Alejandro - Structure for chats/calls by https://padlet.com/astramentore/pnhk9ahmo7az9i5z en-us 2023-06-20 10:06:21 UTC 2025-04-24 07:16:32 UTC hello@padlet.com astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041015 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041015 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041016 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041016 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041017 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041017 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041018 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041018 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041019 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041019 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041020 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041020 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041021 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041021 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041022 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041022 On chats: mention a user's name, introduce yourself, ask a warm-up question astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041023 Hi (username)! My name is Alona, and it's my pleasure to assist you today.
How's your day going so far?

OR

Hi (username)! My name is Alona, and it's my pleasure to assist you today.
Before we begin, may I have your name, please?]]> 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041023 On calls: introduce yourself, ask for the name and email, ask a warm-up question astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041024 Hi, this is Alona, contacting you back from Wix Customer Care.

Before we get started, may I have your name and the email address associated with your Wix account, please?
]]> 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041024 Gather the details about the issue, restate it back astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041025 "I can see you are contacting us in reference to the domain name connection. Is that correct?  ... Please tell me the domain name and the website you'd like to connect the domain to?"

"Could you please tell me more about the issue you're experiencing?" + then sum-up the details we have

"Sure, I'll gladly help you with reassigning your premium Plan to the new site"]]> 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041025 Set expectations about what you’re going to check astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041026 I’m going to open your account and check the domain settings to see if the records are properly set]]> 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041026 State a clear absence time frame astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041027 Please allow me 3-5 min for that, and I’ll be back with my findings]]> 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041027 Roadmap about suggestions astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041028 "While I do that, I’ll also look over your account to see if there are any other growth opportunities we can look into after the issue solution, sound good?"

"Once we discuss your issue, I’ll be happy to share with you a suggestion for your website growth"]]> 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041028 It can be an impactful question about a user's business / small talk / compliment astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041029
  • At this stage, more applicable on chats, but we also can familiarize after the issue investigation / after the issue solution: "While I'm checking a domain connection, could you please tell me how do you usually communicate with your clients?"
  • On calls, we can familiarize before / while checking the issue / or when we come back with our findings: "Thank you for waiting, I'm back! Before we move on to my findings, I'd like to mention that the paintings on your site look amazing! "Sunset flowers" is in my heart :)"
    • ]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041029     astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041030
  • Share your findings + create a small plan of your actions (E.g. So, I checked everything on my end and in order to connect your domain correctly, we need to update the A and Cname records in your domain host account. I'll guide you through the process)
  • Guide the user step-by-step + visualization
  • Check their progress to be sure they follow you
  • Customize steps, don't send article link
  • wrap-up the solution by praising the work done (e.g. Great job! I'm glad we managed to solve this together)
    • ]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041030     Change this astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041031 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041031 To this astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041033 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041033 Don't ask "Is there anything else...", rather let the user know you want to share the suggestion astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041034 ***We add a transition to suggestions after the solution wrap-up, to come back to the suggestion we mentioned, or when we didn't roadmap about them at the beginning of the chat***

    "As promised, I also want to show you a quick growth opportunity for your site"

    "I would also love to show you a quick useful feature for your site, this won't take long, sounds good?"
     
    "I'd also like to share with you the tip for your website development. Do you have a couple of minutes to discuss it with me?"]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041034     Choose the suggestion in the USP and present it to the user astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041035
  • Tell what feature you have and why the user needs it (connect it to a user's site/business)
  • Explain the value of the feature for the user, customize it (you can find it in the USP) 
    • ]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041035     astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041036
  • Encourage the user to work on the feature together during the call/chat (e.g. "What about setting up/adding/working on it together right now? It won’t take much time and will be my pleasure to guide you through!)
  • (Optional) Mention that the feature is free to use
  • Add links to the dashboard and screenshots to show how to access the tab and how the feature looks like
  • Guide the user through the process step-by-step
  • Check the result
    • ]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041036     astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041037 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041037 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041038 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041038 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041039 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041039 Thank a user for a nice call/chat + let the user know we're always here astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041040 Helen, I wish you good luck with your business! Thanks for being a Wix user! If you need anything in the future, we’re here to help. Have a great day!]]> 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041040 Elements we use throughout the call/chat: Soft Skills astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041041 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041041 Familiarization astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041042 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041042 Empathy astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041043 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041043 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041045
  • React to users' emotions and feelings
  • Pay attention to all user's messages and use your Active Listening and show empathy for users to feel heard;
  • Shift focus from negative to neutral, not to blame on the user or yourself;
  • Praise the user for the work done.

    • Instead of "sorry"
    Saved Replies
    ]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041045     astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041046
  • Communicate in polite way: apply expressions like “please note”, “kindly proceed to”, "Could you please share" etc.
  • Mention appreciation for the user’s waiting time and cooperation: "Thanks for the info", "Thank you for the screenshot", "Thank you for your time and patience"
  • Maintain positive attitude no matter what
  • Personalize your conversation: customize info in articles, don't send article links, send screenshots
    • ]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041046     Etiquette astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041047 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041047 Responsiveness astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041048 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041048 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041049
  • Address and react to everything the user says on the call/writes in the chat
  • Reply in a timely manner to maintain the user’s engagement
  • Specify the exact time when asking for absence (up to 5 min)
    • ]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041049     Activity (slides 2-9) astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041050 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041050 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041051 ---------------------------------------------------------------------------------------------]]> 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041051 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041052 Stay involved when the user is explaining the issue and makes pauses: "aha", "i got it", "thank you for the info", a"could you please also tell me?"]]> 2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041052 astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041053
  • "I totally understand that this causes inconveniences, let's see what I can do for you''
  • "Thank you for the information provided, it'll help to check the issue further''
  • "I see the Premium Plan renewal wasn't turned off, that's why it renewed. But no worries, I'll check the info on my end"
  • "You did a great job with changing the records!"
    • ]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041053     + Personalization astramentore https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041054
  • Guide the user step-by-step during the solution
  • Explain the info that isn't clear to them
  • Customize info from articles
  • Send screenshots for visual understanding (you can also send screenshots or written info (like DNS records) via email while being on the call)
    • ]]>     2023-06-20 10:06:21 UTC https://padlet.com/astramentore/pnhk9ahmo7az9i5z/wish/2628041054