January 3, 2024

10 Popular Live Chat Responses for Customer Support

Live chat support is one of the best and most important online service options for a customer who needs assistance right away since it combines real-time interaction with the capacity to share links, gather information, and save a complete transcript for future review. While setting up live chat support is easy, it takes careful planning and work to make live chat a long-lasting component of your customer care strategy. Pre-written live chat responses simplify the process even further and make it more efficient.

By using the right pre-written scripts, you can give all customers a consistent experience and resolve their questions appropriately.  If you want to find out the role live chat plays in customer support, the benefits of pre-written scripts, and 10 of the most popular responses for live chat teams, you’re in the right place!

We’ll also go over some of the industry’s best practices and biggest mistakes so that you know exactly how to implement your live chat strategy to achieve the results you’re after.

The Role of Live Chat in Customer Support

Does your website need a live chat? Live chat in customer support plays a number of crucial roles to ensure your customers have pleasant experiences. Firstly, it gives customers real-time assistance, allowing them to resolve their issues efficiently. This is more accessible and convenient when compared to waiting on the phone for hours. 

Live chat also provides clarity and efficiency as this makes responses more accurate, detailed, and carefully thought out. 

Customer care representatives can manage several discussions at once with live chats, which lowers labor expenses per engagement. Therefore, live chat is a more cost-effective solution for customer support. 

Personalization is another major factor to consider. Customers might feel acknowledged and understood when agents use consumer information to customize recommendations and responses.

Lastly, live chat is suitable for various platforms, such as social media, websites, and more. Thus, it’s quite easy to integrate. 

Benefits of Using Pre-written Scripts

Research has proven that most customers have a better or more improved experience when they get effective assistance from a customer support agent. Positive live chat script design essentially involves crafting messages based on various scenarios in which agents must interact with clients. 

Pre-written chat scripts and templates offer the following benefits:

• Helps you to use the right tone of language: With the use of pre-written live chat scripts, all agents stick to the company’s culture and tone of language, ensuring their clients are satisfied and have a sense of familiarity when dealing with different agents. This helps increase customer satisfaction and loyalty. 
• You give customers faster responses: Pre-written answers to frequently asked questions speed up the resolution process with prompt responses and increase client satisfaction.
• Different customers have a similar brand experience: Pre-written scripts facilitate the delivery of a consistent brand messaging experience to website visitors or customers. Positive word-of-mouth from consistent experiences is a vital component of brand development.

If you’re running a small business, check out some of these additional benefits of live chat.

10 Popular Live Chat Responses for Customer Support Teams

You need clear customer support chat scripts to provide excellent customer service. Here are 10 popular live chat responses examples for customer support teams:

• Live Chat Greetings

You want to ensure you set the tone for a positive conversation and create a good first impression. Some great pre-written live chat greeting examples include:

1. Welcome to “Business Name.” How can we help you today?

• Live Assistance Requests

In certain situations, real-time client engagement is necessary to improve understanding and provide immediate solutions. To give your customer an in-person experience, live support in the form of video chat requires access to their screen to diagnose the problem and point them in the right direction.

Working with your clients makes in-person interactions more personalized and increases client satisfaction. A pre-written script you can use to request a video chat is:

2. Can we start a video chat to better identify the problem you’re dealing with?
3. We’re having a problem diagnosing the issue. May we start a video chat to figure out the cause of the issue?

• Sales Follow-ups

When done correctly, sales follow-ups can increase conversion rates and produce sales leads. To improve the effectiveness of your sales follow-up, try out the following live chat script:

4. Hi, “customer name.” What brings you to our website today?

• Apologies

It can be challenging to decline a customer’s request when you’re trying to resolve their issues. Regrettably, there are instances where you can’t help someone because of your company’s policy, and they get angry. Here’s how to respond:

5. We’re sorry about the problem you’re facing. Let me speak to my manager and get back to you as soon as possible. 
6. May I recommend “solution.” This will be better suited to your requirements. 

• Transferring Customers

It’s okay if you don’t always have the exact information the consumer is searching for. However, when you’re unable to provide clients with the information they need, you may need to transfer their chat to the correct person without making them wait too long. Here’s how:

7. Please hold for a moment while I transfer you to the appropriate agent.

• Requesting More Information

To do your work properly, you might need more information. Make sure to request information in a manner that makes your customers feel comfortable:

8. May I please request “additional information” before continuing? It will make the process smoother. 

• Discounts and Promotions

You’re more likely to achieve a sales conversion when you initiate a chat by sending a proactive message detailing the discounts:

9. Hi! We’re currently offering a discount on “product/service.” Would you be interested in taking advantage of this?

• Saying Thank You

It’s vital to end conversations professionally and courteously. Here’s how to wrap up your chat:

10. Thank you for visiting our page. We hope to hear from you again. Have a wonderful day. 

Best Practices and Mistakes to Avoid when Using Scripts 

You may argue that live chat is the most difficult support channel to perform effectively. This is because typing takes time, and you can’t just put someone on hold. Therefore, you need real-time delivery. You want the same accuracy and personality as email, but it’s difficult to remember an edge-case inquiry or to quickly find the perfect GIF when you’re in a hurry.

Ultimately, there are things you should and shouldn’t do when you have a live chat customer support channel. These are some best practices for live chat, along with some mistakes you want to ensure you don’t make:

• Choose the right platforms and functions to offer live chat support. 
• Don’t speak to customers like a robot. 
• Make your live chat hours clearly visible and stick to them. 
• Don’t bite off more than you can chew – focus on giving sufficient attention and focus to each customer. Avoid adding too many clients to your queue, as you might not be able to assist each one fully and appropriately. 
• Train your customer support team adequately so that they know how to speak to and assist customers. 
• Discuss with your team and make use of all the reports at your disposal to determine what is functioning properly and what could use an adjustment here and there.
• Don’t drop your customers without solving their problems or giving them their next course of action. 
• Take breaks when you need to so that you can refresh yourself and offer your best services to customers.  

Conclusion

Beyond just giving customers the right information, excellent customer service aims to help them achieve their goals. With the correct live chat software, such as Chatway, you can provide the best support to customers and visitors. Chatway is the ideal chat platform if you’re looking for an efficient and effective way to make use of these popular responses. Get started with Chatway today.