Checking CSAT results

​Checking CSAT results (Oct 1-Oct 18)

Wix > Process > Internal Process (72.2%)

​​AA, Risk Premium and Policy - Topics affecting CSAT.

​What can we do?

• Follow our internal procedures to avoid any flag from Wix

• Always personalize your replies (remember to follow the saved replies).

• Let the user know that you are ensuring the account security.

• Make sure the users understand we are avoiding any possible fraudulent charges.

• ​On Policy cases, we can add a short empathetic statement.

Checking ​CSAT results (Oct 1-Oct 18)

Wix > ​Process > Escalations (16.7%)

Risk Premium - Topic affecting CSAT

​What can we do?

• Take the time to explain why we need to follow an offline process

• Do not rush the interaction, and investigate, even though you already know that the account is under Fraud/Blacklisted status.

• If the user is impatient and wants to know the root of the issue, calm him down and make empathetic statements during the chat.

• Send the relevant saved reply and make the user feel the issue will get solved in no time and that we need their help during the process.

Checking ​CSAT results (Oct 1-Oct 18)

Wix > Process > Internal Policy (11.1%)

Advanced Billing and AA - Topic affecting CSAT

​What can we do?​

• ​Always check the internal refund policy and AA CSI.

• Do our best to issue the best refund for the user.

• Always evaluate the user's situation, and go beyond the refund policy (only in extreme cases).​

• During the call or when sending a follow-up email, please change the user's perspective with positive positioning.​

• For AA cases, take the time to explain our policies without discloing ​internal information. Always exhaust your options for AA ongoing issues.

​Checking CSAT results (Oct 1-Oct 18)

Customer Service > Communication > Connecting with the caller (50%)

Advanced Billing - Topic affecting CSAT

​What can we do?

• Try to show empathy to the user.

• Let them know that you will do your best to help him find the best refund option.

• Do not blame the user for not turning off the auto-renewal.

• Risk Case - Tell the users we care about their financial security, and the system was protecting them from any unwanted charges.

​Checking CSAT results (Oct 1-Oct 18)

Customer Service > Active reading/listening > Understanding/addressing all the issues (50%)

​Advanced Billing and AA - Topics affecting CSAT

​What can we do?

• ​Read/listen to understand the user's request.

• Acknowledge the user's request.

• For calls/chats, if you don't have a clear idea, paraphrase the user's issue and ask for any clarification.

• Do not just follow saved replies. Try to personalize them.​