up and say goodbye to a user:

"It was my pleasure to help, Joe! We're always here if you need any assistance in the future!

Have a good one!"

Ending the chat this way gives you the option to end the chat right away without waiting that long.

astramentore — 2024-02-15 21:04:55 UTC

Let's also remember about the "5 min" chat closing flow.

If the user doesn't reply (abandons the chat) for 3 min, we check if they're with us and wait 2 more minutes. When they pass, we notify the user about closing the chat and end it.

15 minutes is too long to wait