Top 6 Best Practices for Closing a Live Chat Conversation

May 17th, 2017 | Jylian Russell | Communication
Top 6 Best Practices for Closing a Live Chat Conversation

You’re about to wrap-up what has been, so far, a successful phone support call with a customer. You adeptly answered their questions. You even managed to upsell them on a new product feature. They seem over the moon with your help-their smile practically beaming from the other end of the call. Yep, you’re a customer service hero.

And then suddenly, you hang-up. *gasp*

A ludicrous support ending that no self-respecting agent would commit to be sure. Similarly, it’s one that should never occur over on live chat.

Just like a live chat greeting, how you say goodbye on live chat matters and can leave a lasting impression on your customers. By closing your chat on a high-note you’ll leave your customers feeling appreciated and hopefully eager to return.

So don’t ruin a great chat by ending it poorly. In this post we’ll look at six online chat best practices for closing a live chat conversation.

75 Live Chat Scripts

[Free Download] 75 Live Chat Scripts That Don’t Make Your Agents Sound Like Robots

Quality scripts can be an amazing tool to save time, enhance quality and communicate your brand voice. In this guide, we’ll lay out some scripts which are time-saving while sounding human, engaged, and most importantly, not robotic.

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  1. Initiate a Post-Chat Survey

    A post-chat survey is a great way to help you monitor the success of your live chats. By hearing straight from your customers, you can quickly gauge how well your chats are performing and where you need to make improvements. A post-chat survey also signals to your customers that you’re concerned about keeping them happy-which will help establish trust and loyalty.

  2. Provide Additional Help Resources

    It’s well known that customers now demand speedy service at their fingertips. In fact, most customers rank a fast response time as a key indicator of great service. In addition to live chat support, self-service is another great way to give your customers support on demand. Before exiting the chat, be sure to point your customer towards your self-serve resources (like your online help center or FAQ section).

  3. Give Customers a Transcript of the Live Chat

    During a live chat, customers typically learn bits of information that might be helpful to them down the road. Should they run into the same problem again, having a copy of the live chat’s transcript can help them quickly self-serve without having to initiate another chat. So, before closing the chat, let your customer know that a transcript is available and direct them on how to retrieve it (either by email or via the email link in your chat window if enabled).

  4. Thank Your Customers

    A simple thank you can go miles in making a customer feel appreciated by you. A thank you shows your customers that you value them as a person and not merely as a transaction. Make it your practice to express gratitude throughout each of your chats, and where appropriate, address the customer by name for a special personalized touch. Also be sure to weave a ‘thank you’ or some similar expression into your canned live chat scripts.

    Try incorporating lines like the following into your live chat scripts:

    Thanks for popping by our site today, we look forward to hearing from you again.
    We really appreciate that you chose us and we hope to hear from you again soon.
  5. Ask if Their Problem Has Been Solved

    Even the best live chat will be a flop if you close the session before meeting your customer’s needs. As the chat comes to a close, use your closing as an opportunity to show your customers that you’re there to cover all their needs – not just the chat issue at hand. Always throw in an offer for extra help before signing off like, “Can I help you with anything more today?” just to be safe.

  6. Say Goodbye That Says “See You Next Time”

    Just because the live chat is ending, your relationship with the customer will hopefully carry on. As you would with a familiar acquaintance, use your live chat closing as an opportunity to reinforce your appreciation and that you look forward to seeing your customer again. Before closing the chat, remind customers that your support team is always available to help and invite them to reach out to you at any time.

    A few helpful lines include:

    Thanks again for shopping with us today – we really appreciate you choosing us. Please don’t hesitate to reach out to us if you need help with anything else.
    Thanks for using live chat to reach out to us today. I’m about to close out our session but please don’t hesitate to message us again (today or down the road) if you need a hand with anything else.

Closing

Like you would over the phone or in real life, a proper goodbye can leave your customers feeling like you care. So try weaving these live chat best practices into your closings – your customers will take notice.

Looking for some ready-to-use live chat scripts for your closings? Then check out our eBook: 75 Live Chat Scripts That Don’t Make Your Agents Sound Like Robots.

75 Live Chat Scripts

[Free Download] 75 Live Chat Scripts That Don’t Make Your Agents Sound Like Robots

Quality scripts can be an amazing tool to save time, enhance quality and communicate your brand voice. In this guide, we’ll lay out some scripts which are time-saving while sounding human, engaged, and most importantly, not robotic.

Download Now

About 

Jylian is an inquisitive and energetic copywriter based in Canada and regularly works with teams across Europe, APAC, and the US. An experienced SaaS writer, she specializes in social media, fintech, and customer service content.

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