Vika Karpets - week 1 by

Chat Structure elements we can improve

astramentore — 2024-07-10 07:45:40 UTC

Opener

astramentore — 2024-07-10 07:46:16 UTC

astramentore — 2024-07-10 07:50:48 UTC

Greet the user using their name, introduce yourself, thank them for contacting/mention you're glad to help, ask a warm-up question.

E.g. Hi Tim! My name is Alona and I'll be happy to assist you today

How's your day going?

Good example

astramentore — 2024-07-10 07:51:15 UTC

Issue Acknowledgment

astramentore — 2024-07-10 07:52:02 UTC

astramentore — 2024-07-10 07:52:09 UTC

astramentore — 2024-07-10 07:53:02 UTC

Issue Acknowledgment

astramentore — 2024-07-10 07:54:06 UTC

Before going to check users' accounts, let's pay attention to the chatbot note, thank for the details; restate/rephrase the issue back; ask additional questions to gather all the necessary info

astramentore — 2024-07-10 07:59:46 UTC

I see that you're experiencing the issue with not receiving plan payments. Could you please tell me more about it?

I understand that you're not receiving payout to your bank account. Please tell me when was the last time you got it?

astramentore — 2024-07-10 08:01:20 UTC

I see that you have some difficulties verifying your account

astramentore — 2024-07-10 08:03:40 UTC

I'm sorry to hear about the issue with withdrawing payouts from our account. Please rest assured that I'll check it on our end to see what should be done to fix it.

Please allow me around 3 min to check the info in the system

Chat Transfer

astramentore — 2024-07-10 08:05:26 UTC

greeting + issue acknowledgment

astramentore — 2024-07-10 08:19:20 UTC

Hi Jennifer! My name is Viktoria and I'll be glad to assist you further

I see that there is the issue with the account review. Please allow me around 3 min to check it for you

Transition to suggestions

astramentore — 2024-07-10 08:22:01 UTC

astramentore — 2024-07-10 08:25:56 UTC

Great question to familiarize with the user :)

When you'd like to move to suggestions, use positive phrases which indicate growth, development, benefit, etc.

Change "one more important thing ~~is missing~~" to "one more important thing you'll benefit from", "one important thing for your online shop", etc.

Time to suggest

astramentore — 2024-07-10 08:26:26 UTC

astramentore — 2024-07-10 08:28:59 UTC

If you decide to suggest on the chat, please mind the time and place to be sure a user can keep focus on what you suggest.

In this case, first finish with the issue, then move to the suggestion, wait for a user's reaction and present

Phrases to avoid when presenting:

astramentore — 2024-07-10 08:31:38 UTC

I noticed a warning in your account
Do you know you're not connected to Google?
I noticed that you haven't added a Blog yet.
Just for your information, you can connect your FB page to inbox

Use the info from the USP and Related Article to show the value of the feature

astramentore — 2024-07-10 08:35:10 UTC

astramentore — 2024-07-10 08:36:35 UTC

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)

astramentore — 2024-07-10 08:37:15 UTC

astramentore — 2024-07-10 08:38:53 UTC

"My pleasure, Thomas :)

Thank you for getting in touch with us! In case you have any other questions or concerns, we're always here for you."

Chat closing flow

astramentore — 2024-07-10 08:39:25 UTC

astramentore — 2024-07-10 08:39:46 UTC

astramentore — 2024-07-10 08:42:55 UTC

In case you see a local ending of the conversation, add a closing message and 'End chat".

If the user abandons the conversation, check-in with them in 3 min: "Kelly, please let me know if you're with me",

wait 2 more min and add a SR about ending the chat: "In case you've stepped our or perhaps cannot chat at the moment, I'm closing the chat now. Please feel free to reach out to us any time in the future"

astramentore — 2024-10-21 15:13:36 UTC

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)