In live chat communication, the use of predefined or canned responses can help to speed up the chatting process. However, agents should be careful when using this feature as if wrongly used may make the live chat session sound mechanical resulting in a bad experience for your website visitor. There is an old saying that you cannot bake all the bread in one oven. The moral of this statement applies to the use of canned messages in a live chat session. While using it, you have to make sure that it is unique and complements your business purpose. At his punt of time, you may already have a clear vision of the auto-generated responses that you need to implement in your live chat application. However, for the sake of convenience let us take into consideration some scenarios that will prove helpful in the creation of live chat responses examples for your live chat operation.
1- Live chat greeting messages
Live chat applications that are available today come with the feature of automatically respond a chat with a customized message. It can be invaluable for your team in saving time and generating accurate responses. Further, it renders greater convenience to customers through well-directed instructions on how to proceed with the chat session. You can greet your customers, thank them for contacting your customer support chat, and ask how you could help. You can use the following greeting message examples:
For new visitors, you may use:
Hello! Welcome to *businesses name*, and thank you for visiting our site. How can we help you today?
For repeat visitors, you may use:
Welcome back *name*! It is great to see you again. What can we do for you today?
Well, it is now clear how you can start your conversation that will help you in solving customer issues faster or facilitate lead generation.
2- Empathize with your customer
Empathy is an important skill that every customer support professional should develop. Empathizing customer’s situation will increase the odds of having a good outcome. With an empathetic gesture, you can draw the customer’s attention in fixing the problem rather than going about making the complaint alone. It becomes important to design a canned response that will make the customer feel that the support agent understands the customer’s viewpoint and is willing to help. When a customer is presenting an issue with your service or product, an ideal canned response example could be:
We understand how you feel; we are very sorry. We are going to take care of this for you right now.
3- Setting expressions and standard phrases
Adding some standard phrases or setting expressions to separate a group of canned responses can be helpful in the course of training your new live chat operators. Moreover, it will help them to choose the appropriate expression. Too much of good stuff is bad stuff. Using the same expressions frequently will make the customer feel that he or she is chatting to a bot. You need to take into account your customer’s personality and set the tone of conversation accordingly. Consider a scenario where you have to say not to the customer if you are unable to meet the request. A straight no will sound rude. The refusal has to be empathetic with a positive expression. For instance:
We apologize, but at this time we are unable to meet that request.
4- Writing canned responses that work
Having read some of the canned messages for live chat, you must be thinking of the occasions when you got it wrong. Probably it was not up to the mark. The truth is most companies do not frame their canned messages with care. The perfect canned reply will not sound canned at all. You need to remember that it has to be tailored made that is capable of giving your customers the best experience possible. If the customer wants a prompt solution to your problem, then you can design a response to recommend a solution. For example:
I feel that the best way to solve your issue would be *solution*
Live chat agents are recommended to keep every session with customers short and brief. Therefore, if you have to request for additional information for solving an issue, there are many ways you can ask for clarification politely. For example:
May I ask for some more information before we continue?
There could be a situation where you need to request the customer to share his screen share for assisting the customer in the best possible manner. It may sound a little awkward, as the computer is something very personal. However due to professional reasons if you have to view the visitor screen to solve his problems, then you need to have patience with the customer and consider using this response template for getting their confidence.
Based on the information that you have given we are having a little trouble getting to the root of this issue—will you kindly let us access your computer remotely so that we can find out what’s going on?
5- Upbeat sales chat
Unless you make the right selection of words, it will be wasteful to reach out customers proactively. The bottom line is to hit a subtle balance between being respectful and helpful. Regardless of whether you are pointing customers in sales specific direction or providing general assistance your supreme objective is bringing the optimum value of your offered service upfront. If you are having the ambition of converting visitors to loyal customers, consider the following lines in you caned message. For instance, if you have to review an option:
Excellent choice. We are confident that this option will certainly make you happy.
If the customer needs help
You have been inactive for a while. If you have any questions or facing any problem, please feel free to use our live chat service.
6- Ending a conversation
How you end a live chat session with a customer is quite important. Remember that all your good work will not reap the ideal outcome is the customer goes away with a negative impression. Politeness of the agent is an indispensable part of excellent customer service. Therefore, you can create a canned response to finalize the conversation with this script:
Thank you for using our live chat service, and we hope to hear from you again! Goodbye!
Canned responses complement chat engagement through striking a fine blend of efficiency and helpfulness particularly when there are plenty of customers that you have to attend in a limited period. Fortunately, canned messages can be instrumental in improving the chat service. Well-designed canned replies improve the bottom line and quality base of your chat service that will make people visit repeatedly.