Starter, Standard & Premium WordPress Publish Call Guide
Greeting
Hi, this is [your name] from GoDaddy Website Design Services. Is [customer name] available? [PAUSE for response] How are you today?
I’m calling to get your website published! It should take us 30 minutes. [PAUSE for response]
And you’re near a computer, right? You’ll need it in a few minutes.
Taking Over a Project Intro
Hi, this is [your name] from GoDaddy Website Design Services. Is [customer name] available? [PAUSE for response] How are you today? Before we get started I wanted to let you know I'm a colleague of [PREVIOUS WS] & I'll be your new point person on your website design project. I've familiarized myself with your project, so I'm up to speed and ready to help you get to the next step.
- If a customer is asking WHY. Here is what you are allowed to say.
- The WS is unavailable at this time (OOTO & can reschedule the customer with the original WS if the customer wants to wait for them)
- OR WS is no longer with the dept or company
By the way, before we get into things, I want to let you know that this call will be recorded and retained for quality and training purposes.
Ok, in order for me to open up your account, I’ll just need your PIN. [PAUSE for response]
[If the customer has filled out the midway survey make sure to address that here. If they LOVE the site call that out, if they don't reassure them that is what this call is for, to adjust any items they would like to change]
[If the customer has NOT filled out the midway survey continue with the following] Have you had a chance to look at the site? What are your thoughts about the look & feel of it? [PAUSE for response]
Awesome! So, the first thing we’re going to do today is publish your website live to your domain name! [PAUSE for excitement/response]
[If customer purchased a logo]
Before we make your website live, I want to confirm that you’ll also receive a separate email containing all of your finalized logo files, so be on the lookout for that, too. My team should have it to you by [ONE BUSINESS DAY FROM TODAY]. It’ll have some information on the types of files included as well, but we’ll send you everything you need to use your logo wherever you want.
Here’s what I suggest we do today because I’m excited for you to start using and sharing your website with the world! We can still publish your website to a live domain now, I can submit a ticket for the changes and our team of specialists will follow up with you if anything else is needed after that. How does that sound?
[PAUSE for response]
[If Yes: Go ahead and make the customer’s website live]
Congratulations, your website is now live! [PAUSE for response]
Now, for your final changes, are you ready to review them now? [PAUSE for response]
[If Yes: Review changes with customer, and use the Revisions vs. Go Live Team chart to determine which ticket process should be used]
[If No: Customer’s website went live but they’re not ready to review the final changes]
No problem! You can give our team a call when you’re ready to make those changes. They’ll know exactly how to help you. Sounds good? [PAUSE for response]
Here’s what I suggest. We’ll go ahead and keep your website on the temporary URL, I can submit a ticket for the changes and our team of specialists will follow up with you if anything else is needed after that. How does that sound? [PAUSE for response]
[Review changes with customer, and use the Revisions vs. Go Live Team chart to determine which ticket process should be used]
[If customer wants to update site before making it live, let them know they’ll need to call us to make the website live on the domain once their update is complete:]
And since your website’s not live yet, that’ll be our next step as soon as we finish updating it for you. All you’ll need to do is give our team a call, and they’ll help you publish it to live your domain. Our GoDaddy Support team is also available to you 24/7 if you want to publish over the weekend or in the evening. They’ll know exactly how to help you, too.
Publish Site
So, first things first, let’s publish! (reference: https://confluence.godaddy.com/display/PWD/Publishing+a+website)
[If site doesn’t need 72 hours of prop time]
Ok, it’s live! Now there are some steps that you need to take to make sure your site is secure.
[If site will need up to 72 hours prop time]
Since we need to publish your new site to an existing domain, it may take up to 72 hours for it to be live, but that’ll happen automatically.
And don’t worry, I’m going to send you an email with all of these links and instructions but let’s walk through some things now.
[If customer has an existing live site:]
Do you have an SSL certificate that you’re paying for on your current site?
[If customer needs explanation]
You know when you visit a site and you get a warning that it’s not secure? That’s because that site’s SSL certificate is expired. This makes sure visitors to your site won’t see that.
[If customer does have an active SSL Certificate:]
We do offer a free automatic SSL activation, so if you want to take advantage of that, all you’ll need to do is cancel the auto-renewal of your current SSL and the free one will take effect.
[If customer doesn’t have an existing SSL Certificate:]
With your website plan, the SSL Certificate is automatically activated so that your site is secure. So you don’t need to take any action for that to happen.
[If customer needs explanation (same as above):]
You know when you visit a site and you get a warning that it’s not secure? That’s because that site’s SSL certificate is expired. This makes sure visitors to your site won’t see that.
In our recap email today, I'll send you a step-by-step article that will show you how to request Marketing Services updates to your website.
[If customer does not want to screen share, that's okay. Reiterate the importance of the customer knowing how to submit a ticket themselves as well for when we are not here, and they don't have to wait to submit a ticket.]
[If NO] It's okay if you don't have time to walk through it today. In our recap email today, I'll send you a step-by-step article that will show you how to request Marketing Services updates to your website. Sound good? [PAUSE for response]
Any other questions for me before we wrap up? [PAUSE for response]
Thank you so much for your time today, [customer name]. If you need anything from me, please do not hesitate to reach out.
[Friendly goodbye]
[If customer doesn’t have Marketing Services]
Now that your website is published, I wanted to remind you of our subscription plan where we’re available to make any updates you may need. Are you still on board to take over updating your website yourself?
[If customer doesn’t want to hear about Marketing Services:]
Ok, great I’ll send you our training resources in a follow-up email, and if you ever want to purchase Marketing Services, just give us a call!
Wrap Up
Test checking the website’s contact form is working properly
Before we wrap up today's publishing call, I want us to test your website's contact form to make sure you’re receiving emails. Sound good?
[PAUSE for response] Great! It should only take a few minutes.
[Use this link to follow the steps of testing a contact form with a customer]
Click Here
I just submitted a test. Can you please open your email to see if you received my test email? [PAUSE while customer checks email]
Thank you for testing that!
[If after the test, the customer says the contact form is broken. Troubleshoot form via Contact Form Not Receiving Notifications]
Thank you for testing that! I’m sorry it’s not working as intended. I’ll escalate a request to have this reviewed for you.
[Proceed to Wrap-Up section to close out call.]
[For customers that we are not moving to GoLive or MS right now on this call please say the following]
It's been a pleasure working with you, [customer name] - your site looks, great! I am going to transfer you to our Offboarding Team to talk briefly about your experience with us & to also walk you through how to set up your Marketing Services (If applicable OR training hub if no MS) for the future when you need assistance. As a reminder my email will include what we talked about today, a checklist of next steps and other resources. In 3 days you’ll also be sent a link to a short survey about your experience during the design. It would be great to hear your feedback. Alright, give me a few moments & I am going to get you transferred to our Offboarding Team.
[Transfer customer to Offboarding Team when customer is happy & website is completed. Process here]