5 Live Chat Important Phrases That Need To Be Added To Your Canned Messages
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 down to the sentiment, the hidden needs and the effort you put into addressing issues.
So today we are focusing on the importance of the content you’re using to communicate with your customers. This is the key to creating 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 are there to assist your employees in addressing customer questions promptly. 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 ideally begin 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 choose to use either formal or informal language, this is up to you. However always, remember to include your name since this personalizes your interaction with your visitor more.
- 'Hi there, how can I help you? :)'
- 'I'm..., Is there anything I can assist you with?'
Use messages that sound natural to your visitors; you should not sound like you are giving out mechanical orders. 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 begin with providing a description of the reason why they are contacting you now. 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 you have difficulty understanding what the issue really is do not 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's 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'd rather confirm before I give you an answer first, 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 or supporting something, there’s always information that stands on behalf of your product or brand. Typically a number of customers will most likely ask the same questions so, in order to save time, canned responses have to be created for cases like that.
- '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 regard 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 a customer issue is resolved, it is important to leave no room for misunderstanding. Your customer should understand this is indeed the proposed solution to this concern and that it is final. If, for example, you provide no final confirmation then the customer may think his issue was not resolved during his first contact with you so he may come back with the same issue. This will create duplicate tickets and the customer will have to go through the whole explaining process 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, make sure your customer has no doubts about the fact that his questions were answered, so then you can end the chat. On top of that, you can send a canned response as a farewell note.
- '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.'
On this note, we conclude our article about the 5 phrases ideas you should bear in mind when creating your canned responses.
By following this advice, you will succeed in providing an excellent customer support experience for everyone.
