Impeccable customer service is a critical component of building revenue and overall business success. In fact, it’s proven by research that 71% of users believe that a quick response from your agents improves their customer experience. This is why chat macros are essential for every customer support team.
Since live chat is nowadays the most popular of all communication channels, it’s pretty obvious you need to step up your game. Chat macros are an excellent tool to do that. Before we share how you can make sure to respond faster with some ideas for suggested responses, let’s break down what chat macros are, and why you need them – yesterday.
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What Are Chat Macros?
However fast you type, there’s no way you can do it as fast as you speak. But did you know that there is actually a way to do it?
Chat macros are just one part of a toolset explicitly created to reduce your customer service first response time (FRT). In essence, live chat macros make answering frequently asked questions and issues quicker and more efficient.
Typically integrated with chatbots and automation platforms alike, chat assistance is undoubtedly the way to beat the game. That is precisely how you win loyal customers.
After all, speed is the basis of quality customer service. Moreover, it directly affects your business revenue, so you cannot really afford to disregard it.
How Can You Profit By Using Live Chat Macros?
We believe every business can use this technology. Research has shown that chatty customers spend approximately 60% more per transaction than those who don’t.
Another study has shown that the average return for a single chat is $240 [LiveChat].
The first thing to remember is that chat macros are a widely used tool. Everyone can only profit using live chat software from e-commerce startups to B2B software companies, and other industries. This technology is a key enabler since it lets teams provide customers with an instant answer. After all, we all know how much they hate it when you make them wait for help.
On the other hand, macros are an excellent tool for support tickets, inbound sales chats, online forms, you name it.
No less importantly, wisely creating chat openings, closings, or suggestions will make your agents’ jobs less stressful. These responses work as lovely support for your customer service heroes without interrupting their browsing flow.
In essence, a well-designed chat assistant offers many benefits, but mostly they:
- Save precious time and makes the job less stressful
- Increase accuracy and credibility
- Guarantee consistency and win loyalty.
Pro tip: Live chat has become very popular with businesses of all sizes and goals. However, those automated responses need to be carefully designed. Meaning, try to keep it simple by using macros that feel personal and warm. In fact, try to make it so your customers would never guess they’re speaking to a chatbot.
Usually, there are several scenarios and FAQs your agents need to deal with daily. With the help of the right tool, you will create compelling macros for chat opening, chat closing, chat assist, suggested responses – whatever you may need.
Luckily for you, we are here with some example chat macros to keep your customers engaged and help resolve their issues.
Examples of Chat Macros
Since no business is the same, the type of live chat and practice depends on the goal you want to reach. That said, below you will find the best examples of the most common issues customer service agents deal with every day.
Greetings/Opening Chat Macros
Make a stunning first impression, and you’ve already made half of the sale. Being kind and proactive is the best way to show people you care about solving their issues as fast as possible. The right chat opening suggestion will show that you’re really there for your customers and boost engagement.
Hence, forget about the dry, corporate language. Instead, give your chat a personal touch by showing you’re listening. A simple “I see” or “I understand” really goes a long way.
Here are some examples:
- “Hi {{Visitor name}}! Thanks for visiting our website. My name is {{Agent name}}, and I am listening. How can I help?
- “Hello! This is {{Agent Name}}. I am looking into your issue now. Please don’t hesitate to ask any other questions you may have.
For repeat visitors:
- “Hi! (Visitor name) It’s so lovely to see you coming back. How may I help?
- “Hey (Visitor Name), glad to see you back here! How can I help you today?
Closing Chat Macros
Correctly saying goodbye is as important as greeting your customers. Once you’ve completed a sale or helped solve an issue, it’s always wise to end live chat communication on a positive note.
That’s why sometimes saying goodbye isn’t enough. If you wish to make the future a bit easier, it’s wise to teach customers to help themselves next time.
Here are some fantastic closing chat macros examples:
- “Thank you for talking to me, {{Visitor Name}}. If you don’t have any more questions, I will close this chat. But feel free to reach out again. I will be more than happy to help!”
- “Hello {{Visitor name}}, are you still around? Is there anything else you need my help with?”
- “I haven’t heard from you in a while. Do you still need my help? If not, I will close this chat. I hope you have a lovely day.”.
- “Thank you for reaching out, {{Visitor name}}. If you need any help in the future, don’t hesitate to contact us!”
In addition, you would be wise to ask for customer feedback post assistance. Finally, you can use nicely written actionable scripts to summarize issue resolution, feedback requests and say godbye.
Need More Time to Work on the Issue?
People hate being put on hold. But since there are issues that need more time to fix, sometimes there’s no other solution than politely asking for it.
Reassuring chat macros will undoubtedly take some of the pressure off. After all, most won’t mind waiting a bit to get the answer or solution they need.
Here are some examples:
- “Hello, {{Visitor name}}. Please hold for a moment while I review your info. Then, I’ll be right with you.”
- “I apologize for the inconvenience. I will look into it asap and get back to you with more information. Thank you for your patience.”
- “I am so sorry, but your request cannot be fulfilled at the moment. Give me a bit more time to check and see what I can do to help. Thank you for your patience!”
Chat Macros to Display Empathy
Unfortunately, you will sometimes find that you cannot resolve your customer’s issue. This means that you will kindly have to deny their respective request. However, the way you do this matters – a lot.
Apologizing and showing empathy is the way to go. That said, try and avoid saying words such as “unfortunately” and “cannot.”
So, here are a couple of alternatives for denying requests:
- “Hello, (Visitor name)! I am genuinely sorry you’re experiencing this issue. I know it’s frustrating. Let me check and see if I can find a solution.
- “We apologize for the inconvenience. We will pass it on to the relevant team. Thank you for your feedback!”
Chat Macros to Deal With Profanity
Customer service agents know how unpleasant people can get once they are frustrated. In fact, some will blatantly yell and curse but still expect an answer from you.
It can get ugly, but having a handful of positive phrases at hand certainly helps.
Here are some examples:
- “Hi, (Visitor name). I understand your frustration and apologize for your inconvenience. However, we politely ask for you to don’t use profanity. Please feel free to get in touch later.”
- “Kindly give me some time to check on the issue, and if needed, transfer you to the relevant department to help you.”
- “I am so sorry you’re dissatisfied with the service. I will let the supervisor handle your case. Thank you for your patience!”
- “To apologize, we are gifting you a $10 coupon for your next purchase. Thank you for helping us be better!”
Chat Macros for the Most Common Requests
Typically, the common requests often contain asking for additional information. And the truth is, people are rarely excited to share their personal data. Thus, it’s wise to use suggested responses to get it. Especially if you need their credit card info or address. In that case, your chat macros should feel legitimate and trustworthy.
Here are some great examples of dealing with the most common requests:
- “To proceed with your request, I need to verify your email. Could you please provide me with with the code that we just emailed you?”
- “I am sorry. It seems like the products you wish to purchase aren’t compatible. Is it okay with you if I recommend other solutions?”
- “Oops! You’re about to purchase an incompatible product. Do you still wish to proceed to checkout?”
- “Your delivery will take seven days. Is that okay with you?”
- “Below is a list of available shipping options. Feel free to ask for more details or help with picking out the best option for you.”
Respond Faster With Sapling Suggest
Sapling’s Suggest solution recommends live chat responses across various support and sales platforms, leading to much faster resolutions. Consequently, you get loyal customers and higher revenue.
Sapling just works, whether you have an e-commerce business or run a gaming support team. The two-click onboarding with almost no ramp time enables streamlining your team’s chats from day one.
Sapling enables faster response to customer inquiries by clicking on the desired message on your chat assist.
How Does Sapling Work?
It’s effortless, but also very handy. Sapling’s Suggest will find the most relevant answers from the knowledge base. Moreover, the tool will track usage segmented by the response and agent to make your team even more efficient.
However, Sapling is much more than your regular dry, decision tree-based chatbot. Our chat macros will guide the conversation to ensure customer satisfaction and empower your customer service heroes.
The best part? You can get started in under an hour and immediately use it anywhere! You can begin on no-code automation with a 30-day pilot.
Here is all you need to do:
- Build or import a response bank and share it across the team.
- Install and start using Sapling’s turnkey integration.
- With use, Sapling will improve and provide invaluable analytics.
Are you ready to help your team reach new customer satisfaction heights? You can start here in no time.
