WooCommerce Review 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 for us to review your website together. It should take us 45 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]
Use the navigation guidance in the review call checklist on the left to get started.
Like our email mentioned, it looks like our website designers made a few choices that may be different from what we discussed, so I think it's best if our first step is to walk through those now, okay?
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]
On our Initial consultation you stated you did want GoDaddy Payments. It looks like we have the application already approved so we just need to connect the processor in your dashboard.
If this is the case, proceed to the Steps to Setup Merchant/Shipping/Taxes
On our Initial consultation you stated you did want GoDaddy Payments. I don’t see that your application has gone through, did you need help filling that out? Can I answer any questions for you?
See Cheat Sheet to help answer any questions. Help guide customer through application.
On our Initial consultation you stated you didn’t want to use GoDaddy Payments but intend to us (Insert Merchant Here). Do you have that information handy so I can help you set that up?
If this is the case, proceed to the Steps to Setup Merchant/Shipping/Taxes
[If anything other than GD Payments continue here]
On our Initial consultation you had said you were undecided on which merchant to use and wanted to know if you’ve given that any thought?
Have you thought anymore about using GD Payments as an option to have all your items here with us?
[If customer wants to use other merchant, continue with set up] OR
[If customer is interested talk about getting the application completed if they haven’t already done so]
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.
Customer sent minor revisions via email
[If customer only purchased a website]
So, I saw that you had a chance to review your website and send in your revisions.
That’s great — it’ll save us some time today. So let’s go through those now.
[If customer purchased a website and logo]
So, I saw that you had a chance to review your website and logo and send in your revisions.
That’s great — it’ll save us some time today. So let’s go through those now.
Continue to “Wrap up for non-publishing customers” [ 1 ]
For WooCommerce Customers Only:
[If a customer would like to use a video or asks about using a video on the homepage]
A video on a homepage can negatively affect its performance, so we strongly advise against it, especially for when people are on their phones trying to load your website -- a video loading makes it harder to load the homepage, and speed is crucial for mobile.
That said, we can add a video to interior pages! I recommend placing [name of video] on [name of webpage] -- what do you think? [PAUSE for response]
(See Performance Fact Sheet - for reference if needed)
[Walk through website to confirm video placement on Zoom]
Great, let’s confirm you want [name of video] to go on [name of webpage], is that correct? [PAUSE for response]
[If yes to adding video to interior page: Ask the customer to send in link to video, so it can be added, or they can upload to Photo Library. Ask any specific design questions: Does it need additional copy? Is the video coming from a video streaming platform like YouTube or Vimeo, etc.?]
Now, for the hero image, on the homepage, do you have an image in mind or would you like for our builder to choose something for you? [PAUSE for response]
[If no to interior page option for video: customer still wants to use video on homepage]
Alright, we’ll add the video to the homepage on the desktop (computer) view of your website, and for the mobile (phone) version, your visitors will see the image in the Hero section. This way, your mobile visitors can quickly load your website on their phone. Will this work for you? [PAUSE for response]
Must do step: if customer chooses to use video for desktop and still image on mobile -- include this request in builder note.
[If yes to use video for desktop and still image for mobile]
Great, I’ll make a note to our builder, so they know you’d like your video to be used for the desktop design, and we’ll use an image for your mobile design.
Speaking of, do you have an image you would like to use for the hero image for mobile or would you like for us to choose something for you? [PAUSE for response]
[If no: customer is adamant about using video on mobile and desktop version]
I understand that your video is important to your homepage. We definitely want to incorporate your video the way you want it.
I’ll make a note to our builder that you’ll want to include [name of video] on the homepage, and that we discussed how adding video to your homepage will impact your website’s performance, and you understand that it will take your website longer to load on mobile. Sound good? [PAUSE for response]
Must do step: if customer chooses not to take our recommendation about video placement on homepage of website. Please include this mention in builder note.
[Add note to builder that customer is requesting video on homepage, even after knowing this can impact their website performance]
Continue to “Wrap up for non-publishing customers” [ 1 ]
For WooCommerce Customers Only: Additional Website Functionality
[If a customer needs help with website functionality or wants to talk through what they’re looking for their website to do]
I’m here to help you figure out what you need. What’s something you want your visitors’ to be able to do on your website? [PAUSE for response]
[You’ll have a better idea of what their website might be missing or could help them meet their online business goals based on the information they gave us in the initial consult or profile]
I’d recommend adding [a calendar so your visitors can book appointments or see events, etc.]
How does that sound? [PAUSE for response]
[If yes to website functionality recommendations]
Ok, great! I’ll make a note to our builder team that you’re looking to add these functionalities [list of web functions back to customer] to your website. They’ll choose the best options that are the most compatible for your website design and performance.
Must do step: capture customer’s website functionality requests in the plugin worksheet. The builder team will choose the plugins that are the most compatible for the customer’s website design project.
[If a customer has a particular website functionality in mind, “I want a calendar that shows events,” “I need a way to book appointments,” I want a chatbot, etc.” We want to capture those functionality requests in this initial consult call.]
I’ve got what you’re looking for functionality-wise, and your website builder will recommend the best plugin options to fit that need, while aiming for it to be compatible to your overall website’s design, and performance.
We go over this together in our review call. Sound good? [PAUSE for response]
Must do step: capture customer’s website functionality requests in plugin worksheet. The builder team will choose the plugins that are the most compatible for the customer’s website design project.
[If a customer changes their mind about a website functionality]
We can get this [name of functionality] swapped out for you. What would you like your visitors to be able to do, instead? [PAUSE for response]
Must do step: capture customer’s website functionality requests in plugin worksheet. The builder team will choose the plugins that are the most compatible for the customer’s website design project.
I’ll make a note to your website builder to recommend the best plugin option to fit that need, while aiming for it to be compatible to your overall website’s design, and performance.
In the next website preview link, you’ll see these functionalities added, along with the other changes to your website, and you can let know by email or on our next review call, if you like it or not. Sound good? [PAUSE for response]
[If a customer needs more functionality than what is included within our WDS core plugins we can recommend additional plugins, if they're available. Refer to WDS Feature Gallery for more guidance, if needed.]
It’s sounds like you’re specifically looking to include [list the functionalities the customer is looking for to confirm it]. Is that correct? [PAUSE for response]
I'll let your website builder know what you’re looking to add to your site, and they’ll recommend the best options, if they’re available. Sound good? [PAUSE for response]
Must do step: capture customer’s website functionality requests in the plugin worksheet. The builder team will recommend plugins that are the most compatible for the customer’s website design project.
Keep in mind that a few of these additional functionalities can decrease your website’s performance, but they may be the only options, so your website functions the way you want it.
We only recommend using these options, if it’s critical to your website’s functionality. Does that make sense? [PAUSE for response]
Ok, in the next website preview link, you’ll see these functionalities added, along with the other changes to your website, and you can let know by email or on our next review call, if you like it or not. Sound good? [PAUSE for response]
[If customer knows what plugins they want, verify how the plugins rate on WDS Feature Gallery - Plugin Demo page.]
Important note: If plugin scores 3,4 or 5 on rating system, it’s okay, but if a customer says one that is ranked low, we must tell them why this may not be the best option, and we can make note of this customer’s request, so the builders know how to best fulfill this desired need.
[If customer wants a plugin(s) that’s low performance on the ranking system]
Ok, I know you want to use [name of plugin(s)], but I strongly do not recommend using this/these plugin/plugins on your website because they’ll make your website slow and lower your website’s overall performance, on desktop, and especially, on mobile.
[name of plugin/plugins] scores low in performance, but I understand it’s important for your website to function the way you want it. Are you sure you still want use this/these plugin/plugins, or would you like for your website builder to recommend a better option(s)? [PAUSE for response]
[If yes, the customer wants help selecting the right plugin]
Ok, I’ll make a note to your website builder to recommend the best plugin option to fit that need/these needs, while aiming for it to be compatible to your overall website’s design, and performance.
You’ll see those updates on the next website preview link, and you can let me know if you like it or not. How does that sound? [PAUSE for response]
[If no: customer is persistent about using a plugin(s) that is ranked low on the rating system]
Alright, I’ll make a note to the builder that you want this/these [name of plugin(s)], is/are important for your website to function the way you want it, and that you understand how these plugins will lower your website’s overall performance, on both mobile and desktop. Is that correct? [PAUSE for response]
Must do: If customer chooses a low-ranking plugin(s) or gives a name of a plugin/plugins they want, include it in plugin worksheet. Good to include this is exactly what the customer’s wants, regardless of how this impacts their website.
Customer Sent Revisions + Expressed Overall Dissatisfaction via email
I’m sorry to hear we weren’t on the same page there, but we can look at this as a draft and work on fine tuning it now. I think I mentioned on our last call that our goal is to get a website built that gets you out there and gets you business, and we’ve found that that happens a lot faster if we go ahead and design something that we can review and edit together. So, this doesn’t have to be the final product.
[If Marketing Services customer]
That’s also why you have Marketing Services so we can make updates for you any time.
[If customer has specific edits, either in the email or that they’ve expressed verbally]
What we can do now, if you’re ok with this, is walk through page by page I’ll note those edits.
[If YES]
Ok, great, so we’re going to screenshare again so that you can see my screen while we walk through these edits.
[If customer purchased a website and logo]
First, let’s look at your logo Options. We sent you three samples - which do you like best? [Gather feedback on ONE option only]
[PAUSE for response/discussion]
[If they aren’t happy with the logo]
Ok, is this not the color/image/overall feel you were going for? [PAUSE for response/discussion]
Is there a color/image/font/overall feel you think would better represent you? [PAUSE for response/discussion]
Should we take a look at some examples to get a better idea of the new direction? [PAUSE for response/discussion]
Continue to “Wrap up for non-publishing customers” [ 1 ]
[If customer has overall edits]
Would you like to talk more about any overall feedback you have for the site or specific changes you want to make?
Customer Hasn’t Sent Revisions In Advance
Have you had a chance to take a look at your website yet? [PAUSE for response]
[If customer has looked at the email, but has no changes]
No changes? So, are you ready to go through some steps to publish it? [PAUSE for response]
That’s great! We can do that right now!
[If customer hasn’t had a chance to look at the site yet OR they have but haven’t sent in edits]
No worries, we can walk through it now and see if we need to make any edits.
Wrap up for non-publishing customers [ 1 ]
Ok, unless you have anything else you want to talk about, we can go ahead and get into next steps and wrap up for today! [PAUSE for response]
[If customer has extensive revisions and/or is unhappy with site, set expectations that we’ll do another round of revisions and then publish:]
Ok, so it sounds like we may need more than one round of edits to your site. Let’s go ahead and schedule your next call to review your website again, after our team’s revised it for you. As long as you are happy with the site at that time then 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.
[PAUSE for response]
[If customer doesn’t have additional materials to send]
Great, I’m going to send your changes to our design team, and it’ll take them 3 business days to update everything.
Let’s schedule our publish call. So, we’ll give our design team time to update your site, give you a day to review it, and that means we’re looking at [today + 4 days]. Let’s see what options we have here.
[PAUSE for response]
Great, and we’ll email your website to you to review before that call and you’ll need to log in to your Website Design Hu. If you’re ready to make it live, reply to that email, and we can publish your site and send you an email with the next steps.
[PAUSE for response]
[If customer has additional materials to send in for revisions]
Great, so I’m going to give you a few days to send in those [materials], and after that I’ll send all these changes to our design team. It’ll take them 3 business days to update everything.
If you’re not able to send me your [materials] by [today + 2 days], we’ll go ahead and make the changes we can, and revisit on our next call. Sound good?
[PAUSE for response]
So, we’ll give you time to upload your [materials] into your Website Design Hub and give our design team time to update your site. Then I want to make sure you have a day to review it, and that means we’re looking at [today + 8 days] We’ll email you when your site is ready. Your updated site will be posted inside your Website Design Hub.
Let’s schedule our publish call. So, we’ll give our design team time to update your site, give you a day to review it, and that means we’re looking at [today + 4 days]. Let’s see what options we have here.
[PAUSE for response]
[If customer has questions on how to upload assets, please send them help article in the recap]
I’ll include a link in our recap on how to upload your assets inside your Website Design Hub.
Resource: https://www.godaddy.com/help/upload-images-to-my-website-design-hub-41697
Great, so I’m going to send your changes to our design team, and it’ll take them 3 business days to update everything. At that point, we’ll send your site back to you, and give you a day to review before we have another call. Sound good?
So, we’ll give our design team time to update your site, give you a day to review it, and that means we’re looking at [today + 4 days] for our next call. Does that work for you?
[PAUSE for response]
[If customer has minor edits, and is generally happy with their site, set expectations that we’ll publish next:]
Ok, so the next time we talk, we’ll work on publishing your website! After we publish, if you have any small edits to make, you won't need to make another appointment with me. Instead, 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. I'll walk you through how that works on our next call if you need it, but hopefully your site will be good to go! Does that sound ok? [PAUSE for response]
You’ll also receive a separate email containing all of your logo files, so be on the lookout for that, too. 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.
Great, let’s set your appointment to make your website live, and we’ll go from there.
Customer Has No Edits: Publish Site [ 2 ]
[If customer is ready to publish once the latest changes are complete]
Would you like to publish your website once all the latest changes are complete instead of waiting for the Publish call? [PAUSE for response]
[If YES]
Awesome! Once revisions are complete, I will go ahead and publish your website for you. You’ll then get an email letting you know the site has been published and you’ll have information on how to make changes to your website in the future.
(Proceed to wrap up section)
[If NO]
Ok, no problem! We’ll keep our publish call as scheduled. If you should change your mind between now and our next call, just send me over a message and we can get you published before that time. Sound good? [PAUSE for response]
(Proceed to wrap up section)
My Setup to Go Live - Action Needed
[If site is able to be made live immediately]
Ok, it’s live! Now there are some steps that you need to take to make sure your site is secure and that your store is functioning.
[If site needs 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, sipping, 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.]
[Only for Standard and Premium builds:]
[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
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.]
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]