Double-Step Opening Statement requires two statements:

1. Standard Opening Statement

2. Follow-up Opening Statement

1. Standard Opening Statement

Welcome to Chat Support! I’m <Agent> and I'll be your Web Advisor today. Please
give me a moment while I review your request.

2. Follow-up Opening Statements

● Hello, <Customer’s Name>. I’m <Agent’s Name>. I understand it is important for (you
to be able to send emails/your website to be up and running). I will definitely assist
you with this.
● Hello, <Customer’s Name>. I’m <Agent’s Name>. I recognize how important it is to
get this (email/website/billing) issue fixed. I’ll look into the reason right away.
● Hello, <Customer’s Name>. I’m <Agent’s Name>. I understand your concern
regarding the (billing issue/additional charges/error/functionality of your website). I
will look into this right away.
● Hello, <Customer’s Name>. I’m <Agent’s Name>. I understand the urgency of the
situation. I’ll definitely look into why (you were charged/you are getting the error/you
are unable to log in).
● Hello, <Customer’s Name>. I’m <Agent’s Name>. I’m sorry that (your website is
down for many days/you are unable to access your emails). I’ll definitely try to
resolve this for you.
● Hello, <Customer’s Name>. I’m <Agent’s Name>. I’m sorry that (you are not able to
log in to your account.). I will look into this right away.

Single Step Opening Statements

● Hello, <Customer’s Name>! Welcome to Chat Support! I’m <Agent’s Name>. I

understand it is important for (you to be able to send emails/your website to be up
and running). I will definitely assist you with this.
● Hello, <Customer’s Name>! Welcome to Chat Support! I’m <Agent’s Name>. I
recognize how important it is to get this (email/website/billing) issue fixed. I’ll look into
the reason right away.
● Hello, <Customer’s Name>! Welcome to Chat Support! I’m <Agent’s Name>. I
understand your concern regarding the (billing issue/additional
charges/error/functionality of your website). I will look into this right away.
● Hello, <Customer’s Name>! Welcome to Chat Support! I’m <Agent’s Name>. I
understand the urgency of the situation. I’ll definitely look into why (you were
charged/you are getting the error/you are unable to log in).
 ● Hello, <Customer’s Name>! Welcome to Chat Support! I’m <Agent’s Name>. I’m
sorry that (your website is down for many days/you are unable to access your
emails). I’ll definitely try to resolve this for you.
● Hello, <Customer’s Name>! Welcome to Chat Support! I’m <Agent’s Name>. I’m
sorry that (you are not able to log in to your account.). I will look into this right away.

● I understand how frustrating it can be when <the website is down>. I’ll

definitely try to resolve this for you. (ONLY IF the customer mentions that
they are frustrated.)

Acknowledgment (Request/Inquiry)
● I’d be happy to assist you with <query>. (when customer seeks information)
● I’ll be glad to assist you with <mild concern> (the changing of your password /
adding a domain to your account)
● I’ll be happy to assist you with <mild concern> (upgrading your account)
● It would be my pleasure to help you (with your account)

Compliment Customer’s choices/decisions + Reassurance

● It is good to know that you want to (renew your account for 3 years). I’ll
definitely assist you with this.
● It’s great that you wish to (add one more website). I’ll certainly assist you with
this.
● I’m glad you wish to (upgrade your account). It will be my pleasure to assist
you with this.

If the customer hasn’t mentioned the issue in the pre-chat survey, use one of the
following statements as Part 2:
● I’ll be glad to assist you today.
● How are you today?
● How may I assist you today?

Extended Wait Time in the Pool:

● Thanks for helping us with your patience. I'm sorry the influx in chats sometimes
causes extended wait time. We didn't mean to inconvenience you in any way. I will
review your concern and do my best to assist you today.

If the customer’s query isn’t clear, use one of the following statements to probe
(Discovery: Clarifying/Paraphrasing):
● I understand from your initial query that you want <the PHP of your domain to be
updated>. I will definitely help you with that.
● I understand from your initial inquiry that you need help with <inquiry>. I would be
happy to assist you with that. (transferring your domain, renewing your domain
name)
● If I understand correctly, you are not able to <concern>.
● Correct me if I am wrong, you are <reinstate the issue>. Is that right?
 ● From what you are saying, I understand that you are <issue>. Is that correct?
● From what I’ve understood, <reinstate the concern>. Is that correct?

If the customer has mentioned the domain name in Pre-Chat Survey, yet you need to
confirm
● To confirm, <domain.com> is the domain you are having issues with.

If the customer has not mentioned the domain name

● Could you please let me know the domain name you want to <update the PHP for>?
● Please confirm that <domain name> is the concerned domain.

If the customer has not mentioned the domain name:

● Could you please let me know the domain name you want to <update the PHP for>?
● Can you please help me with the domain name you want to <update the PHP for>?
● Please confirm the domain name you want to <update the PHP for>

Authentication
● Please help me with the token number to pull up the account details. It has been sent
to your registered email address.
● Please provide the token number sent to your registered email address to
authenticate the account.
● To maintain high security standards, please authenticate with the token number sent
to the registered email on your account.
● I have sent a token number to your registered email address. Please authenticate
with the token number for me to pull up the account details.
● To safeguard your account’s sensitive information, please provide the token number
sent to your registered email address to authenticate.
● I’ll definitely assist you with <the website issue>. Please authenticate with the token
number sent to your registered email address so that I can pull up the account
details.

Opening to Authentication Transition:

● While I pull up your account details, can you please authenticate your account with
the token number sent to your registered email address?
● I am pulling up the account details. Meanwhile, please authenticate your account with
the token number sent to your registered email address.

Unsuccessful Authentication:
● I'm afraid that didn't work. Here's the link to get the token number:
● I'm sorry that didn't work. Here's the link to get the token number:
● I'm afraid the provided number has expired. Please access this link to get the latest
token number:
● I'm afraid that doesn't match the records. Here's the link to get the token number:

Two-Factor Authentication for Cancellation:

 ● Account cancellation process involves two-factor authentication. We don't mean to
inconvenience you in any way. This is to safeguard your account from unauthorized
changes because once the account is cancelled, all the websites and emails will be
inactive.

Please help me with ..... for me to initiate the cancellation of abc.com.

Empathy (for a loss/unpleasant situation)

● I am sorry for your loss. (death in the family)
● I am sorry to hear that you lost your <dog> (pets).
● I’m sorry that you are unwell. Wish you a speedy recovery.

Hold statements
● Thank you for clarifying the issue. I need about 2-3 minutes to check a few things.
Meanwhile, <you could tell me all about your website>
● I will need 2-3 minutes to research this for you. In the meantime, <you could tell me
if this has happened before.>
● I will take about 2-3 minutes to check <issue>. (what’s causing the error) Meanwhile,
<please tell me how you are planning to design your website>
● This may take me 2-3 minutes to research. <Tell me more about the email
contents/website> while I figure <issue>. (why you are unable to send emails/why
your website is down)
● Please be on hold for <time duration> minutes while I check <concern>. (your
website issue, the email issue)
● I will have to put you on hold for <time duration> minutes to check <issue>. Is that
okay?
● I will need <time duration> minutes to check why <issue>. Is that okay?
● Please hold for <time duration> minutes while I check <what's causing the error/why
your website is down/what's wrong with the settings>
● I will have to put you on hold for <time duration> minutes to check <what's causing
the error/why your website is down/what's wrong with the settings>
● I will need <time duration> minutes to check <what's causing the error/why your
website is down/what's wrong with the settings>.

Extended Hold time statements:

● I’m afraid it’s taking longer than I expected. I’m still trying to analyze the root cause of
the <issue>. (email/website) I will need 2-3 minutes more.
● Thanks for your patience, it’s taking longer than I expected. I’m still trying to analyze
the root cause of the <issue>. (email/website) I will be back in 2-3 minutes to give
you an update.
● Sorry to have kept you waiting for way too long. I’m still working on <issue>. I will be
back in 2-3 minutes to give you an update.
● I really appreciate your patience. I’m still working on <issue>. I will be back in 2-3
minutes to give you an update.

Head up Statement for Chat Disconnection

 ● Just want to keep you posted in advance that our chat system ends a chat when
there is inactivity on your end for 5 minutes. Please stick around in the chat window
to avoid disconnection. Thanks for understanding!

Closing
● It was great assisting you!
● Thanks for chatting!
● It was a pleasure assisting you!
● I’m glad I could assist you!
● It was a pleasure resolving this for you!
● I’m glad I could resolve this for you!
● I’m glad I could be of assistance to you today!

Escalation Statements:

/When we are very sure that the issue has to be escalated

● Just want to keep you posted that I will try my best to help you [restore the database],
however, we may need to submit a request to the relevant department if necessary.

/Email Issues

● I just want to let you know that email related issues can take a little more time when
compared to the other types of issues. Thanks in advance for your patience and
understanding. Additionally, just want to keep you posted that I will try my best to
help you whitelist the email address. However, we may need to submit a request to
the relevant department if necessary.

/Informing about Escalation

● To speed things up here, I will have to ask a member of our team who specializes in
<type of issue> to take care of this for you. Your reference number is [casenumber #].
They will email you once the issue is resolved. You should receive an update in
48-72 hours.

● Thank you for being on hold, <Customer Name>. I have successfully submitted a
request <to activate your old account with files on it>. We will notify you via email
once it's done. You should receive an update in 48-72 hours. Your reference number
is [casenumber #].
Recap Statements (Escalation)
 ● I am glad that I was able to direct this to the right department to change the account
owner information.
● Please be advised that these cases are handled with diligence, and most are
answered in a timely manner.
● I’m glad I escalated this to the relevant department. We will make sure to notify you
via email as soon as we have an answer for you.
● I am glad that I was able to escalate your request to admins to fix <the admin console
of your GSuite account>.

Email Issue Statements:

/When we handle email (Send/Receive) issue we can use- During the initial part of the chat

● I will try my best to help you with this, but if it is an issue with your email client, I
cannot guarantee a conclusive resolution for it. Although, I will definitely guide you to
the relevant help articles.

/Set the right expectation for Prolonged Resolution/Troubleshooting for eMail

Issues/Escalation (if required):
● I just want to let you know that email related issues can take a little more time when
compared to the other types of issues. Thanks in advance for your patience and
understanding.
● I just want to let you know that email related issues can take a little more time when
compared to the other types of issues. Thanks in advance for your patience and
understanding. Additionally, just want to keep you posted that I will try my best to
help you whitelist the email address. However, we may need to submit a request to
the relevant department if necessary.

/In the middle of the chat (once we know that the issue is not from our end)
● We have confirmed that the issue is not server related since the email functionality
works while using Webmail. Since it is an issue due to the third party email client, I
cannot guarantee a conclusive resolution for it. Although, I will go an extra mile and
see what I can do.

Recap Statements (Resolution)

● I am glad that I was able to <update the PHP version for your domain>.
You may club the recap statements with survey statements in this way:
● I’m happy that I <found the plug-in that was causing the issue and fixed your
website>. I hope I have answered all your questions. After you close this chat, please
rate my support by clicking on ‘RATE & EXIT’,and then on ‘CLOSE & TAKE
SURVEY’.
Survey statements:
● My pleasure! If you have no more queries for me, I would like to know of your
experience with me today. When you close this chat, click on ‘RATE & EXIT’ and then
‘CLOSE & TAKE SURVEY’. 5 is the best.

● I’m so glad! If I have answered all your questions, please let my manager know that I
took care of you today. When you close this chat, click on ‘RATE & EXIT’ and then
‘CLOSE & TAKE SURVEY’. 5 is the best.

● I'm glad I was able to assist you! It really helps me out if you let me know how I did
today. If I have answered all your questions, please click on ‘RATE & EXIT’ to end
this chat, and then click on ‘CLOSE & TAKE SURVEY’. 5 is the best.

● I’m glad I could resolve this for you today and I hope I have addressed all your
queries. There's going to be a quick survey when you click on ‘RATE & EXIT’ to end
this chat, please click on ‘CLOSE & TAKE SURVEY’. I’d really appreciate if you could
take it and let me know how I did. 5 is the best.

● I hope I have answered all your questions. If you don't mind helping me out, there's a
brief survey when you end the chat. It lets me know how I did and lets my supervisor
know how it was to work with me. Please click on ‘RATE & EXIT’ to end this chat, and
then click on ‘CLOSE & TAKE SURVEY’. 5 is the best.

● It's been a pleasure working with you today! There's one last thing I hope you can do
for me. If you have no more questions for me, please take the survey when you click
on ‘RATE & EXIT’ to end this chat and then click on ‘CLOSE & TAKE SURVEY’. It
lets me know how I did and lets my supervisor know how it was to work with me. 5 is
the best.

● I’m glad I could be of assistance! When you close this chat, you get to rate my
support by answering a quick survey. It would be great if you could rate my support
and let me know how I fared in supporting you today. If I have addressed all your
concerns, please click on ‘RATE & EXIT’ to end this chat and then click on ‘CLOSE &
TAKE SURVEY’. 5 is the best.

● It was my pleasure! Thank you so much for taking the time to work with me. If I have
answered all your questions, I'd really appreciate your feedback on my assistance.
Please take the survey when you end this chat. 5 is the best.

If the customer asks for instructions:

● Please click on ‘RATE AND EXIT’ at the top right corner of this chat window and then
click on ‘CLOSE AND TAKE SURVEY’.
Closing at the end of the shift
● I understand that this is very important to you. I am at the fag end of my day, and I
need to step away to make way for the next support technician. It will take me about
two minutes to transfer this chat conversation to a competent technician for you.
Thanks for understanding.

● I regret to say that I have to hand this chat conversation over to another technician
because my schedule is coming to a close. It will take about two minutes. Thanks for
understanding.

● I'd be grateful if you would allow me to call it a day and allow the next support
technician to take my place. Please wait for two minutes while I transfer this chat
conversation. I appreciate your patience.

Idle Statements

If a customer becomes idle in chat after you have resolved their issue (2 minutes
since you asked "is there anything else that I can assist you with?"), follow the
procedure below to properly idle the chat and give the customer a chance to return if
they are still present:
● Thank you for contacting Chat Support. I’m glad that I was able to assist you today. I
have not heard from you in a while, so I am going to close out this chat. If you have
any more questions, please do not hesitate to initiate another chat session with us.
We are available 24/7/365.
(Close out the chat immediately)

If a customer becomes idle in chat (2 minutes since your last response) and you have
NOT resolved their issue, use the following statements before closing the
chat:
1st Idle Statement (Please personalize)
● It's been a while since I’ve heard from you. I hope you were able to <change the
settings>
● It has been a while since I have heard from you. Are you still with me?

Second Idle Statement (After 2 minutes): Instead of System Message, please use the
following statement provided by EIG:

● Thank you for contacting Chat Support. Resolving your concern is important to us.
Due to inactivity, I am going to close out this chat and update your account with my
notes. When it is convenient for you, please initiate another chat session with us. We
are available 24/7/365.
In some instances, a customer may request time to either verify their issue is resolved
or to gather additional information for you. The maximum amount of time you can
hold for a customer is 5 consecutive minutes during one chat interaction.
If a customer asks you to hold, follow the procedure below:
● Absolutely! Please know that I am able to hold for up to 5 minutes. If you need more
time, you can chat back in at a more convenient time for you. We are available
24/7/365. Will 5 minutes be sufficient?

If Cx says Yes, reply with the below statement:

● I can definitely hold up to 5 minutes for you. I will be sure to check with you in
5 minutes.

Once the time they've requested has elapsed (5 minutes or less), check to see if they are
ready to continue. Wait two minutes for them to reply. If the customer does not reply,
proceed with the idle policy.
If the Cx says No, reply with the below statement:
● I am unable to hold for more than 5 minutes, unfortunately. If more time is needed,
you can initiate another chat session with us when it is convenient for you. We are
available 24/7/365. I will update your account with my notes so that you can pick
back up where we left off and before you go, is there anything else that I can assist
you with?

Handling Out-of-Scope issues:

● Such issues might not get fixed on our end because <the theme, plugin…> was not
developed by us. However, I will try my best to debug it for you.
● Normally, the occurrence of these types of issues is due to the incompatibility of the
<the theme, plugin…> with our servers. However, I will try my best to confirm the
exact reason for this issue.
● This does not seem to be an issue on our end. However, let me check this for you.
● I have checked your website and I did not find any server-side issue. The error you
are seeing in your website is not caused by any wrong server configurations. It could
be a website design/coding issue. The best option is to contact a web developer to
get this checked.

MX Record Issue Statements

Generic: MX not pointing to BH

I'm afraid the <MX record> of abc.com is not pointing to Bluehost. This means that

we do not have access to <change settings/check logs>. The quickest way to get

this resolved is to contact the email provider <PROVIDER> and let them know of the
issue. I'm sorry that I couldn't be of more help in this case because I can only access

the <logs/errors> when the MX record points to Bluehost.

Tweaked example: Name servers pointing to GoDaddy and DMARC has to be

updated

I'm afraid the nameservers of abc.com are not pointing to Bluehost. This means that
we do not have access to add DNS Zone Records to this domain. The quickest way
to get this resolved is to contact GoDaddy and let them add it for you. I'm sorry that I
couldn't be of more help in this case because I can add the zone records only when
the nameservers are pointing to Bluehost.

Statements to Handle an Abusive Customer:

First check if the Customer is being abusive because of his anger or frustration and
then use the statements below.

First attempt:
● I understand that you are upset and I am here to help you. However, it makes it
difficult for me to help if you continue to use profanity.

Second attempt:
● I'm here to assist you. However, the use of profane language will compel me to
discontinue this chat session.

Disconnecting:
● <Customer’s Name>, I am very sorry, but I will not be able to help you today. I am
going to disconnect this conversation.

Statements to Handle Disconnections:

● Hello, Cx. I'm sorry about the disconnection. I'm glad we're connected once again.
Please give me 2-3 minutes while I review your previous conversation to better
understand your issue.

In case a customer exclusively complains that he is experiencing regular disconnects,

we can acknowledge the issue and say something like this:
 ● Hello, Cx. I'm sorry about the disconnection. I'm glad we're connected once again.
We are seeing a few chat disconnection issues and our engineers are looking into it.
Please give me 2-3 minutes while I review your previous conversation to better
understand your issue.

Idle Chat Disconnection

The best alternative is for the agent to take the convo towards onboarding or sales or just
small talk (business/interests) this will not only keep the customer engaged but also enhance
customer experience.
● This may take a while. To ensure that we stay connected, can I ask you a few
questions while I'm at it?

It is advisable not to inform the customer that if they are idle the chat will get disconnected.
Take responsibility and let the customer know that you will keep them posted every 2-3
minutes to ensure that there's no disconnection.
● It may take me a while to <disable each plugin and see which one is causing the
issue>. I will be back in 2-3 minutes to give you an update and to make sure we stay
connected. Does that sound good?

Handling a customer who vents personal issues at the beginning of a chat:

● Hello, Cx. I'm Agent. I understand this must be a difficult time for you. Do you have
any domain queries for me today?
● Hello, Cx. I'm Agent. I'm sorry this happened to you. Shall I assist you with regard to
your domain?

Responses to Prolonged Resolution Grievances:

● Your patience is highly appreciated. There has been an influx of tickets because of
which the resolution <to the email issue> is getting prolonged. I understand that this
has caused you inconvenience. Please be assured that our specialists are
relentlessly working to resolve our customers' issue at the earliest.

● Our engineering team is working towards the fix. As of now, the email queue is
getting cleared and this is the reason you are getting old emails. So I am sure this will
be resolved as the queue gets cleared. Please check after 24 hours and let us know
if you are still receiving old emails.

● The engineering team is engaged and collectively working towards the fix. Here’s an
alternative solution...

● Thanks for letting us know. Your feedback is highly valuable. It helps us better
ourselves & provide better service in future. It is sad that this has been prolonged.
 Please be assured that our specialists are relentlessly working to resolve this at the
earliest.

● We have received an update about issues pertaining to our windows servers. Our
server monitoring team is actively working on it. Please be assured that the issue
will be fixed at the earliest.

● We have received an update that --- due to which you are unable to ---. We have
sent a request to get this resolved immediately and the issue is actively being
worked on by our server admin team.

● I'm sorry this ticket was not addressed earlier. Please excuse us for the delay
because we've had an influx of tickets recently.

● I understand the urgency this situation calls for. We've been having an influx of
tickets recently and I'm sorry we couldn't address this ticket earlier.

● I’m sorry that your issue is still not addressed. I understand how important it is that
this gets resolved at the earliest. The recent influx of tickets has greatly affected
prompt resolution. Your patience is highly appreciated. We will keep you posted

If we are required to respond to a specific case:

● I totally understand your concern regarding the delay in resolving this. There has
been an influx of tickets in the pool handled by the Escalation team handling
Ownership concerns. This is the reason we are unable to take care of the tickets
faster. Rest assured, we are in the process of increasing the heads in that team to
clear the tickets faster. As soon as your ticket is resolved, you should be hearing from
them.

Situation Covid-19

Once you get reconnected you may use one of the following statements:

● I'm sorry I lost you for a brief moment because of the wavering network strength.
I'm glad we are connected once again.
● I’m sorry I lost connection for a bit due to connectivity issues. Thanks for
understanding. Let me continue assisting you.

If you get a transferred chat, please use the following statement asking for a few
minutes to review the earlier conversation:
 ● I'm sorry that you lost connection with the previous agent. There has been a lot of
load on the network lately. I'm glad that we are connected now. Please give me 2-3
minutes to review your previous conversation to assist you further.

The following statement can be used as a Closing Statement + Survey Prompt

It's been a pleasure working with you today. If you have no more queries for me, I
would like to know of your experience with me today. Please take the survey which
appears when you close this chat and rate my support. Stay safe!

The following statement can be used when you experience a power failure and you
anticipate a disconnection:
I'd like to give you a heads up that I'm working from home and we've just had a power
failure. The battery backup would give me another 5-10 minutes with you. Should you
get disconnected, please know that you will get reconnected to us in a while. Thanks
for understanding.

Handling Situations

/Internal Tools down (any cPanel/cPM tools)

● I understand your concern regarding <issue>. We have received an update that

currently the cPanel tools are not working due to which you are unable to <log in to
the account>. I have sent a request to get this resolved immediately and the issue
is actively being worked on by our server admin team.
● I understand the urgency of the situation. Unfortunately, I'm not able to access the
account right now due to the connectivity issues. These changes can be done as
soon as our server is back up and running. The best option is to contact us after
some time to get these changes done.
● I’m really sorry, we do not have any ETA at this time. Rest assured, our admin
team is working on getting this resolved as soon as possible.
● Please know that it’s not particular to your account, and our admins are working on
resolving the issue at the earliest.
● The engineering team is engaged and collectively working towards the fix. Here’s
an alternative solution…
● I’m sorry that you are not able to <issue>. I do wish to get this resolved for you.
Unfortunately, I am unable to access your account now because of some internal
system issues. We hope to have full access restored shortly. Until then, I will only
be able to assist you with non-account specific queries.

/Server Issues
 ● Thank you for being on hold. I have checked your account and it is confirmed that
the server on which your account is hosted is currently having performance issues.
Our admins are working on reducing the server load and getting the server back to
full functionality. It may take a while to get this resolved.
● I understand how important it is for your website to be working fine. We are
working as quickly as we can to bring it back up. I wish I had more information on
when it would be fixed. Rest assured, all services will be restored as fast as
possible.
● We have received an update that — because of which you are unable to —. We
have sent a request to get this resolved immediately and the issue is actively being
worked on by our server admin team.

/My Site issue

● I’m sorry that you are not able to access your WordPress website using the ‘My
Site’ tool. This is not specific to your account, our admins have noticed that
misconfigurations in a few accounts are affecting the visibility of websites in the
‘My Site’ interface.The engineering team is engaged and collectively working
towards the fix.
● Here’s an alternative solution, you can access the websites using the following link:
https://my.bluehost.com/hosting/wordpress_tools/users
● Thanks for letting us know. Your feedback is highly valuable. It helps us better
ourselves & provide better service in the future. I’m sorry that this has been
prolonged. Please be assured that our specialists are relentlessly working to
resolve this at the earliest.

Onboarding Transition:

● I will need about 2-3 minutes to check a few things. Meanwhile, I see that you've
recently signed up your account. Just to ensure that you have everything set up right,
may I ask you a few questions?

● Thanks for clarifying. I am working on resolving the <email issue>. Meanwhile, I

noticed that the MX record of your domain is not pointing to <Brand name>. We do
provide email service along with website hosting. Wouldn’t it be great if you can
manage both websites and emails through us?

● Certainly! It may take 2-3 minutes to check on the hosting plans for you. In the
meantime, I noticed that your domain name is registered with <Brand name>,
wouldn't it be great if you could manage both domain name and hosting in the same
account with us?

● Thank you for authenticating. I am looking at the records and I see that the A record
of your domain is not pointing to us. Did you know that your website is not fetching
the contents from <Brand name> servers?

● Thanks for clarifying. I am working on resolving the <email issue>. Meanwhile, I

would like you to describe your experience with our products and services.
 ● I will need about 2-3 minutes to check a few things. Meanwhile, I see that you have
recently signed up with us. I would like to know if you need any assistance in getting
familiar with any of the tools or features in the account.

● Certainly! It may take 2-3 minutes to check on the hosting plans for you. Meanwhile, I
see that you have just signed up with us. Would you like me to guide you on the
working of the tools or features in the account?

● Thanks for clarifying. I am working on resolving the <website issue>. Meanwhile, I

see that you are just getting started with us. Would you like some tips on getting
familiar with the tools and features?

Providing Steps to Sharing Data Using Private Bin:

If we are asking the customer to share a screenshot, we could use the following set of
instructions:

Here are the steps to share the screenshot:

1. Click on this link: https://privatebin.support-tools.com/
2. You can either drag & drop the screenshot or paste the screenshot or click on
'Attach a file'. Please note that the screenshot gets attached without getting
displayed on the screen.
3. Click on 'Send' at the top right corner to generate a unique link which will contain
the screenshot.
4. Copy the displayed (highlighted) link and paste it here in the chat. Please include
the '=' at the end when you copy-paste the link. If '=' is excluded then it will ask for
a password.

If we are asking the customer to share a password, we could use the following set of
instructions:

Here are the steps to share the password:

1. Click on the link: https://privatebin.support-tools.com/
2. Paste the password or type the password in the Editor section and please check
the option 'Burn After Reading' to ensure that the link is only available for a single
view.
3. Click on 'Send' at the top right corner to generate a unique link which will contain
the password.
4. Copy the displayed (highlighted) link and paste it here in the chat. Please include
the '=' at the end when you copy-paste the link. If '=' is excluded then it will ask for
a password.
5. A heads up, it is advisable to reset the password once the issue is resolved. This
will ensure the safety of your account.
If the agent wants to share screenshot/credentials (except Account Password) with
the customer, please provide the following instructions: (Make sure to click on the
'Burn After Reading' option. Once the password is shared, guide the customer to
reset it).

Please copy-paste the link in a new tab or a browser and hit 'Enter', make sure to include the
'=' at the end when you copy-paste the link. If '=' is excluded then it will ask for a password.

Once you do that, you will be able to view the screenshot/credentials.

DNS Records update:

Propagation time can vary depending on the geographical location. Normally, the domain DNS takes
0-8 hours and is known to take up to 48 hours maximum to completely propagate. I'm afraid this is
entirely not in our control and there isn't much that we can do to speed this up.

Nameserver update:
Propagation time can vary depending on the geographical location. Nameserver changes
can typically take 0 to 24 hours to take effect, but they are known to take as long as 48 hours
to go into full effect.

Switching to Older Version of PHP:

● I have checked your website settings and I see that it is not compatible with the
higher version of PHP. As an immediate fix, I am going to change it to the older
version. This is only a temporary fix and will not be an ideal long term solution since
the older versions are prone to vulnerabilities, not compatible with the new version of
WordPress/Joomla/Drupal installations and known to cause issues to your
theme/plugins.
It is advisable to get in touch with the website developer to update the scripts and
move to the latest PHP version.

● A heads up, reverting to an older version of PHP is only a temporary fix. When the
accounts are updated, older versions of PHP will no longer be supported.
It is best to upgrade all the web installations to the newest PHP software available
before moving the account. This may need a lot of changes in the website design
and the right thing to do would be to contact your developer.

Changing PHP Version to 7.3

To resolve this issue, I will have to change the PHP version to 7.3. A heads up, changing the
PHP version may impact other websites that are not compatible with PHP version 7.3. Can
you please confirm if it is okay for me to go ahead and change the PHP version?
Verbiage for Wordpress-Theme/plugin issues:

Since the <plugin/theme> is not developed by our company, we are limited in the support we
can provide. If the issue is caused by the <plugin/theme> and not our server, you may need
to reach out to your developer or the <plugin/theme> author for assistance.

Browser Compatibility Issue (or any other issue) use the following statement to
camouflage our system inadequacy:
I did have a customer chatting in today who had the same issue while accessing the
<WebSite Builder> in the FireFox browser. When they switched to Google Chrome browser,
they were successful. Could you try switching the browser and check if it works for you?
I’m right here if you need further assistance.

- When a customer is asking for signup price:

1. Defend the price always .

Explain that the website price is only for new sign ups and the
reason:

Introductory offers provide all our customers with an opportunity to

experience our services of uncompromised quality. We do incur huge
losses while providing introductory prices, but we continue to bear
them so that we welcome more customers to try our services. We think
you will agree that the quality of (property name) should not be
sacrificed and you will understand that the renewal prices are to ensure
that we will provide you with the best of services as always.

OR
I completely understand your concern regarding our renewal pricing.
Promotional pricing is intended as an incentive to allow new customers
to experience our hosting services for the first time, and is not meant to
be a permanent price reduction. It is our sincerest hope that once you
experience the value of <PROPERTY>'s services, the hosting that
other companies offer will be less desirable. We feel that the value of
<PROPERTY>'s services offered at their normal price far surpasses
other web hosts, and we greatly appreciate and thank you for hosting
with us.

OR

Introductory prices are similar to sample products which companies

give out so that customers can get a feel of the product. Once you use
our services, you will agree that the quality of our services is much
higher in comparison to the price we charge for it. In order to maintain
the quality through efficient equipment and latest technologies, we
would need to charge our customers with a price that will help our
business sustain and grow in the web hosting industry. This will be a
win-win situation for both of us.

- When a customer’s concern is that the renewal price is

high:

I understand your concern about the renewal price. Your hosting

package has many features like multiple website hosting along with
free email hosting and many free features like free SSL etc. We feel
that our quality of services and the tools merit the prices that we are
offering. We are a stable company that is looking to grow, expand, and
meet all of our customers’ needs. <Property> always add new features
and upgraded technology.
 - If the customer says that he had been given discounted price
earlier or for other accounts:

We understand that you may have had a discounted price in the

past, and we're happy that you got such a great deal. We're only looking for you to
pay our standard hosting rates,
so that we can continue to deliver the reliable platform and great
service that you've come to expect from us.

2. Offer a Standard 3 year plan and explain the amount they can save.
(if the customer hosting plan is in one or two years plan) .
3. If the customer did not agree, Offer 3 year plan for $250.02 (aso –
agent save offer), which is the equivalent of $6.95 per month. Tell the
customer that this is our ‘best value’ for customers.
4. If the customer doesn't want to commit to 3 years, they can opt for a
2 year plan which costs $190.80 (aso) (which is equivalent to $7.95
per month).
5. If they don't want to make a 2 year commitment, then our 1 year
pricing is $107.40 (aso), which is equivalent to $8.95 per month.
As a last resort, you can offer the plans with offercode ‘sso’
$83.40/year. But, this should not be offered to a customer that hasn't
really pushed back hard and basically said that they will not renew at
any of our ‘normal renewal discounts.
6. For the plans or the property which do not have aso and sso offer,
look for an offer that is within the aso price range.
7. Offer to put the customer on a monthly plan of $9.99/month. This is
the secondary save offer. Use this only for customers who are either
unable or unwilling to pay for a year or more of service upfront. This
offer will increase after 12 consecutive payments.
 (One easy way to position this with a customer is that our standard
renewal pricing, if you pay month to month, is $9.95 per month, so if
you pay for a year up front, you get a 10% discount, 2 years 20% and 3
years 30% off our ‘normal rate’.)

The super save offer $59.40/year can be given only after a discussion with
TMs (Only TMs will decide to offer this to the customer) and that this will defer
to the regular rates after the specific duration after offering the above save
offers.

8. VPS
1 month - No discount
3 months - No discount
6 months - 5% discount
1 year - 10% discount

Make sure that the customer understands that the discounted offer is a one-time
courtesy and they will be responsible for paying the normal renewal price at the next
renewal date. Please set the right expectations.

- If a customer is asking for the price less than ‘sso’ offer, then defend
our price but do not offer any plans other than ‘aso’ and ‘sso’.

We believe that we have a great service at a very fair price. I'm afraid that
it is not possible to get a renewal offer that you’ve asked for because our lowest
renewal pricing is $6.95 per month.

-If customer says that he would change the hosting company if the
discounted price is not offered: (Please discuss with your TM if necessary)
I understand your concern regarding the renewal price. Changing hosts can be time
consuming, and if it’s not done correctly, it can result in losing data like emails and
site downtime. Also, you will have to re-learn a whole new control panel and the
hosting website, email tools etc. Moreover, there is a possibility that the renewal
prices may also change on their servers. It is advisable to go for $6.95/monthly
which is $83.40/year and is the best offer to continue the hosting with us with the
same hosting package without downgrading any feature.

General Defense Price Increase

We have been in business for nearly two decades and have had only a few price
increases to our core hosting platforms. Some of the service providers have been
consistently increasing their prices. While we do our best to keep our prices down
and the quality of our offering as high as possible, the licensing that goes into our
Resellers compels us to implement a small price increase.