Boosting Empathy Tanya by

The main pillars and goals of a successful chat. What will happen if one of the elements is removed?

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Issue resolution

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Empathy

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User's success (suggestions)

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Is the absence of solution the end of the world? Let's check what users think!

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So what is empathy?

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Empathy is the ability to recognize, understand, and share the thoughts and feelings of another person. As CC experts, we should understand that a pinch of empathy can fix almost every chat.
Being empathetic and applying active listening can lead every chat toward success.

Let's compare the chats without and with empathy.

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Activity

Emotional Empathy

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Compassionate Empathy

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Proactive Empathy

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Positive Empathy

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Cognitive Empathy

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What is it

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Being able to feel what the user is feeling. We apply this kind of empathy on chats when we feel distress in response to users’ pain and try to build an emotional connection with them.

What is it

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Being able to appreciate what the user shares with you on chat, reassure when needed, and celebrate the user’s progress.

What is it

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This type of empathy goes beyond simply understanding others and sharing their feelings. Instead, we comfort a person in distress and take action to help them however we can. We describe what we are doing to resolve their concern in detail, thus showing them how much we are dedicated.

What is it

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Being able to put yourself into someone else’s place, and see their perspective. It is ‘empathy by thought’, rather than by feeling. We apply this kind of empathy on chats when we imagine what the user is going through, share their experiences and vocalize it.

What is it

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Being able to support and praise the user even though they didn’t express their feelings.

Common Wix User Communication Styles

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On-the-Go

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Wants you to be clear and brief in your reply, quickly resolve the issue and let them get back to work.

Inspired

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Wants to see enthusiasm and passion from you. They want to feel motivated and inspired by the knowledge you're sharing with them.

Team Player

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Those who need your pro opinion before making a certain decision. They want to see that you're considering all teams involved in their site.

Methodical

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Those who want to see your efforts spelled out, your attention to details, and the steps behind your resolution.

Link to the doc

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Let's see how versatile and powerful empathy can be

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Rephrase the following messages to make them truly empathetic and personalized

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Sorry for the inconveniences.

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The sadness you must feel isn’t easy to put into words.

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This is unacceptable, we’re really sorry that you’ve experienced that bug.

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I wish I could do something to help you.

Additional materials

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Empathy phrases (1)

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Empathy flowchart

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Empathy saved replies

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Bank of Chats

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I don't know if it's possible.

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your reply

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your reply

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your reply

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your reply

Empathy flowchart

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Empathy or sympathy?

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Empathy

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Sympathy

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Again, I apologize for any inconveniences Editor has caused you!

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I fully realize how you may feel about your live site not being visible to your site visitors, I'll do my best to help you out!

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I'm so sorry that we've caused some challenges on the way to the site launch, I wish I could help you here!

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Domain connection may be a hard nut to crack but we'll do everything we can to make your site up and running

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I can see why you feel that way, Tom. I do thank you for clearly expressing your concerns, and be sure that it was the right decision to open a chat with us

Advanced Empathy Explained

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Read these chat messages carefully. What sequence you'd put them in to build a perfect reply?

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2.

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1.

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3.

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4.

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your reply

astramentore — 2023-11-21 08:53:05 UTC

It must be extremely frustrating for you, you sound angry for sure… I understand that you'd like to know the origin of this charge