Шаблоны для онлайн-чата

Многочисленные исследования доказали, что онлайн-чат стал и остается самым популярным цифровым каналом для общения с клиентами. Это также один из самых гибких инструментов, которые вы можете использовать на своем веб-сайте для различных целей: от поддержки клиентов до активных продаж и маркетинга. Следующие проверенные примеры готовых скриптов онлайн-чата (стандартные ответы) для наиболее распространенных сценариев онлайн-чата помогут вашим агентам:

быстро и качественно обслуживать клиентов через онлайн-чат — Онлайн-чат

Быстрее отвечать на вопросы во время общения с посетителями и клиентами в чате;
Избегать постоянного ввода одних и тех же сообщений, чтобы повысить эффективность;
Одновременно взаимодействовать с несколькими посетителями без ущерба для качества предоставления услуг;
Поддерживать правильный стиль общения и присылать подходящие сообщения от бренда;
Предлагать своевременную поддержку и повышать удовлетворенность клиентов;
Увеличивать конверсию за счет проактивного таргета на потенциальных клиентов на определенных страницах веб-сайта.

Начало общения

Общие фразы для приветствия

“Hello, welcome to [COMPANY] and thank you for visiting our website. How can we assist you?”
“Hello, thank you for visiting. Can I help you with something?”
“Hello, and thank you for using [COMPANY]’s live chat service. Is there something in particular we can help you with?
“Good morning/ afternoon/ evening, and thank you for contacting our chat support. How are you doing today? Please tell us how we can assist you.”
“Hello there! My name is [AGENT’S NAME]. How can I help you today?”
“Hello, thank you for contacting our live chat support. May I have your name please?”
“Thank you for calling our chat line. I wanted to let you know that this chat will be reviewed for quality assurance purposes and for further follow-up if needed.”
“Hello, thanks for visiting. I would like to mention that this chat may be recorded for the internal training process.”

Приветстие постоянных посетителей

“Welcome back [CUSTOMER NAME]! Happy to see you again. What can we do for you today?”
“Welcome back [CUSTOMER NAME]! It’s great to see you again. Did you want to pick up where you left off?”
“Hello again [CUSTOMER NAME], and welcome back to [COMPANY]’s site. Did you face any further problems with the [previous issue]?”
“Hello [CUSTOMER NAME]! How are you doing? Let me know how I can help you today.”
“Hi [CUSTOMER NAME], glad to see you back! Let’s see what I can do for you today.”

Клиент обратился не в ту компанию

“It sounds like you may have reached us in error, we’re a … company. I’m sorry we can’t help you with …”
“I’m sorry, but I’m afraid you have reached the wrong company. This is … , and we are not affiliated with …”
“I’m sorry, we would not be the right company to help you with your question. We don’t deal with … We appreciate your contact. Have a good day.”
“I’m sorry, I believe you are looking for …  However, we specialize in … So you have probably reached us in error.”

Проактивные приглашения в чат

Вернувшиеся посетители

“Seems that you are visiting our site frequently but not making a final purchase. Can I help you decide on the right choice?”
“It looks like you’re visiting quite a few pages! Can we help you find anything?”
“It’s been a while since you’ve reviewed your shopping cart — are you ready to check-out, or can we help you find something else?”
“Hey [CUSTOMER NAME], would you like to know about the special discounted price over the services/products you are interested in?”

Неактивные посетители

“Hello! It looks like you’ve been inactive for a while. Can we help you find something?” “Can’t find what you’re looking for? One of our experts is happy to help!”
“Hey there! It seems like you’ve been inactive for a few minutes. Did you need help navigating our site?” “It appears that you’ve been inactive for a few minutes. Please feel free to use our live chat service if you have any questions.”

Страница с ценами/оформлением заказа

“Hey! Do you need any assistance with your order? I’ll be happy to answer any questions.”“Hi, I’m [AGENT NAME]. Let me know if you need a hand with your purchase today.”
“Not sure which (product/service) is right for you? Chat with one of our specialists now!”
“Hey there! It looks like you’re purchasing [product]! Could we interest you in [product] as well? They complement each other nicely.” “Since you’re purchasing [product], we’d recommend [product] as well. Customers in the past have found that purchasing these items together made their lives easier.”
“We understand too many options can be confusing. May I assist in helping you decide on the right subscription plan for your business?”
“Still have some questions before you upgrade? Ask us – we’re here to help!”
“You’re almost there! Is there anything I can help you with?”

Проактивные продажи

“Hello there! If you are buying [product or service] today, you can use the coupon code and get a 20% discount. Would you like to chat for more details?”
“Hi there! Let me tell you it is a worthy investment if you purchase [product] now. The offer is going to expire in two days. Would you like to chat to learn more?”
“Before you check-out, you should know that we’re currently offering [promotion]. Would you like to take advantage of this limited-time offer?”
“Hey, we have a great sale running today on one of our most popular products. Can I tell you more about it?”
“Hey, we just wanted to let you know that [product] is on sale right now, if you felt like saving a few dollars today.”

Запрос дополнительной информации

Запрос общей информации

“May I request you to provide some extra information before we continue?”
“If it’s okay with you, we’ll need to collect a little bit of additional information before we proceed to the next steps.” “To meet your needs, we’ll need to verify some of your information.”
“For security purposes I need to verify your identity before we continue. Could you tell me your [requested information]?”
“I can certainly help you with that. I will need some details from you first. What is your [requested information]?”

Подтверждение того, что вы понимаете

“If I understand you correctly…”
“Let me check that I have this right…”
“Let me see if I have this correct, you want me to…”
“So you are saying that… Is that correct?”

Ставить на удержание

В очереди

“We are very sorry, but all our agents are engaged right now. If you can hold for a few minutes, we’ll reach out to you as soon as possible.”
“We apologize, but all of our agents are currently assisting other customers. Please hold a little bit for the next available agent.”
“There are currently [number] customers ahead of you in line. Please hold for a couple of minutes, we’ll respond as soon as we’re able.”
“An agent should be free to assist you very shortly, there are currently [number] customers in line. Please hold for a few more minutes.”

В середине сессии чата

“Please hold on for one moment while I’m checking your account.”
“It will just take a moment to go through the details. Can I put you on hold?”
“I am not sure, but let me find out for you. Can I please put you on hold for a moment?”
“Would you mind holding on for a few minutes while I am checking this with our manager?”
“I’m sorry, I don’t have the information on that. May I put you on hold for a few minutes? I will clarify this with our manager.”
“If you’re comfortable holding for just a moment, we’ll review your information and have an answer for you shortly.”
“Please hold for a moment while I am transferring you to [AGENT NAME], we’ll be with you in just a moment!”
“[CUSTOMER NAME], I will need to put you on hold for a few minutes to [do whatever needs to be done]. Would that be ok with you or would you prefer I call/email you back with the details?”

Возобновление сессии чата

“Thank you very much for holding, and sorry about that wait!”
“Thanks for holding! We apologize about that wait and are ready to assist you now.”
“I’m sorry to keep you waiting. Here’s what needs to be done to fix your issue.”
“Thank you for holding and sorry for letting you wait, let me explain now your further steps.”

Переадресация чата

“I apologize for the confusion, but this department isn’t equipped to handle that kind of inquiry. Would it be alright if I transferred you to the right department?”
“I’m sorry, this question would be out of my expertise, but [AGENT NAME] from the tech support department will be able to help you. Would you like me to connect you with him?”
“Based on the information you’ve provided, I believe [AGENT NAME] will be able to best meet your needs. Is it okay with you if I transfer you to [AGENT NAME]?”
“[CUSTOMER NAME], I am going to connect you with [AGENT NAME] from the shipping department. He will be able to help you with your issue.” “[CUSTOMER NAME], let me transfer you to the marketing and sales department. [AGENT NAME] will be able to answer your question.”
“Unfortunately, I’m afraid I won’t be able to help. However, [AGENT NAME] specializes in this type of requests and would be happy to speak with you. Let me transfer you to him right away.”
“I will ask [AGENT NAME] to join this conversation now. He works in (department name) so he is the best person to talk with about [customer’s issue].”
“I am going to transfer you to [AGENT NAME] from the technical team, he can walk you through the installation process and answer all of your questions. Is that okay with you?”

Рассмотрение жалоб

Извинение за проблему

“We’re sorry about [customer’s issue]. Let me have a word with my manager to find out how we can fix this for you.”
“I’m so sorry you are having this problem. Let’s see if there is anything we can do to help the situation.”
“I understand your frustration and I’m really sorry about that. Tell me what happened, and I will do my best to help you.”
“I’m deeply sorry about [customer’s issue]. Let me speak with my supervisor to see how we can correct this for you.”
“I can understand how you feel and I am sorry about what happened. Let me take care of this for you right away.”
“I’m sorry about your poor experience with your purchase. Let’s see what we can do to make things right.”

Невозможность удовлетворения запроса

“I’m very sorry, but fulfilling that request isn’t possible at this time. Let me check and see what else I can do for you.”
“I’m really sorry, we cannot lower the price for this item any further, but we have a similar product which is priced cheaper because … Would you be interested to take a look at it?”
“I’m sorry, we don’t have this feature at the moment. We do intend to add it with the next release and we can notify you when it has been done. Would you like to receive an email update?”
“I apologize but what you’re asking is beyond the scope of what we can do. Here’s what I can do instead: …”
“I’m sorry, but at this time we’re unable to meet that request. May I suggest [solution] as an alternative?”
“I understand it must be frustrating, but an issue like that can only be handled in person at one of our locations. The nearest store to you is [location]. I’m sorry about the inconvenience.”

Завершение чата

Благодарение клиента

“Thank you so much for using [COMPANY] chat service. We hope to hear from you soon! Have a good day.”
“Thank you for visiting our website. Hope to see you once again. Good day.”
“Thanks for stopping by, we hope to hear from you again!”
“We appreciate your business and hope to hear from you soon! Thanks for chatting.”
“Glad I could help! Wish you a good day and thanks for calling our chat support.”
“No worries! Glad we managed to sort it out. Have a good day!”
“If any other questions arise, please feel free to contact us at any time. Thanks so much for calling. Good bye.”
“Thanks for using our 24-hour help service, and please feel free to contact us again if you need any further assistance. Goodbye!”
“Should you have any further questions, please feel free to contact us at any time. Thank you for chatting with us and have a great day.”
“Thank you for using our live chat service. I am now closing this chat. If you have any more issues, please don’t hesitate to let us know. Have a great day!”

Когда посетитель не отвечает

“[CUSTOMER NAME], it seems that you’re no longer responding. I will have to close the chat for now. If you still need my help, you can request a chat again. Thanks for stopping by.”
“It’s been a while since your last response. I will have to close our chat now. If you need any further assistance, we’re at your service 24/7. Have a good day!”
“As it seems like you’re no longer responding, I’ll end this chat session. If you still need any help, feel free to reach out and request a new session. Thanks for calling our chat line.”
“[CUSTOMER NAME], I am closing this chat now as it’s been over 10 minutes since your last response. If you have any more problems, please feel free to let us know. Have a good day!”

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