e.g. Hi Bart, thank you for contacting Wix! My name is Jules and I'll gladly assist you.

How're you doing today?

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

Thank you, Helen! How's your day going so far?

e.g. Hi Salvatore! My name is Jules, and I'll assist you further regarding the 1099-K form

I see that you'd like to access the form for 2023. May I ask if you were previously able to see it?

OR

Hi Salvatore! My name is Jules, and I'll assist you further. Please allow me 2-3 min to review the issue details

I see that ...

e.g. Hi Tim! Thank you for waiting. It's Jules from Payments by Wix

I see that you have the issue with ...

e.g. I’m glad we were able to find a solution. In case you have any other questions or concerns, we’re here to help.

After this chat / call, you’ll receive a survey! We would really appreciate you letting us know how we did today!

• explain that the user will be transferred to a specified department, disclose the department to the user

• avoid mentioning a timeframe for the hold

e.g. I'd like to transfer our chat online to the Stores team so they can assist you further. Please wait for the expert to join

Calls:

• Soft transfer: set expectations about the transfer for the user + introduce the next expert, mentioning their name and role

• Hard transfer: let the user know they will be transferred + mention the department. Avoid stating hold time frame but mention the user will be placed on hold

• Check in after 3 min: "Name, please let me know if we're connected?"

• Close the chat in 2 min: "In case you have stepped out or perhaps cannot chat at the moment, I’m closing this chat for now. Please do not hesitate to contact us with any question or concern you may come across! Meanwhile, have an amazing day"

Acknowledge the issue by:

• Thanking for the details of the "issue"

• Restating it back to the user

• Asking additional questions/details to clarify

e.g. I can see that you try to verify your Wix Payments account but receive the message about your company details mismatch for the QustomDot2024 website, am I correct?

​​

E.g.: I’m going to open your Wix Payments account and check the details to see what should be done to verify it

​

• State a clear absence time frame (up to 5 min)

​

E.g.: Please allow me around 5 min for that, and I’ll be back with my findings

• Get back to the user within the timeframe you mentioned

  
  

• Ask for additional hold if needed, set its purpose and state a time frame again

  
  

E.g.: I need additional 3 min to check if the document uploaded matches the info in the dashboard

• In case the user sends messages during the hold - respond AND restate being placed on hold

• If you don’t need to use a hold on a call, please do not exceed 45 seconds dead air or silence

  
  

• Apologize if the hold took longer than expected due to tech issues, etc.

  
  

• Check in with the user if they stop responding

e.g. I’ll gladly address your questions one by one. Let’s first discuss *1st question* and then speak about the *2nd question*

e.g. I see that your payout is on hold due to Bank details verification issue. You need to upload your bank statement to resolve it. Let me guide you

• Avoid overwhelming the user with too much info in one message or several steps at once

• Guide step-by-step and give some time to complete it, check-in with the user

• Send 1-2 sentences per message

• Customize / adjust info due to users' needs, remove extra info

• In case the issue has to be escalated, set clear expectations about it