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Training Guide: Welcome Calls

Purpose

  • Welcome new PhotoBiz or Zibster customers with a quick, warm touch.

  • Introduce our 100% US-based Passionate Support (Greensboro, NC).

  • Make sure they know how to reach us when they’re ready.

Not a training session and not a sales call.

Call Parameters

  • Who to call: US & Canada clients only.

  • When to call: Same or next business day after signup; Monday calls cover weekend signups; after 9:00 AM customer’s local time; skip company holidays.

  • Attempts: 1 phone attempt only. If no answer, voicemail + welcome email.

  • Keep it short: Target ≤ 5 minutes.

  • Scope: No full tutorials unless the customer asks. No pressure selling (you may suggest helpful options if relevant).

Do not call if

  • They’ve already contacted Support, or

  • Their site is already live, or

  • They purchased a design service.
    → In these cases, send the welcome email only and disposition as “Welcomed—Email Only”.

Key Talking Points (hit these quickly)

  • Use their name (twice if natural).

  • Welcome to PhotoBiz/Zibster.

  • Passionate Support, US-based in North Carolina.

  • Hours: Mon–Fri, 9 AM–6 PM ET.

  • How to reach us:

    • PhotoBiz: 866-463-7620

    • Zibster: 844-353-3412

    • Live Chat: from their account dashboard

  • Close: “We’re here for you whenever you’re ready.”

Micro-Scripts

Live Call (≤30s)

“Hi [Name], this is [Your Name] with PhotoBiz/Zibster. I just wanted to personally welcome you and let you know our US-based Passionate Support team in North Carolina is here if you need anything. We’re available Mon–Fri, 9–6 ET at [number], or you can chat from your dashboard. Anything you want help with today, or would you prefer to reach out when you’re ready?”

If they’re busy / not ready:
“No problem at all! I’ll send a quick email with our contact info. Reach out anytime—we're happy to help.”

Voicemail (≤25s)

“Hi [Name], this is [Your Name] with PhotoBiz/Zibster. Welcome! Our US-based team is here to help Mon–Fri, 9–6 ET at [number], or live chat from your dashboard. No action needed—just know we’ve got your back. Have a great day!”

Voicemail do/don’t: Don’t include account specifics or sensitive info. Keep it friendly and brief.

Step-by-Step Process

Check the Welcome Queue (Intranet)

Tickets auto-assign to balance workload. If you have downtime and another agent has unworked welcome tickets, it’s okay to grab some.

Review Customer Details

Open the ticket → confirm account, location, and phone.

  • If outside US/Canada → skip call, send welcome email, disposition Welcomed—Email Only.

Confirm Time Window

Check the customer’s local time. Only call after 9:00 AM local; if it’s before 9 or a holiday, move to next business day.

Quick Site Check

From the ticket, open their site:

  • If already live or they’ve contacted Support already → send email only; disposition accordingly.

Light Touch Improvements (optional, max 2 minutes each)

  • Logo: If obvious extra padding, save a copy, trim, and re-upload in Branding for a cleaner look. Keep originals.

  • If there's a logo, use https://favicon.io/favicon-converter to upload a version of the client's logo and upload it as a favicon in the branding section. 

  • Placeholders: If customer images exist but placeholders show, remove placeholders to surface their uploads.

Don’t redesign layouts or make style changes. If anything is non-trivial, leave a note instead.

Place the Call

  • Answered: Deliver the micro-script. Provide help only if asked. Avoid screen-share or deep dives unless they request it.

  • No answer: Leave voicemail (above) and send the matching Welcome Email template.

Contact Info (for your reference)

  • PhotoBiz: 866-463-7620

  • Zibster: 844-353-3412

  • Support Hours: Mon–Fri, 9 AM–6 PM ET

  • Live Chat: customer dashboard

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