Std & Prem WordPress Review Call Guide

    Greeting Jump to Section

  • Introduce yourself and the department
  • Set expectations for the time of the call
  • MUST READ: State call recording disclaimer
  • MUST READ: Validate account
  • Set expectation for call flow
  • Review QA Notes with customer

    • Reviewing Changes Jump to Section

  • Determine if customer has had a chance to review site:

    • Minor Revisions Jump to Section

  • If they have, screenshare to review site and notate changes
  • If not, offer to still review on the call via screenshare
  • If customer has no changes, publish site and continue to Publish Site section

    • Dissatisfaction Jump to Section

  • Customer is Upset/ Concerned, or Disappointed 

    • No Revisions Yet Jump to Section

  • Screenshare, review and notate changes with the customer
  • Continue to Wrap Up

    • Wrap up (non-publishing) Jump to Section

    Customer hasn’t published:
  • Determine if customer has any additional changes or assets to send in
  • Set expectations for next steps, including follow-up email
  • If the customer has extensive revisions or is unhappy with their site, schedule another review call
  • If the customer has minor edits, set the expectation that we will be publishing on the next call
  • Mention post publish support/GLT
  • Schedule next review call
  • Professional salutation to end the call

    • Publish Site Jump to Section

    Customer has published OR is ready to publish:
  • Determine if PPS should be utilized
  • Set expectations for 72-hour prop time, if relevant.
  • Mention SSL certificate

    • Wrap Up (publishing) Jump to Section

  • Test Contact form

    • Close out callJump to Section

  • Set expectation that the customer will have access to the tutorial hub post build
  • Remind customer of pNPS survey
  • Professional salutation to end the call

Standard & Premium WordPress Review Call Guide

Note: This script should only be used if a customer schedules a call with us.

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

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 on the right and the review call checklist on the left to get started.

  • It’s important that we get an understanding of the customer's reaction to their website before the call, as best we can, and address that immediately. If they are dissatisfied with their website, it’ll be important to frame the path forward positively, letting them know that our goal with the initial build is to show them an early version so they can get an idea of what the final product could be, and that now we have something to work off of and the time to make it better.

Minor Revisions

If they have revisions, screenshare to review site and notable changes

[If customer only purchased a website]

Ok, so it sounds like we may need more than one round of edits to your site.

Let’s go over your website draft together. I can help capture any feedback or changes you’d like to make. Sound good?

[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.

Go through steps to connect to Zoom. Verify any revision requests and get answers to anything that wasn’t clear in their email.

[If a follow up logo call is needed, please schedule it before closing the call.]

Dissatisfaction

Customer is Upset/ Concerned, or Disappointed 

[If customer is upset or has concerns about their website draft]

I’m sorry to hear we weren’t on the same page about your website design, but we can take a look at this draft now and work on fine tuning it. My goal today is to make this right for you and get these changes in as soon as possible.

[PAUSE for response]

Proceed to capture customer changes over Zoom. Once you’re complete, proceed to wrap up.
  • There is a possibility that from here, a customer will have overall feedback applicable to the whole site (such as a shift in tone, or totally new photos). Try to make that distinction and offer them the appropriate feedback option.
  • It’s important here to get to the root of the problem instead of just glossing over individual edits. If a customer indicates that something is off or not right, coach them to give you examples and from there, determine if that edit could be applied to other areas of the website.

No Revision Yet

If customer never saw website nor made any revisions but still scheduled a call

Have you had a chance to take a look at your website yet? [PAUSE for response]

[If customer has looked at Website Design Hub, 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!

Skip to Publishing

[If customer hasn’t had a chance to look at the site yet but has edits]

No worries, we can walk through it now and see if we need to make any edits.

Go through steps to connect to Zoom. Review pages.

[If customer purchased a website and logo, has no changes and is ready to publish]

Great! We can take care of that now.

Skip to Publishing

[If customer purchased a website and logo, has changes, but didn’t send them in]

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]

[If a follow up logo call is needed, please schedule it before you close the call.]

Okay, let’s go over what changes you’d like to make for your site.

Continue to “Wrap up (non-publishing)” section

Wrap up (non-publishing)

[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

Annotations tool tour (Atarim)

[If there’s time and the customer requested more changes, show customer how to use Atarim so they can feel comfortable using this tool on their own should there be another round of changes]

Let’s do a quick walkthrough on how to use the annotations tool --- just in case you get your next draft back and want to make more changes. Sound good?

[PAUSE for response]

Note: At this time, customers cannot use Atarim to submit logo revisions.

Upload Images to Design Hub

Customer did NOT publish on call

 

Customer did NOT publish, and revisions were captured on call

[After changes / feedback has been captured, set clear expectations for what they need to do next inside the Website Design Hub]

Now that we’ve captured your feedback, we'll email you when your new website draft is ready. It’ll be posted inside your hub in the next [say business days].

If everything looks good, and you have no further changes, click on “ready to publish” and we’ll make your site live for you. We’ll send an email confirmation once your site has been published.

If you notice something is off or you’d like to change anything, click on “give more feedback.”

When you’re done leaving your comments, make sure you come back to your hub to submit your changes.

This is an important step! This confirms everything you want us to change, and we’ll email you when the new draft is posted inside your hub. This email will also include everything I just mentioned.

[Follow scheduling protocol]

I’ve scheduled a follow-up appointment for [say date and time].

Will that work for you?

[PAUSE for response]

Proceed to Close out call

 

Customer has a website and logo and did NOT publish

[If the customer requires a logo revision follow up, please schedule the call. Follow scheduling protocol]

We’ll email you an updated revision of your logo design in the next [say business days]. Let’s get a follow up call scheduled so we can finalize your logo together. Sound good?

[PAUSE for response]

Let them know they’ll receive a Calendly appointment email,

Note: this appointment info will not be found in the Website Design Hub

Proceed to Close out call

Publish Site

Publishing website when revisions are complete

[If customer is ready to publish once the latest changes are complete]

Would you like us to publish your website once all the latest changes are complete? [PAUSE for response]

[If YES]

Awesome! Once revisions are complete, we’ll go ahead and publish your website for you.

You’ll get an email letting you know the site has been published and you’ll have info on how to make changes to your website in the future. This information will also be posted inside your Website Design Hub.

[If NO]

Ok, no problem! If you should change your mind after this call and once your changes have been made, you can log in to your Website Design Hub and click on ‘ready to publish.’ Any questions? [PAUSE for response]

 

Continue to “Wrap up (publishing)" section
 

Publish site.

[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.

 

Continue to “Wrap up (publishing)" section

Wrap up (publishing)

Customer published on call

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 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 Close out call

Close out call

Customer support in hub

[After changes / feedback has been captured, set clear expectations for what they need to do next inside the Website Design Hub]

[U.S. ONLY] If you run into any issues or have questions while inside your hub, we have a Chat Support Team that’s available during our business hours.

[After changes / feedback has been captured, set clear expectations for what they need to do next inside the Website Design Hub]

 Located on the lower right-hand corner of the screen, white floating bubble that says “Contact Us”

If you have questions about how your website project is moving along, just log in to your Website Design Hub to see the latest progress. I’ll be sending out a recap email about everything we covered today.

It's been a pleasure working with you, [customer name].

Take care!

Customer published on call; transfer to Offboarding?

It's been a pleasure working with you, [customer name].- your site looks great!

I’m 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 help.

As a reminder, your 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.

Take care!

[Transfer customer to Offboarding Team when customer is happy & website is completed. Process here]