The behavior of the support operator in the chat with the client
Hello and welcome to our blog post about live chat phrases that can help your company stand out! As a provider of jedidesk.com, we know firsthand how important it is to engage with your customers in a meaningful way. So, without further ado, here are some live chat phrases that can help you make a lasting impression.
Correct examples
- “How can I assist you?”
This simple phrase is a great way to start a conversation with a customer. It shows that you’re available and ready to help them with whatever they need. Plus, it’s polite and professional, which can go a long way in making a positive impression.
Customer: “Hi, I’m having trouble with your product.”
You: “Hi there! How can I assist you?”
- “I’m here to help.”
Similar to the first phrase, “I’m here to help” is a great way to let your customers know that you’re available and ready to assist them. It’s also a great way to build trust and rapport with your customers.
Customer: “I’m not sure how to use this feature.”
You: “No problem! I’m here to help.”
- “Let me make sure I understand your question.”
Sometimes, customers may not be clear about their question or issue. In these situations, it’s important to clarify their question or issue before providing a solution. Using this phrase can help you ensure that you’re addressing the customer’s actual concern.
Customer: “My account isn’t working.”
You: “Let me make sure I understand your question. Are you having trouble logging in or accessing certain features?”
- “I’m happy to look into this for you.”
Customers appreciate when companies go above and beyond to help them. Using this phrase shows that you’re willing to take the extra step to resolve their issue. It also conveys a sense of positivity and enthusiasm, which can make a great impression.
Customer: “I’m having trouble with my order.”
You: “I’m happy to look into this for you. Can you please provide me with your order number?”
- “Thank you for bringing this to our attention.”
Sometimes, customers may reach out with complaints or negative feedback. While it may be tempting to be defensive or dismissive, it’s important to acknowledge their concerns and show that you’re taking them seriously. Using this phrase can help diffuse the situation and show that you value their feedback.
Customer: “Your product is terrible and doesn’t work.”
You: “I’m sorry to hear that. Thank you for bringing this to our attention. Can you please provide more details about the issue you’re experiencing so we can investigate further?”
- “Is there anything else I can help you with?”
Ending a chat with this phrase is a great way to ensure that the customer is satisfied with the resolution of their issue. It also shows that you’re willing to go the extra mile to assist them.
Customer: “Thank you for your help!”
You: “You’re welcome! Is there anything else I can help you with?”
Bad examples
As much as using the right live chat phrases can help your company stand out and make a positive impression, it’s also important to be aware of phrases that can damage your company’s reputation. Here are some examples of live chat phrases that you should avoid:
- “It’s not my job.”
This phrase can come off as dismissive and unhelpful. Customers want to feel like their concerns are being taken seriously and that they’re speaking to someone who is invested in finding a solution. Using this phrase can make it seem like you’re not willing to help them and can damage your company’s reputation.
Customer: “I’m having trouble with your product.”
You: “It’s not my job to fix your issues. You should contact customer service.”
- “That’s not possible.”
Customers want to feel like their concerns are being heard and that solutions are possible. Using this phrase can make it seem like you’re not willing to explore solutions or that you’re not knowledgeable enough to find a solution. This can damage your company’s reputation and make customers feel like they’re not valued.
Customer: “Can I get a refund for my purchase?”
You: “That’s not possible. We have a no-refund policy.”
- “You’re wrong.”
Telling a customer that they’re wrong can come off as rude and dismissive. Even if the customer is mistaken or misinformed, it’s important to approach the situation with empathy and understanding. Using this phrase can damage your company’s reputation and make customers feel like they’re not valued or respected.
Customer: “I was told that your product comes with a free trial.”
You: “You’re wrong. We don’t offer free trials.”
- “I don’t know.”
While it’s okay to admit that you don’t have an immediate answer, using this phrase without any follow-up or solution can make it seem like you’re not invested in finding a solution. Customers want to feel like they’re speaking to someone who is knowledgeable and competent. Using this phrase can damage your company’s reputation and make customers feel like they’re not valued or respected.
Customer: “Can you tell me how to use this feature?”
You: “I don’t know.”
Summary
In conclusion, using these live chat phrases can help your company stand out and make a positive impression on your customers. By being polite, professional, and helpful, you can build trust and rapport with your customers and provide top-notch customer support. Thanks for reading, and happy chatting!
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