WSII Revisions QA Checklist

Things to remember:

  1. Active listening, call control.
  2. We are all human - Fitting language / tone / empathy throughout.
  3. Smile 🙂

Be A Rockstar, Use The Checklist

    You had me at hello

  • Introduce yourself and the company
  • Read Call Disclosure
  • Validate Customers Account
  • Set phone call timeframe expectation
  • Set expectation for call flow - starting from site-wide changes then working through the rest of the site

    • Setting Expectations

  • Care/Updates: Let Website Care customers know that they will have access to the request form online 24/7 post-build OR that we offer updates to Non-care PWS customers at $50/half hour.
  • Advise the customer they have one business day to reply back to the summary with any additional changes or objections to the tasks in the summary
  • Let the customer know the revisions timeframe (5 business days after you have content for ALL revisions)
  • Explain we will send a link to training portal for do-it-yourself changes

    • Revisions consultation

  • Start from the home page and work your way through site, thoroughly reviewing all items customer wants to change
  • Offer recommendations and suggestions for what they request to change on the site

    • This is not goodbye

  • Notate account using note generator
  • Add any missing items to workbench and email customer what is needed to move forward
  • Schedule Publish call based on revisions time frame if TC is collected, if not schedule follow up

*This will not guarantee a 100%, but it WILL help make sure you do not miss points on the easy stuff. You can reference the Rubric below for the full QA Requirements.

PWS WOW Experience
Revisions Consultation Rubric
Site Revisions

Revisions Consultation

WS Resource - Revisions Side-by-Side  

Note Generator(opens in new tab)
Worksheet(opens in new tab)
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  • Don’t forget your call disclosure on outbound calls:

    “your call may be recorded and retained for quality and training purposes”

  • Validate Account:

    Once you said the call disclosure, you need to have the customer validate in the GoDaddy account to proceed with the consultation.

Greet

  • Introduce yourself and the department in an engaged and friendly manner
  • Confirm that you are speaking to the correct customer
  • Set a phone call time frame expectation
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Set Expectations

"I am excited to help you with the your final steps in getting your web presence on the internet! Before we get started discussing your changes I just wanted to let you know how this process works and what to expect following our conversation."

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    1. Revisions Consultation

    We will go through your website page by page and I will be taking notes to create a detailed summary of your changes. Once we review everything, I will be sending you an email of my notes for you to review. Please take a look and reply back to me if there are any corrections or there is something you or I missed. You will have 24 hours to reply to my email if you have any corrections to the changes.

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    2. Make Refinements

    Once we have all your revisions summarized, the revisions for your site can take up to 5 business days.

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    3. Then it’s time to Launch!

    You will have FULL access to your site at any given time once the build is complete.

    That’s not all though, once your site is built you have two options for having changes (updates) completed in the future:
    - All PWS Customers: You will get access to our training portal to assist you with “do it yourself” changes to your new site (think of it like getting your keys to your new car).
    - Website Care Customers: Let customer know that they will have access to the request form online 24/7 post build.
    - Non-Care Customers: If a customer without Care wants us to make updates we offer that service to PWS customers at $50/half hour.

Pulse Check

"Do you have any questions before we get started with the site revisions?" --- Start Consultation!