Jelena - Hold Adherence Booster by

Intro:

astramentore — 2025-07-01 08:56:29 UTC

listen to the call and analyze the customer's experience

thanks to proper hold we are:

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being professional

maintaining company's standards

providing unified experience to all the customers

not being fooled by our biases

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Let's practice

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Choose the correct wording:

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Pro Bundle Scenarios:

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My elements (text, images, etc) overlap on tablet and mobile breakpoints
The submit button on CMS form is not working on my site

Promote Bundle Scenarios:

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Majority of my site pages are not indexed by Google. I already finished SEO checklist and submitted sitemap to Google, but some pages are still not indexed
My automation is not sending email notifications to my email address when the form is submitted on the website

PbW Bundle Scenarios:

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I received the error that my WP account cannot be verified because of Personal details issue
I don't see Wix Payments payment method in the list of available methods for me even though I know WP is available in the US

Business Bundle Scenarios:

astramentore — 2025-07-01 08:56:29 UTC

I've already created my Branded App, but I see that it's still awaiting approval and showing as under review
Cannot see my posts. I created them and published through my Wix Blog

Essentials Bundle Scenarios:

astramentore — 2025-07-01 08:56:29 UTC

I cannot download my logo both on desktop and mobile
I added videos from Vimeo to my Pro Gallery and they won't play on my iPhone! They're set to "public" there, so that is not the issue! It works perfect on desktop

Check the scenarios of your bundle and estimate the approximate time you'll need to resolve the issue

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PnP Bundle Scenarios:

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My website is not appearing online, although I edited the records you gave me
You took the money from my account and I do not need this website any more, I want a refund

You’re assisting a user who has a complex issue. You’ve placed them on hold for 5 minutes while checking it in Slack channels. Suddenly, you realize that:

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Read the Scenario and answer the questions below:

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The response from the team will take longer than expected
You receive another chat from a different user
Your system briefly freezes for a moment

What would you do in this case? How you'd prioritize the tasks?

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Holds vs Mute

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Why do we usually come back from holds too late?

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Get back to them every 5 mins with updates/details

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thank them for waiting
give them a quick update of what you have done so far or what you have confirmed/recreated/faced
explain that you need 5 more
place them on hold again

they won't be angry or annoyed, if you explain that you are doing work, but still need more time

example: Suzie, thanks for waiting! I have already checked the checklist and I can see that it is finished - the same as you stated. However, I still need 5 mins more to identify where the issue is coming from then. I'll get back to you after the tests. Appreciate your patience!

issue was really complex and I needed more time to test to find a solution

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don't want to come back with no findings, so continue digging

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no matter why - user is still annoyed on the other side of the line

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would you be happy as a customer?

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in your opinion, what can be done differently?

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I do not put users on hold, cause the music is annoyig and I think they hate it, so I just mute myself

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we are all different and not all the people think same way :)

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_____________

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Time to re-phrase:

astramentore — 2025-07-01 08:56:29 UTC

Ok, John, I clearly see what's going on right now, so please bear with me while I'm checking it. I have some ideas here, just need to test it out on my end. Will be back shortly!

Your reply (click "edit" to add the text)

astramentore — 2025-07-01 08:56:29 UTC

Thank you for explaining!! I understand that your customer cant check out. Let me have a look at your account and I will be back in 2-5 minutes. If I will be able to recreate the issue, its can be a local issue. I will recreate the issue now. Thank

you!!

Time to re-phrase:

astramentore — 2025-07-01 08:56:29 UTC

Thank you very much for giving me some time to check this for you, Emma. I'll need more time to see what's going on here. Thanks for your understanding, I'll be back within a couple of minutes

Your reply (click "edit" to add the text)

astramentore — 2025-07-01 08:56:29 UTC

Can we place users for several holds during the interaction?

astramentore — 2025-07-01 08:56:29 UTC

+ Imagine that you suppose that it can be a local issue, but you need to check on your end if it recreates

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⭐ Before you go, here's a small reminder: "dead air" on holds must not exceed 45 seconds

astramentore — 2025-07-01 08:56:29 UTC

csi link