Tips for your interactions

Tips for your interactions

1. Pay attention to the opening. Try to open the call with enthusiasm and transmit that to the user. Remember that the first seconds impact the call.

2. Remember to verify the Wix login email to avoid markdowns on opening and make sure we are in the correct account.

3. If the user's request is showing in the chatbot, always acknowledge it. Tell the user: I will be more than happy to help you with your Editor, refund, Booking request and avoid mentioning the word issue.

4. Identify if the user is upset, neutral, happy, frustrated, worried.

5. Let the user talk to properly explain the request.

Tips for your interactions

6. Show empathy to the user, but remember to avoid being over-apologetic.

7. The first idea you have about the request might not be correct or might not be the only one. Always investigate to find an accurate answer for the user.

8. Even if the inquiry is very clear from the beginning. Always ask questions to be really sure about the final answer.

9. When something is out of scope, don't try to guide the user to set up anything on the Dashboard. If it's a bug, you can definitely ask the user to follow TS steps, and gather the information to escalate if the necessary.

10. The interactions are built piece by piece. Pay attention to everything during the call (from the opening to the closing).