8 templates for messaging to make customer service a breeze
Live chat can be a cost-effective customer support instrument that will help you reach more customers and better your business. Learn how to use it in this guide.
Customer messaging probably takes way less time and fewer resources than you'd think.
You don't need to spend all day hanging around in a DM in hopes of solving your customer support woes, and you don't need complicated and expensive software with innovative capabilities to achieve it as well.
Learn how and why to turn live chat messaging into your customer service's ace in the hole, plus eight free customer support templates to handle the most common issues with customer service via live chat.
Live chat with customer support is available on all plans, not just the basic plan. Try it now.
Live chat can improve your customer support and customer experience
Utilizing a live chat message platform for your site means that you do not have to manage several third-party programs to interact with your visitors.
True, WhatsApp, Facebook, and WeChat are some of the most well-known messaging applications that allow you to connect with specific customers.
However, the most popular apps won't necessarily be the most popular among your intended audience.
In particular, Facebook is quite famous within North America, WeChat is popular in China And WhatsApp is popular all over all over the world.
Ergo, using Facebook isn't likely to provide positive experience if most of your clients are located located in South America. And WeChat might not be the best choice for customers who reside on the continent of North America.
None of these alternatives trump providing live chat messaging directly through your site.
Why? Because when you offer live chat on your website existing customers, loyal clients, new customers, as well as future customers across the world are able to connect with your support team regardless of the app they prefer.
A study conducted of Rescue Time found that knowledge workers get only two hours and 48 minutes of productive time each day.
It is a good thing that live messaging's synchronicity means you can block off time for deep work without checking your email on a regular basis or risking on the level of customer service.
Customers may also have more in-depth questions using live chat messaging than on other platforms. This is a channel that's private between your company and its customers, which allows you to develop stronger customer relationships and great customer support.
In reality, it requires more than one following-up email to maintain the loyalty of your customers.
Research found that only 20percent of firms have the ability to respond to questions from their customers the first attempt.
Through a live chat message tool, you'll be able to ask additional questions regardless of if you're talking to your client live or responding to messages that are only a few hours ago.
What's more, messaging promotes the satisfaction of customers by giving them more control of their communications as they have access to previous messages they've sent to your business.
It is not only good customer service practices, but it also makes customers feel valued and respected.
There's been many of us caught in a situation where a company didn't acknowledge our support request with an email reply or if our requests "weren't accepted".
In fact, SuperOffice found that an alarming 62% of businesses do not respond to customers' email support and requests for assistance by sending a follow-up support email.
In addition, 90.5% of businesses don't even acknowledge when they receive an email from a client, neither.
The perfect recipe for angry customers, right?
There's a silver lining However, there's a silver lining.
This missed mark gives creators and their customer service teams (even when it's just a team consisting of just one) an opportunity to differentiate their own apart with an open and transparent platform for messaging, where customers can see their history of communication with your business.
It is impossible to forget emails or missed connections (or unhappy customers) when everyone is all on the same page each and every time.
Additionally, messaging (obviously) provides you with the chance to address your client's needs immediately and at the very least, during business times.
Today, getting a timely response to a support request is crucial particularly when you consider that a whopping 90 percent of customers consider an instant response as important or very crucial when they ask questions about customer service.
This is to say that with live chat, the customer doesn't have to wait for several business days before you respond to customer concerns or tend to support requests. In fact, what customers expect -- and your capability to satisfy that expectationcan be met more quickly.
These are some amazing things for the customers' experience (CX) which it has many more stunning outcomes to your business' bottom line.
So much so that 65% of American customers found that a positive customer experience was more important than outstanding advertisement.
On top of that, 75% of customers say they would like more human interaction from brands.
Plus, 73% of customers believe that CX is a major factor when making purchases.
And yet, despite that, half of all people reported that companies do not live up to in their expectations regarding CX.
The opportunity is there and this is an opportunity that which your competition isn't capturing nearly enough.
As for how to seize this opportunity for yourself, the easiest way to use messaging for CX is to be available to answer product questions.
As an example, Nisolo's messaging tool allows a customer to ask a question about a particular product prior to committing to purchasing.
It is crucial because consumers usually conduct research before purchasing an item that is new. It is common for them to utilize a mix of word-of-mouth recommendations review from customers, reviews from other customers, as well as product reviews, the latter two types of reviews are often available on Google in order to make an investment.
Therefore, personally responding to additional questions is a simple but effective way of helping the consumer make a choice and affect their impression of your business.
Let's look at a hypothetical scenario:
Imagine you're offering a class about micro-influencers via an online platform, and your customer asks a question about it.
Once you have answered their questions and learning about the specific requirements of their customers You can suggest them to purchase another product rather than.
To increase sales, you could suggest that they buy an instructional and coaching package or an extended course that includes exclusive content, like in this conversation in the video below.
Though suggesting new products might not seem like a strategy to boost CX however, it could be.
Suggestions can make the buying process much more efficient and quick. They can help buyers find the product that will most effectively solve their issuean excellent way to exercise your expertise and convert your customers into loyal ones.
If they've asked additional concerns about the best place to get specific information, or the best way to do something on your site, use the feedback of your customers to guide any future updates to your site.
As an example Nail care company Zoya offers an ad-hoc button on their website where visitors are able to share their opinions.
Feedback from customers from their visitors can point to areas for improvement to make their website more enjoyable or at the very least, less irritating -- to use.
Overall the live chat feature lets you streamline your customer service effort, avoid tech trouble, respond to support requests quickly, offer excellent customer service and enhance your customers' satisfaction.
A ton of benefits Isn't it?
It's not necessary or need to wait for a while, and get started in the amount of time required to prepare a new brew of coffee.
Let me demonstrate how.
How do you use live chat messaging to communicate with your loved ones
In order to begin, go to your dashboard. Click to open"Messaging" in the "Messaging" section. Once you've done that, you'll be taken to the messaging dashboard. It's designed like the following.
Then, go toward the lower left and click the "Start Conversation" button.
Once you do, this opens an option to search that allows you to look up a specific customer to message.
Once you have found your customer's name, click on their name to view their history of messages.
Apart from reviewing previous messages, you can also send your customers new messages from here.
It is possible to click the "Conversations" dropdown menu located in the top left-hand bar and see archived, live as well as blocked conversations as well.
Last thing you need to make in your dashboard is to set your availability .
"Online" signifies that you're online and active.
"Automatic" means that the status of your account will be changed at the present time -- online if you're connected to your dashboard, and off in the event that you're not.
"Away" signifies that you aren't in contact with anyone and are not actively responding to messages, even if you're logged into. If you don't set the availability of your account, it will be automatically set to away.
"Disabled" is the term used to describe a situation where clients are unable to contact you, or begin new conversations.
And that's it. Easy-peasy, right?
We're going to help you even more and end with 8 live chat messaging templates for common customer support interactions.
8 templates free for great live chat support for customers
Type #1: Helping a customer to locate the information they need.
Hello there! You can find information about the [topic] in our [page name[page name].
If you've got any other queries, you can leave me a message, and I'll get back to you as fast as I can!
Best of luck,
[Your name]
P.S. These websites could help users with more helpful information, too.
- [Link #1]
- [Link #2]
- [Link #3] Copy and paste to clipboard
Type #2: Website feedback
Would you be willing to give me your opinion on some issue?
I'm trying to make my site as easy and informative as possible for viewers as like you.
Can you provide me with these three questions on what I can do to improve my site?
Fill in the short survey by clicking by clicking here: [link]. It shouldn't take less than two minutes to fill out.
Do you have a particular suggestion or need to ask a question? Feel free to message me and I'll be in touch with you within a short time.
Thank you in advance!
[Your name] Copy and paste to clipboard
Type 3: Idea for product ideas
Hey!
I've noticed you've had a couple of questions on topics or products. This got me thinking perhaps you're interested in similar products I've been working on?
In particular, I'm interested in your feedback to determine what product to develop and then release.
The survey is only five items and will not take more than 3 minutes to finish. If you'd like to contact me, send me an email with any concerns or questions or suggestions, and I'll respond to you as quickly as is possible.
We appreciate your time and input!
[Your name] Copy and paste to clipboard
Type #4: Product testing
Hello, [Customer name]!
I have a serious question:
Would you like exclusive access to an item I'm working on?
I'm in the process of developing [product's name and brief description]. I'm looking for advice from a handful of [your industry] enthusiasts and experts such as you.
I'm looking for just an hour or two of your time during the next few weeks in order to test the product and collect comments.
Interested? Apply for the beta test here [linkhere].
Are you looking for a specific question? Contact me here and I'll get back to you within a few minutes. My business hours are [time] to [time].
Thanks,
[Your name] Copy to clipboard
Type #5: Upselling
Hello there!
You've mentioned that you've posed several questions concerning the product name.
Have you had a chance to look at our upgraded product?
It has all of the same features as [base product], but comes with extra features and add-ons including [two to three optionsThree to two features.
You can check it out by clicking here: [link]
As always, do not hesitate to ask me questions and I'll answer whenever I am able to!
Best,
[Your name] Copy the clipboard to your computer
Type #6 Type #6: Cross-selling
Hey!
I've noticed that you've asked a few questions about [product].
If you're trying to maximize the value of your experience with [product], I'd recommend pairing it with [product #2] or [product #3].
[One or two sentences that explain the benefits of these extra products(One or two sentences explaining the benefit of these products.
I hope this will help! If you have any concerns I'd love to hear from you!
Good luck!
[Your name] Copy and paste to clipboard
Type #7: Negative comments
Hello, [Name],
I completely know why you're not happy about the topic.
(If appropriate, include your company policy or reasoning for your decision in one to two sentences(if applicable) in one or two sentences.
I want all of my clients to be content, so here's a solution I came up with [briefly discuss how you want to rectify thingsdiscuss how to fix the problem.
How does that sound? Do let me know what you think. Always available for my customers.
Best,
[Your name] Copy to clipboard
Type #8: Requesting discounts
If you are offering discounts, consider sending:
Hello, [Name]!
We do offer a 15% discount for new customers. To redeem it, simply subscribe to our mailing list (click here) and then you'll be able apply the coupon code immediately.
I'd love to hear from you if you have any questions!
Best of luck,
[Your name] Copy to clipboard
If you do not offer discounts, consider sending:
Hey there Hey there, [Name]!
We are unable to give discounts on our merchandise for the moment.
However, I would recommend taking a look at [upgraded products] or [product bundle], which features an upgraded product for an affordable price compared to if you had purchased the items separately.
I hope this helps! Please let me know what else questions I can help with.
Regards,
[Your name] Copy to clipboard
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Message your way to more revenue and happier customers
Chatbots for live chat might seem to be a new option or a customer service tool. It's anything but.
The potential for customer messaging is huge for those who want to provide customers a better experience with their company.
For that it is possible to use text messaging to:
Reach customers across the world and provide them with an enjoyable customer experience
Provide customer support 24/7 or during specific business hours
Make use of messaging in order to address your support questions in a more thorough manner
Provide specific customers with an open and transparent method to communicate with your company
Answer product and additional questions
Get feedback from your customers about your upcoming and upcoming products
Cross-sell or upsell other products
Get ideas on how to improve your product
The power of messaging can be unleashed to benefit your company through creating a FREE account and establishing a messaging system in just a few hours.
If you've got any concerns about how to begin, please feel free to send us a live chat via the message tool on the homepage -- we're always happy to help.