Carrie - week 3 by

WWW ON CHATS

astramentore — 2024-11-13 13:10:44 UTC

EBI ELEMENTS

astramentore — 2024-11-13 13:11:11 UTC

Good issue acknowledgment, all details are clarified, empathy added

astramentore — 2024-11-13 13:11:41 UTC

Proper roadmap and absence time frame set

astramentore — 2024-11-13 13:13:15 UTC

Issue findings shared so user understands what happenned and why

astramentore — 2024-11-13 13:13:57 UTC

General tone of the conversation is always positive and polite

astramentore — 2024-11-13 13:14:26 UTC

astramentore — 2024-11-13 13:14:49 UTC

You work at the Payments by Wix bundle that handles different products, and WP is one of them, users get in touch with Customer Care department

astramentore — 2024-11-13 13:16:01 UTC

Explain the details the way every user understands + in a more official way

astramentore — 2024-11-13 13:16:57 UTC

If it happens that you take the case offline or escalate it, please avoid stating an ETA

astramentore — 2024-11-13 13:17:42 UTC

astramentore — 2024-11-13 13:18:49 UTC

"Kindly note that, I cannot provide you with the exact timeframe as it depends on the case. Still, I will transfer all the information carefully right away and will make sure to inform the team about the case urgency"

Change sympathy to empathy

astramentore — 2024-11-13 13:20:45 UTC

astramentore — 2024-11-13 13:21:10 UTC

"I totally understand that it's important to receive your payout asap and will do my best to review the issue on our end"

This is an overwhelming and long message + no "goodbye" from the user

astramentore — 2024-11-13 13:22:05 UTC

astramentore — 2024-11-13 13:23:28 UTC

1st message: "It was an absolute pleasure to cooperate with you today, Maria. I'm glad I was able to answer your questions"

astramentore — 2024-11-13 13:23:42 UTC

2nd message: "Please don't hesitate to contact us in the future with any questions or concerns!"

we don't make users to leave a feedback "please find time

astramentore — 2024-11-13 13:24:07 UTC

3rd message: "There will also be the survey once the chat ends, and I'd really appreciate it if you could fill it out and tell how we did today. Stay safe and have a lovely day!"