There’s no two ways about it: good customer service is hard work. It can be hard to strike a balance between helpfulness and efficiency when you have so many customers to assist.
But improving chat services doesn’t have to be difficult. Like how creating a great soup starts with a homemade stock, you need a quality base to deliver the kind of customer service that has people coming back for more.
Luckily for you, we’ve created 120+ ready-to-use scripts for 8 most common live chat scenarios, all from scratch. Training your live chat team to use the scripts will help you provide consistent and professional services in an efficient manner
The PDF version of the white paper is also available. You can download it to your local drive for future reference. Download PDF Version
How you say hello makes a world of difference. Starting on the right foot with a customer sets the stage for a positive chat, but a curt or unenthused greeting can put a client on edge. We all know the power of a great first impression, so use the scripts below to treat each new chat greeting like a real-life introduction.
It can be hard to say no—after all, your job is to help a customer and to be as positive as you possibly can, right? Unfortunately, there are times when a customer’s request is not in line with what your company’s vision.
If trying to figure out the right words to deny a customer’s request has you scratching your head, here’s a little known secret: don’t use the word “no.” It may sound tricky, but we’ve provided you with quality alternatives to soften the blow.
Things can get messy when you don’t have the information a customer needs on hand. Getting a customer to the right representative is crucial, but so is getting them there without any hiccups. Use the following transitions to smoothly deliver a customer to the appropriate team member.
Nobody likes being on hold, period. But as a customer support agent, you know that there are times when this is unavoidable, and putting someone on hold is crucial to delivering a quality solution. Handle your customer with grace and reassure them that they won’t be abandoned, and you’ll earn quite a few points in their book.
Collecting information is crucial to getting your work done and optimizing sales. But for an anxious customer, it could conjure up visions of an unethical agent running up their credit card on a faraway tropical island.
The key to asking for personal information is to establish trust. Handle your information requests seamlessly with the following scripts, and customers will know they’re in good hands.
Sometimes requesting a screen share is the best way to assist a customer. Unfortunately, it’s similar to stepping inside someone’s living room—a customer’s computer is a private space that may not be ready for visitors. But like a plumber or electrician, you need access a client’s personal space in order to fix his problem. Be patient with customers, and use the following scripts to earn their trust.
Reaching out to a customer proactively is a waste if you don’t have the right words. Like a sales associate in a department store, you want to strike a balance between helpfulness and respect. Whether you’re offering general assistance or pointing them in the direction of specific sales, you want to bring the most value to the forefront of your service. Try out the following lines when aiding visitors down the road to loyal customers.
Similarly to how you say hello, how you say goodbye is incredibly important. Fantastic service can be completely upended if a customer walks away with a negative last impression. You want your customer to log off not only satisfied with their service, but with the politeness of the agent they worked with. Wind down the conversation with these choice scripts.