5 Live Chat Important Phrases That Need To Be Added To Your Canned Messages
By Jaime S.
- 28 June 2018

Delivering great customer service isn’t so easy as many of us may think. It actually needs a lot of deep understanding of what your business focus is and the type of customers you’re dealing with. Perhaps, if you have some experience with customer service related jobs, you might know that it all comes to the emotions, hidden needs and the efficiency you take to address issues.

So today we are focusing on the importance of the content you’re using to communicate with your customers. This is key to create a great customer service relationship.

We have listed what we believe are the most important topics that we must bear in mind when creating canned responses, macro messages or shortcuts whatever you want to call it.

If you don’t know what these are, don’t worry. Canned messages are basically prepared answers that offer your employees to answer quickly any questions with your customers. So if you consider this, having a list of this prepared messages can increase your customer service efficiency allowing you to provide a faster chat experience.

Here are 5 common canned responses to save you time and you can use them as a reference to create your own templates.

1. Greeting

Within a business environment, a greeting should be ideally beginning with something like 'Good morning' or 'Good afternoon'.

  • 'Good morning, My name is... how may I help you?'
  • 'Good afternoon, I'm... how can I help you today?'
  • 'Good morning/afternoon! Welcome to (Company Name). My name is... How may I help you today?'

Whenever you receive a chat, the first thing you should do is greet and make them feel welcome. You can either choose to go formal or informal, up to you. However, remember to don’t forget including your name since this personalized more your interaction with your visitor.

  • 'Hi there, how can I help you? :)'
  • 'I'm..., Is there anything I can assist you with?'

Try to make sure to use a message that sound natural for your visitors, remember we are all human therefore we should treat them as so. Another tip, be empathic, show with your messages that you’re happy when they visit your website or are part of your business.

2. Confirmation Request

Every time you get a new visitor or customer signing in a chat, they usually type in the description what the reason of contact should be. So before we start the conversation, we should confirm what the real question or problem is. Here are some ideal questions.

  • '(Customer Name), thank you for reaching out to us. We have received your message regarding... We're working on... And as soon as we... We'll keep you informed'
  • '(Customer Name), I understand you need help with …I will be more than happy to assist you…'

If the customer issue isn't clear to be afraid to ask.

  • '(Customer Name),… I see you're having problems with… Is that right?'
  • 'Could you please let me know what the problem is in order to assist you?'

Always remember to confirm what the problem is so you can avoid wasting your time and your customer time as well.

3. Pause time

While working as a live chat agent there will be a time where maybe you don’t know the exact answer to the question. Or you need to double check the information before confirming it to your customer.

  • '(Customer Name), I'm checking this for you… please don't log off of the chat'
  • '(Customer Name), we are working on this matter for you… I will be back in a second'
  • 'Sorry (Customer Name). This is something I rather confirm before, so do you mind waiting for a minute?'
  • 'I will contact our department in charge of that and get back to you as soon as possible. Is that ok with you?'

4. Prices, Plans or Procedures

Whether you’re selling something or supporting something, there’s always information that stands on behalf your product or brand. Typically when we have customers asking the same question over and over. We understand to save time it’s better to create a canned response about it.

  • 'Thank you for contacting us! we offer a vast list of protection plans that I’m sure you’d be interested in. With regards to your description, I’d highly recommend this plan… (explain plan benefits)... Let me know if that sounds good to you'
  • 'Correct, our price for this product is… However, since we value you as a faithful customer we are willing to give you a discount of 20% for the item... Do you wish to process the order with credit card or PayPal?'
  • '(Customer Name) thank you for contacting in regards to this matter, please check this article since it explains exactly how to fix the issue you’re currently experiencing. (link) I’ll be here if you have any doubts.'
  • '(Customer Name) please make sure to follow this guidance (link) and let me know if you have any questions by replying to this chat or my confirmation email that will be sent to you once we end this chat session'

5. Resolution

Once you have resolved a customer issue or concern, it’s important to indicate it and make sure is like that. For instance; if we try to avoid confirming this we can lack in resolution during the first contact provoking the customer to come back with the same issue. This will create duplicate tickets and have the customer doing through all the issue explanation again.

  • '(Customer Name) have we resolved all of your questions? or is there any other concern that we can help you with?'
  • 'Thank you (Customer Name) for reaching out to us again. Have we resolved all your questions/ concerns?'
  • 'Is there anything else I can help you with? If you have any questions, please don't hesitate in letting me know'

At this point, you can assure if the customer is indeed sure that all their questions have been answered therefore finish the chat. In addition, you can use this to send a canned response to the farewell.

  • 'Thank you for contacting us at (Company Name) We really appreciate your business and hope to continue with you.'
  • 'It has been a pleasure to help you today. Please come back to our live chat support at any time you need help! We are available 24/7.'

So with this, we end our article about 5 phrases ideas you should bear in mind when you decide to start creating your canned responses. There are perhaps other subjects that I might have forgotten to add. But I will probably use them for the next upcoming articles!

Following these advises will help you provide an excellent customer support experience.

Did you like what you’ve read? See how you can create your live chat shortcuts!

Jaime Soto


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