Websites + Marketing Store & WooCommerce 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! [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, can we review those together 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? [Review changes with customer, and use the Revisions vs. Go Live Team chart to determine which ticket process should be used] [PAUSE for response]
[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.
Store Account Input & Set Up
Customer wants to input merchant account information
[If customer has all store account information ready]
Do you have all of your merchant account information ready? [PAUSE for response]
[If yes, start with Merchant ID (payment information) and follow through each screen/step to input shipping and taxes for the customer.]
[If a customer only has some of this information ready, fill in what you can and let them know we’ll collect the rest on the next call.]
[If you start inputting information and it doesn’t work; try at least one more attempt before moving forward]
It looks like we’ve hit a snag with [name of area in question], and that’s okay!
You can double-check that information after this call and then, we can use our next call to input that info together. Does that work for you? [PAUSE for response]
[If a customer has a specific question(s) about their merchant account information (payment, taxes, direct bank transfer or shipping) at anytime during this call, you aren’t allowed to advise them nor provide recommendations.]
I.e. “Can you look up the sales tax for my state?” Do you think I should increase my shipping rate?” “What’s the average flat rate other customers charge for X product?” “Can you help contact my bank for direct transfer information?”
Due to legal reasons, I’m unable to advise or answer that specific [name of area in question] for you, but you’re welcome to take more time to research this on your own.
For now, let’s hold on [name of area in question], until you get an answer. Then we’ll use our next call to fill in this information together, how does that sound? [PAUSE for response]
[If no, customer opts to add add merchant information on their own]
That’s fine. I’ll send you step-by-step instructions after this call, so can do this on your own.
If you need help filling in something, we can use our next call to do that together. Does that work? [PAUSE for response]
STEPS TO SETUP MERCHANT/SHIPPING/TAXES
- Step by Step for Payments:
- Step by step for Shipping:
- Setting Up WooCommerce Shipping Step by Step
- Setting Up W+M Shipping Step by Step
- Please note: If the customer plans to use automatically calculated shipping rates (like USPS or FedEx) then any products that are shipped will need to have their dimensions and weight added to the product details. If products do no already have weights or dimensions they can be added with a ticket if provided by the customer.
- Step by Step for taxes:
NOTE FOR WS - When site is being Published. Make sure the customer is ready to sell products if we set up their Store Accounts. Are your products ready to be purchased? We can't have any placeholder info for the products.
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.
Since you have a store, you’ll need to set up shipping and payment options for your customers. If you have your credentials for your merchant service, I can help you set up your payments, shipping, and taxes?
[For Websites + Marketing Online Store builds:]
We also talked about sending out that grand opening email to 25 of your contacts, so we’ll go ahead and do that now that you’re live. [If customer never sent in contacts, instruct them to do so now.]
[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!
W+M setup Links
Woo setup Links
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]
Thank you for testing that! I’m sorry you’re getting an error message. We’ve got a dedicated team that can fix this issue for you now.
Are you available to speak with them today? [PAUSE for response]
[If YES]
Great! I’ll connect you now. Any other questions before we wrap up? [PAUSE for response]
[Proceed to Wrap-Up section to close out call.]
[If NO – Customer doesn’t have enough time to talk to the WSI team right now or doesn’t want to be transferred. Emphasize the importance of how their contact form helps their customers communicate with them.]
That’s okay! You can call us back when you’re ready to take care of this issue.
Any other questions before we wrap up? [PAUSE for response]
[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]