Jose - session 1 by

Chat and Call elements we can improve

astramentore — 2024-04-02 15:53:11 UTC

Pay attention to the chatbot note when acknowledging a user's issue

astramentore — 2024-04-02 15:53:53 UTC

astramentore — 2024-04-02 15:54:17 UTC

astramentore — 2024-04-02 15:55:35 UTC

Show empathy as user says it's important for them to fix the issue as most people register using phones

astramentore — 2024-04-02 15:56:02 UTC

acknowledge the issue restating it back or asking additional info

astramentore — 2024-04-02 15:56:46 UTC

Set expectations about what you're going to do and how much time you need after acknowledging the issue

Responsiveness means a lot

astramentore — 2024-04-02 15:58:12 UTC

State clear time frame every time you need to check something, avoid leaving the user without reply for several mins without setting expectations

astramentore — 2024-04-02 15:58:51 UTC

astramentore — 2024-04-02 16:00:28 UTC

Set clear expectations about the chat transfer:

"Upon checking the issue I noticed it's related to Wix Events, so I'd like to transfer the chat online to our Events team for further assistance.

It may take a couple of minutes for the expert to join the chat, please stay active"

Ask a user's name from the very beginning

astramentore — 2024-04-02 16:02:56 UTC

"Hello! This is Jose from Wix Customer Care team, I'll be assisting you today. Before we begin, may I have your name please?

Nice to chat with you, Deepak. How are you doing today?"

First, it has to go as a S&F

astramentore — 2024-04-02 16:03:37 UTC

This doesn't sound professional

astramentore — 2024-04-02 16:05:54 UTC

Show understanding of a user's concern: "I totally understand that you'd like to have such a feature on your Wix account"
S&F: "Thank you for bringing this to our attention! Please be sure that I'll forward your feedback to the relevant department for their consideration"

Let's acknowledge every issue/question the user has during the call or chat to be sure we're on the same page + check what we suggest as a solution or workaround

astramentore — 2024-04-02 16:07:44 UTC

Same with responsiveness

astramentore — 2024-04-02 16:11:15 UTC

Address user's messages asap, take time to check if needed, you were the 1st one who abandoned the chat for 3min

This sounds robotic, so would be better to change the way you check a user's activity

astramentore — 2024-04-02 16:12:28 UTC

astramentore — 2024-04-03 08:52:59 UTC

3 min: "Tom, please let me know if we're connected"

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!"

Let's remember about linking an issue and article

astramentore — 2024-04-03 08:57:50 UTC

It's a good time to suggest, let's use it

astramentore — 2024-04-03 08:59:10 UTC

astramentore — 2024-04-03 09:01:42 UTC

astramentore — 2024-04-03 09:01:57 UTC

astramentore — 2024-04-03 09:03:27 UTC

User already mentioned their name so we need to confirm their email only :)

Also, it's better to say something like "This is Jose calling you back from Wix" rather than ask if they requested it (we know they did)

astramentore — 2024-04-03 09:06:17 UTC

It's important to be sure our user understands what the feature is and how to benefit from it

astramentore — 2024-04-03 09:06:35 UTC

astramentore — 2024-04-03 09:07:14 UTC

astramentore — 2024-04-03 09:08:23 UTC

Set clear expectations about suggestions: "While we're on the call, I'd like to share one free to use feature with you. What do you think?"

astramentore — 2024-04-03 09:11:35 UTC

Present the feature: name it the way it's named in the USP + explain its benefit using the info in the USP or in related article:

"I see that your FB page is linked to your website, so it can be a good idea to link your FB page to Wix inbox to manage Facebook messages in the same place as your other customer communications. This way, all messages sent to your Facebook page appear in your Wix Inbox and you have the option to respond via Facebook or other channels, such as email or chat"

astramentore — 2024-04-03 09:12:59 UTC

Encourage to implement: "I can quickly show you how to do it as it takes just a couple of mins"