1. Personalized Greetings
- Objective: Start the interaction with a friendly and personalized tone.
- Guide: Greet the customer using their name if available. Set a welcoming tone and show readiness to assist.
Canned Response, Short code (1)
Hi {{user.firstName}} ! Thank you for reaching out. My name is {{agent.firstName}},I’m here to help you with anything you need. How can I help you today? |
2. Verify the Customer
- Objective: Confirm the customer's identity to ensure compliance and security.
- Guide: Politely request details like Merchant ID and all Verification Requirements
Canned Response, Short code (2)
"To get started, could you please provide your Merchant ID or the email address associated with your account? This will help me pull up the relevant details and assist you faster. |
3. Asking for More Info and Probing Questions
- Objective: Gather necessary details for understanding the issue or request thoroughly.
- Guide: Ask specific questions to clarify the issue. Use open-ended questions when more detail is required, and closed questions for simple verifications.
Canned Response, Short code (3)
Thank you, {{user.firstName}}. To better understand your needs, could you please provide a bit more detail? For instance, could you let me know… [probe question specific to the issue, like transaction details, timeframe, etc.] |
4. Active Reading and Paraphrasing
- Objective: Show the customer you are fully engaged and confirm your understanding of their issue.
- Guide: Paraphrase the customer’s response to confirm understanding. This reassures the customer that you are attentive.
Canned Response, Short code (4)
Just to make sure I understand, {{user.firstName}}, it sounds like [summarize the issue]. Is that correct? |
5. Determine What Can Be Done and Do It
- Objective: Resolve the issue, if possible, within the chat or outline clear steps for resolution.
- Guide: If able, complete the customer’s request immediately. Otherwise, provide clear next steps or timelines.
Canned Response, Short code (5)
I can definitely help with that. Here’s what I’m going to do: [describe the action or solution]. This should address your concern. |
6. Transferring or Putting on Hold (if needed)
- Objective: Manage expectations if the query requires a transfer or additional time.
- Guide: Politely inform the customer if a transfer or hold is needed, and explain why. Reassure them it’s to better assist with their inquiry.
Canned Response, Short code (6-7)
To ensure you get the most accurate support, I’d like to connect you with a specialist. I’ll transfer you now, and they’ll be able to pick up right where we left off. |
{{user.firstName}}, I’ll need a moment to review this with our team. I’ll be back in just a (Provide acurat and realistic timeframes, e.g: 5 minutes) with an update. |
8. Offer Further Help and Document Interaction
- Objective: Confirm the customer has received adequate help, and offer additional support if needed.
- Guide: Wrap up by asking if there’s anything else the customer needs, and ensure the interaction is documented in the system.
Canned Response, Short code (8)
Is there anything else I can help you with today, {{user.firstName}}? I’m here to make sure all your questions are answered. |
9. Closing the Conversation
- Objective: Conclude the chat in a friendly, appreciative tone, ensuring the customer leaves with a positive impression.
- Guide: Thank the customer and invite them to reach out again if needed. Reinforce the commitment to support.
Canned Response, Short code (9)
Thank you for reaching out to us, {{user.firstName}}! I’m glad I could assist you today. If you ever need more help, don’t hesitate to contact us. Have a great day! |