Post-Publish Call Guide – ECOMMERCE BUILDS
Greeting
Hi, is [customer name] available?
Hi, [customer name], I’m [your name], and I’m a publishing specialist here and I’m going to help you make any final tweaks to your site, like swapping out images or text. If you need any additional changes that’ll take more than a few minutes, we’ll submit a request for our website designers to do that. Either way, we can go ahead and make your site live today. Does that sound good? [PAUSE for response]
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 customer wants to update site before publishing, let them know they’ll need to call us to publish once their update is complete:]
Since we’re not publishing your site to your live domain today, 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. 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.
My goal by the end of our chat is to make sure it’s live and you have all the info you need about how to maintain your site.
So, first let’s go through your site and talk about the remaining changes you want to make, and then we’ll talk about what’s next.
[Go through final revisions by submitting a ticket or doing the changes yourself if the changes are less than 15 minutes.]
[If submitting a ticket to the builders to complete, set timeframe]
Ok, your ticket has been submitted! The ticket will be completed within 5 business days & you will receive an email of completion by [State due date].
Publish Site
So, now we’re ready to publish!
[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 and that your store is functioning.
[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.
Because this requires a lot of your personal information, I can’t do it for you, but I’m going to show
you how to do it and then send you all the links and instructions you need to do it yourself, ok?
[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 Care Customer]
And since you have our Website Care plan, I’ll also walk you through that setup and show you how to request updates when you need, ok?
[Only for Standard and Premium builds:]
[If customer doesn’t have Care]
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 Care:]
Ok, great I’ll send you our training resources in a follow-up email, and if you ever want to purchase Care, just give us a call!
[If customer would like to hear about Website Care again]
Great! I can tell you exactly what it would cost and we can talk a little more about how it works.
Store Account Input & Set Up (Woo Test only)
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: Setting Up WooCommerce Payments Step by Step
- Step by step for Shipping: Setting Up WooCommerce Shipping Step by Step
- Step by Step for taxes: Setting Up WooCommerce Taxes Step by Step
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.
Wrap up for published customers
Ok, unless there’s anything else you wanted to talk about today, that does it! [PAUSE for response]
It’s been a pleasure working with you, [customer name]! Again, my email will have everything you need. Take care!
Wrap up for unpublished customers
Ok, unless there’s anything else you wanted to talk about today, that does it! [PAUSE for response]
Just don’t forget to give us a call as soon as you get that email so we can help you publish your site, ok?
It’s been a pleasure working with you, [customer name]! Again, my email will have everything you need. Take care!