Focus on Suggestion Roadmap and Suggestion presentation

Chats/Calls practice

Chats/Calls practice

Chats/Calls practice

Chats/Calls practice

"Thank you for the details of your issue with not receiving form submissions to your email! I'll do my best to check everything on our end"

OR

"I understand that you've set up the email to receive forms submissions, but they appear in Wix Inbox only"

OR

"Thank you for the details! Could you please also tell me the email address you'd like to receive submissions to?" ^{(in case user has incorrect email added)}

"Why is the reason you created some redirections to this page?" question sounds illogical and accusatory here

First, go with: "Thank you for explaining the situation with the page, I'll do my best to check the details and see what should be done to solve this"

After that if you don't need time to go and check it and the dashboard is already open, share what you see: "Mehdi, I'm in your account now and I see there is a 301 redirect created for this page. Was it created by you?" + attach the screenshot

be responsive, set clear time frame for issue checking, reply within that timeframe

2. Set expectations about what you're going to check: "Let me open your account and check the info about your Business Phone Number, I'll be back in 5 min"

3. Explain who you need to contact, how the expert is going to help? Will it be a chat transfer you just want to check the issue with colleagues? - set clear expectations for the user

After that, share your observations and create a plan to follow to solve the issue

e.g.: "I've checked your account and see that you've started working on SEO Wiz tool and before connecting your site to Google we also need to add your homepage's description. Please go you SEO Wiz tool first"

If you ask for 5 min, get back in no more than 5 min

2. What test did you do? Explain to the user

3. Why they need to publish site? What are your findings? Why they need to wait for 5 more minutes?

Instead of saying "here is a suggestion for you" say "I see that you have your email address and contact form added on the site. It can be also a great idea to add a Wix Chat app as it allows you to communicate with site visitors in real-time so you can welcome them and answer questions immediately. You can correspond with visitors on-the-go from your mobile device or chat directly from your site dashboard"

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

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• 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)

2. wrap-up the conversation and mention future opportunities: "Thank you for getting in touch with the SEO question today! In case you have any other questions or concerns, we're always here for you"

3. mention survey: "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!"