MENU

HOME   |   MODULE 1   |   MODULE 2   |   MODULE 3   |   MODULE 4   |   MODULE 5   |   MODULE 6   |   MODULE 7   |   MODULE 8   |   MODULE 9   |   MODULE 10   |   MODULE 11   |   MODULE 12   |   MODULE 13

Training Guide: Welcome Calls

Purpose of Welcome Calls

Welcome Calls are designed to create a quick, friendly first connection with new PhotoBiz or Zibster customers and set them up for success using the AI Website Builder.

Primary objective
Make sure the customer knows live support is available and understands the fastest path to getting their website launched.

Your goals are to:

  • Welcome the customer with a warm, personal touch

  • Reinforce that live, US-based Passionate Support is always available

  • Make sure the customer knows how to get help launching their website, including:

    • Using the AI Website Builder

    • Connecting and launching with their domain name

  • Confirm the customer has not skipped the AI Website Builder, and understand why if they have

Quality Matters

Welcome Calls are meant to be short, but they should never feel rushed. Take the time to review the account and ticket history before contacting the customer.

A strong first onboarding experience reduces:

  • confusion during setup

  • repeat support issues

  • cancellations during the first few weeks

The better we onboard customers early, the more likely they are to stay active and successfully launch.

Important
This is not a training session and not a sales call.

Key Positioning for the AI Website Builder

  • The AI Website Builder is the fastest way for customers to get a complete website started

  • It removes much of the manual setup and helps customers launch sooner

  • Support is available to:

    • Answer questions while customers use the AI Builder

    • Help them move forward if they feel stuck

    • Assist with launching their site and connecting their domain

If a Customer Skipped the AI Website Builder

  • Ask why in a friendly, curious way

  • Do not assume they didn’t understand it

  • Use the opportunity to highlight how much time and effort it can save them

Call Parameters

Who to Call

  • US and Canada customers only

When to Call

  • Same or next business day after signup

  • Monday calls cover weekend signups

  • Call only after 9:00 AM in the customer’s local time

  • Skip company holidays

Attempts

  • One (1) phone attempt only

  • If no answer: leave a voicemail and send the Welcome Email

Call Length

  • Keep the call 5 minutes or less

Scope

  • No full tutorials unless the customer asks

  • No pressure selling

  • Focus on guidance, reassurance, and next steps

Do not call if

Do not place a Welcome Call if:

  • The customer has already contacted Support and the issue is actively being worked

  • Their site is already live

  • They purchased a design service

Instead:
Send the Welcome Email only. 

Welcome Email

Key Talking Points (hit these quickly)

  • Use the customer’s name (twice if natural)

  • Welcome them to PhotoBiz or Zibster

  • Mention Passionate Support, based in North Carolina

  • Briefly introduce the AI Website Builder

  • Confirm whether they’ve started or skipped the AI Builder

  • Let them know we can help:

    • Use the AI Builder

    • Launch their website

    • Connect their domain name

  • Support 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 with reassurance:
    “We’re here whenever you’re ready.”

Micro-Scripts

Live Call (30–45 seconds)

“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 to help as you get your website launched.

I also wanted to check in—have you had a chance to start using the AI Website Builder yet, or did you skip that step?”

If they’ve used the AI Builder:

“That’s great! It’s the fastest way to get your site built. If you need help finishing up, launching, or connecting your domain, we’re here for you.”

If they skipped the AI Builder:

“No problem at all—do you mind sharing what made you skip it? We’ve found it’s a huge time-saver for most customers, and we’re happy to help you use it if you’d like.”

If they’re busy or not ready:

“Totally understandable. I’ll send a quick email with our contact info. Reach out anytime when you’re ready—we’re happy to help.”

Voicemail (25 seconds or less)

“Hi [Name], this is [Your Name] with PhotoBiz/Zibster. Welcome! I wanted to let you know our US-based support team is here to help you get your website built and launched, including using our AI Website Builder and connecting your domain. We’re available Monday through Friday, 9 to 6 Eastern, at [phone number], or via live chat from your dashboard. Have a great day!”

Voicemail reminders

  • Do not include account-specific or sensitive information

  • 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 see unworked Welcome tickets, it’s okay to grab them

Review Ticket History

Before doing anything else, review the full ticket history on the account.

Look for:

  • Any previous Welcome emails sent from the ticket

  • Any previous Support interactions

  • Whether the customer has already received assistance

  • Any unresolved or ongoing issues

If there is an active Support issue:

  • Do not place a Welcome Call

  • Send the Welcome Email only

Review Customer Details

  • Open the ticket

  • Confirm account, location, and phone number

  • If the customer is outside the US or Canada:

    • Skip the call

    • Send the Welcome Email

Confirm Time Window

 

  • Check the customer’s local time

  • Only call after 9:00 AM local time

  • If it’s a company holiday, move the call to the next business day

 

 

Website Progress Check

Open the customer’s website from the ticket and review:

  • Has the AI Website Builder been started or completed?

  • Has any content been added?

  • Are there visible signs of progress?

Use what you see to:

  • Tailor the conversation

  • Avoid asking questions the site already answers

  • Better understand whether they may need guidance or reassurance

If the site is already live:

  • Send the Welcome Email only

Light Touch Improvements

  • Optional polish only—do not spend more than a few minutes total.

    You may:

    • Logo cleanup:

      • If there’s obvious extra padding, save a copy, trim it, and re-upload it in Branding

      • Always keep the original file

    • Links & footer:

      • Check site links and footer for correct location information

    • Placeholders:

      • If customer images exist but placeholders are still visible, remove placeholders to surface their uploads

    Do not redesign layouts or make style changes.
    If anything is non-trivial, leave a note instead.

Place the Call

  • Answered:

    • Deliver the micro-script

    • Confirm AI Website Builder usage

    • Offer help with launch and domain setup

    • Avoid deep dives unless requested

  • No answer:

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

← BACK TO TRAINING HOME
CLOSE