Indeed, the role of customer support is not as simple as it sounds and it can instantly become daunting or complicated for chat agents especially if you get a swarm of unhappy customers.
It's true that for live chat agents, multitasking becomes the nexus of achieving success, as some customers are on the verge of falling out with frustration and require responses within seconds of starting a chat!
Over the years, the definition of the best customer service has changed, as live talk agents have realized that they need to be more strategic while responding to multiple chats at once.
There are several ways to strategically take up your customer support endeavors, and one of them is using impactful customer support scripts to deliver immediate and impactful responses right when customers begin sharing their negative feedback about the brand.
After all, the metrics of a good-quality customer support chat solely depend on its resolution and its turn-around time.
Do Customer Support Scripts Enhance The Productivity of Live Talk Agents?
Off-course, and especially when you're responsible for taking multiple live chats exclusively since you can get any type of inquiry at any time of the day. It's important for live chat agents to speed up the process by using empathy-infused customer support scripts to address scenario-based responses. This saves time and enhances their productivity of the live-talk agents amid keeping all visitors engaged.
Using canned responses also emphasizes that you're sending pre-checked messages to the right customers with maximum efficiency. By doing so, top bpo services online have observed a relatively higher productivity levels in their chat support service.
Use These 11 Impactful Customer Support Scripts To Empower Your Live Chat Strategy:
1) First-Message Exchange (A Conversation Starter)
A short introduction with a clearly-defined goal is a great way to get in touch with your customers.
You can start by stating "Hello, this is "Name of the Agent". I'm here to help. How can I assist you, today"?
2) When A Returning Customer Lodges A Complaint:
Hello, this is "Name of the Agent". I see you've lodged a complaint again. Are you still facing the same issue as before? Please enlighten me accordingly.
3) When A Customer Has Shared The Issue Before Joining The Live Chat:
There's a wide-ranging possibility that some customers use pre-templates to enter the chat session later on. In this case, affirming to their query in the first place is a great live chat practice.
You can write, "Hello, this is "Name of the Agent", I see you're reaching out to me regarding "State the Problem"". I'd try my best to help you in this regard.
4) When Customers Need Resolution In A Rush:
If the customer is in a rush, you can affirm to providing a quick resolution but at the same time, a good live chat practice is in buying time from customers by informing them at utmost.
You can write, "Hello, this is "Name of the Agent", thank you for sharing your problem/issue with us. Please give us 2-3 minutes to check in on your case and get back to you". Your patience would be appreciated."
5) When You Require Specific Details From A Customer Case:
You can simply prompt them with the following statement: "Can you please provide me (Specific Information) so that I can look into your case?
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6) When A Customer Needs To Be Redirected To A New Department:
It's possible that some customers may come with complaints regarding refunds, exchanges, or require ETA status. In this case, forwarding their query to a relevant department would be a smart move.
If you go about such customers and can't solve their issues, you may respond with: "Thanks for sharing your concern, I see that one of our other departments is readily better in helping you in this case. Please wait as I connect you with them now."
7) When You Require A Team Leader To Provide A Resolution:
Not all cases would come to you with equal complexity. In fact, some have added sense of urgency when it comes to live chat support and require an intervention from a higher authority.
In this case, forwarding the chat to your team leader would be ideal for you and your customer.
You can respond with: "I checked the issue you're facing and need to escalate it to a higher authority at our end. Please wait while I transfer your chat to my senior manager/ team lead and they will provide a resolution."
8) When The Customer Is Infuriated With The Issue:
A customer who is enraged with the issue/problem requires a good level of reassurance from the company. In this case, you can respond to them by stating:
"I apologize for your poor experience with our product/service. I see you're having issues with it and will try my level best to resolve it. Your cooperation at this moment will be very much appreciated. Can you share more details about the issue you're facing? "
9) When There Is Delay In Responding To Your Customer:
When there's an apparent delay in responding to your customer issues, it's better to apologize to suppress their resentment for the brand. In such scenarios, you can respond with: "We largely apologize for the delay caused in responding to your case. I understand the issue you're facing is bothersome and requires an immediate resolve.
Your case has been escalated on high priority and will be responded with a resolution as soon as possible. Besides this, Is there anything else I can help you with?
10) When The Customer Issue Is Resolved:
A good live-chat practice is to infuse the "YOU" factor even while receiving appreciation from your customer. This strikes a chord with them and make them project a collaborative spirit between themselves and your brand. It also helps to inspire an idea that by working together, even complex issues can be resolved instantly.
You can respond to an appreciation message by stating, "Thank you so much for your cooperation and patience during the resolution of the issue. We are happy that your problem has been resolved! I hope you have a delightful experience with our products and services again. Let us know if you have any feedback to share.
11) When A Customer Can't Find The Desired Product To Order:
You can respond to them by stating: "Hi there, thanks for getting in touch. I see you're looking for a certain product and I'm attaching its link here "Provide Direct Link" so that you can place an order. If you still fail to do so, I'm here to assist you!
TO CONCLUDE:
In conclusion, the use of customer support scripts is crucial for live chat agents in the BPO industry. These scripts not only increase efficiency and consistency but also contribute to improved training and a better overall customer experience. By implementing customer support scripts, BPO companies can ensure that their agents are well-equipped to provide top-notch service to customers.
Scripts also serve as valuable training tools for new live chat agents. By following predefined scripts, agents can learn best practices and develop their communication skills more effectively.