Woo Initial Call QA Rubric
Greeting
In order to get points, the below items must be said at the beginning of the call
Point Breakdown 1pt
- State your name
- Company and department name
- Identify the customer by name
Example
- “Hi, this is [your name] from GoDaddy Website Design Services. Is [customer name] available? [PAUSE for response] How are you today?”
Point Breakdown 1pt
- State the time allotted for this appointment.
Example
- I’m calling you for your website consultation. Our call today should take us about 75 minutes.
Security Compliance
These items are GoDaddy policy. They are not scored for points, but will result in a documented conversation and possible corrective action if not followed.
- Before we get into things, I want to let you know that this call will be recorded and retained for quality and training purposes.
- I need to validate into your account. Do you have your 4 digit PIN?
Business Consultation
In order to get full points, you must both say the items mentioned in the rubric, and also properly notate the Design Consultation Tool (DCT)
Point Breakdown 5pts
- Zoom share before reviewing "The Basics" in the DCT.
Example
- “I've sent a Zoom meeting link to [customer's email], go ahead and check your email so you can join the meeting and I will share my screen with you“
Point Breakdown 1pt
- Confirm and document if the customer does or does not have an existing website
Example
- “Do you have a current website for us to reference or take a look at?”
If yes:
- “Are there any elements of this website you want to retain or any details I could share with our design team?”
If no:
- “Not a problem, reference sites are not required, we will be going over a business personality quiz shortly to provide the designers with some design inspiration.”
Point Breakdown 1pt
- Explain and ask the customer which CYOA path they prefer
Point Breakdown 3pts
- Gather the information to fill out "Business Details" tab with the customer. Ensure all notations are thorough and accurate and spelled correctly.
Example
- “Let's go through information about you and your business.”
- Use the flow of questions from DCT and fill them out as necessary for your specific customer.
If already filled out:
- “I see you filled out the digital onboarding, thank you for that! Let’s quickly review the information so we can confirm what we’d like to appear on your website”
Point Breakdown 3pts
- Asks the customer the lead pass questions
For the most up to date information surrounding lead pass, please see this confluence article
Design References
In order to get full points, you must both say the items mentioned in the rubric, and also properly notate the Design Consultation Tool (DCT)
Point Breakdown 3pts
- Guide the customer through the choices in the business personality quiz
- Complete and upload to DCT
Example
- “In order to help our designers better understand your business personality, we’re going to take this short quiz to choose examples that best fit your brand. “
Website Design
In order to get full points, you must both say the items mentioned in the rubric, and also properly notate the Design Consultation Tool (DCT)
Point Breakdown 1pt
- Asks the customer if they have an existing logo that they would like to use
- If the customer has a logo, the correct logo was uploaded and notated in the DCT
Example
- “Do you have a logo that you’d like us to use?”
- If yes: “Great, do you have it handy now and can either upload it to your media library or send it to me by replying to one of my emails?”
- If no: “Okay, we will use your business name in a font that fits your brand”
Point Breakdown 3pts
- Discuss site elements and make recommendations as appropriate for options based on the understanding of customer’s needs
- Selects the appropriate elements and notates any requests from the customer in the DCT
Example
- “We will include your logo and page navigation in the header, I recommend keeping the header very clean, but we can add your phone number or social media icons should you want these easily visible.”
Content
In order to get full points, you must both say the items mentioned in the rubric, and also properly notate the Design Consultation Tool (DCT)
Point Breakdown 5pts
- Discuss and document which pages they’d like on the site, and content to appear on those pages
Example
- “The only remaining piece is gathering your content for your site. Before we discuss the verbiage, let’s narrow down the pages we are going to be building.”
- “Ok, great, now let's talk about the content on those pages.”
- Click here for more detailed examples of how to discuss content for different situations.
Point Breakdown 5pts
- Determine if customer has content they’d like to use on site
- No existing copy? Offer new copywriting
- Existing copy? Offer to rewrite existing copy
- If customer wants to utilize copywriting:
- Correct copywriting category must be selected in DCT
- Go through copywriting questions and accurately notate
Examples:
- If customer has no existing copy:
“Did you have any content written up for the new site yet? (If no,) No worries! Let’s go through some quick questions that’ll help our writers create copy that’s tailored to your business. - If customer has existing site or copy prepared:
“Since you already have some text we can use, I can also have our copywriters go through and rewrite it to freshen it up. I’ll just ask you a couple of questions to make sure we have them going in the right direction.”
Point Breakdown 1pt
- Inform customer of our stock photo library and screenshare examples to confirm any specific photos or keyword searches to include in sendup instructions.
- Document any specific photos or search terms in sendup instructions.
Example
- “We also have available a wide range of photos in our stock photo library that we can include on the site. Let me pull that up and we can confirm any specific photos or search terms to include in our sendup instructions.”
Woo
The following items are required for all W+M/Woo calls
Point Breakdown 5pts
- Determine what plugins customer is looking for on their website
Example
- "What features will your website need?"
- "Is there special functionality you’re looking for from your website?"
Point Breakdown 1pt
- Asks the customer if they have decided on who will process payments, ship their items if applicable, and if they will need to charge sales tax on the website
DCT
In order to get full points, you must properly notate the Design Consultation Tool (DCT)
Point Breakdown 3pts
- Sendup must be clear of any conflicting or confusing instructions and content in DCT matches the conversation
Example
- "Builder discretion with layout and placement of images" "Please use BPQ to reference style of layout customer likes, builder discretion with use of images"
Time Frames
The following must be said at the end of the call in order to get points
Point Breakdown 1pt
- You need to set the build time frame expectation of 8 business days or the draft delivery date.
Example
- “It takes our team 8 business days to get your website ready for you to review. We will send you an email with the preview link when your draft is ready.”
Point Breakdown 1pt
- You need to set the overall time frame from initial call to publish of 10 weeks
Example
- The total time-frame from this consultation to publishing your site live is about six weeks from start to finish.
Next Steps + Wrap-Up
In order to get full points, you must properly notate after each call
Point Breakdown 1pt
- Speak to Marketing Services
- If purchased confirm with customer they can use this after the site is built for further changes
- If not purchased notify them they can purchase at any point for help with changes post build
Examples
- I see you have purchased our subscription service called Marketing Services for updating your site and continually improving your site's performance.
- We also have a subscription service called Marketing Services for maintaining your site and continually improving your site's performance.
Point Breakdown 5 pts
Review Website Design Hub with customer to Include:
- Show the customer the design hub via screenshare
- Explain to the customer that they can add changes to Atarim, but these will be discussed on the next call
- Show customer the "Contact Us" bubble and explain we have live chat available during business hours
Example:
- "Let's take a quick minute to tour your design hub where you will find all the information regarding your website build and where in the process you are."
Point Breakdown 1pt
- Schedule customer's next appointment
Point Breakdown 1pt
- Must send the customer the correct canned response follow up email the same day of the call.
- Must include missing items if customer is sending in content
Example
- “I’ll be sending you a follow-up email shortly. This will include a recap of our conversation, including a list of any remaining content we need from you. It will also include a link to the media library where you can easily upload anything you’d like to use on the site”
Account Notes
In order to get full points, you must properly notate after each call
Point Breakdown 5pts
- Leaves an accurate description of the call in both Jira & CRM using the notes template. Notes should include:
- what was discussed on the call
- what expectations were set
- any missing items and other important details from the call
- Calls may be reviewed at any point after the call has ended. Notes should be added in immediately after a call has concluded.
Example
- Notes should be in the following format:
- Caller Name:
- Phone Number:
- Domain:
- Call Type:
- Customer Type:
- Reason For Call:
- Actions Taken:
- Missing Items:
- Expectations Set: