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A Condensed Guide to Local Magnet Webchat, Livechat, and Chatbots

Local Magnet Chat

By answering questions in real-time, website chat can turn website visitors into customers, helping your business sell more. It helps your business deliver an outstanding customer experience.

Website chat consists of livechat, chatbots, and webchat business texting.

What you’ll get from this page

The differences between livechat, webchat, and chatbots

Chat is an available feature on your website. It allows website visitors to ask your business questions in real time.

Livechat uses a live representative to chat online with your customers to answer questions in real-time.

Webchat makes your website ‘textable’ when real-time chat is not possible. Customers click on the chat widget on your website, fill in their name and phone number, and your business texts them with a response when they are able to. 

Chatbots automate the process by letting the chatbot answer commonly asked questions to avoid response delays and human interaction.

Chatbots are usually always on.

Your business may choose to rotate between live chat and webchat depending on your unique situation.

Effective livechat scripts

Greeting scripts:

  • Hello, welcome to [business name]! Let me know if there is any way I can assist you.
  • Hello, thank you visiting [business name]. You’re speaking to [agent name]. How can I help you?
  • Welcome to [business name]! My name is [name of customer representative]. Please let me know if there is anything I can help you with!

Scripts for asking for clarification:

  • Hello, [customer name]. What do you need assistance with today? Is there something specific you are looking for that you can’t find? [Business name] is here to serve you!
  • My apologies, [customer name], I’m having trouble understanding your question. Can you please explain if there is something specific I can help you with?

Scripts to apologize to an unsatisfied customer:

  • I’m so sorry to hear you are upset [customer name]. We pride ourselves on our service at [business name]. Please let us know what we can do to make this right.
  • I apologize for your negative experience, [customer name]. Please let me know if there is anything I can do to fix it.
  • I’m so sorry [customer name] that you had that issue. Let me look into it and see what I can do!

Scripts to use when you want to put the chat on a brief hold:

  • Hi [customer name], I will need to do some research to answer your question. Hold on for just a moment while I search for the answer.
  • [Customer name], please wait just a moment while I find the answer to your question. I’ll be right back.
  • Hi [customer name]. Wait for just a moment while I find the right person to answer your question. I appreciate your patience!

Strong sign-off scripts:

  • Thank you for helping me assist you today, [customer name]. Have a great day!
  • Thank you for your patience, [customer name]. I hope we have solved the issue to your satisfaction. Have a good day and thank you for shopping with [business name].

Setting up chatbots

Provide basic customer service

Some customer service concerns are too complicated for a chatbot and will need to be resolved over business text or livechat. However, there are some basic customer service questions that your chatbot can — and should — handle. Good questions for chatbot include:

  • “What services do you offer?”
  • “Do you accept credit cards?”
  • “What are your Business hours?”

Refer the customer to an agent if necessary

If the customer query or request is too complicated for a chatbot to understand, make sure there is a specific plan in place so that customers can quickly be redirected to the proper channel to have their questions answered.

Text based chat, also called webchat, is when a customer goes to your website, clicks the chat widget, fills out their name, phone number, and question, and your business responds via text. There are some unique benefits to utilizing webchat.

  • Easy two-way communication,for when you need to leave your desk. Through webchat business texting you can answer customer questions even when you are out of the office.
  • Reliable way to continue communication.Think about situations where the Internet is glitchy or your website visitor simply must move away from the website. It’s easy to lose contact in such scenarios – but not when you have business texting based website chat. A good website chat should be able to continue the conversation via text.

Webchat business texting is a great tool to use as a backup. With webchat business texting paired with livechat and chatbots, you will never be out of reach from your customers.

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