How to Leverage the Power of Live Chat for Sales

2) Collect customer insights with live chat

Although live chat is effective in resolving individual customer issues, it can also be utilized to identify recurring customer feedback and areas of dissatisfaction, resulting in more significant enhancements to your product and overall customer experience (CX).

If customers often contact you with inquiries about shipping, you may wish to enhance the visibility and clarity of your shipping policies or FAQs. Additionally, you might consider developing Macros for agents to employ in order to inquire further and address any confusion or dissatisfaction expressed by customers.

3) Set up automatic greetings to reduce first-response time

Creating an automated initial prompt can help boost your first-response times, particularly if you are unable to immediately address each live chat ticket while being online.

By doing this, shoppers who send messages to your brand will have the assurance that their message has been received, encouraging them to wait a little longer before giving up on trying to reach out to you. This provides your team members with a few extra seconds to access the chat request and reply.

4) Streamline the checkout page, including scaling back on proactive chat

When considering the fact that 70% of customers abandon their carts before finishing the checkout process, it becomes evident that a streamlined checkout process is crucial for increasing purchases and decreasing cart abandonment.

We advise against initiating proactive chats during the shopping journey, even though live chat may seem effective in convincing customers to make a purchase. It is better to avoid any distractions when customers have reached this stage.

To avoid overwhelming visitors with distractions as soon as they reach the checkout page, it is advisable to ensure that your chat campaign waits for a minimum of 60 seconds.

5) Continue chat conversations after the live chat ends

Having already established that live chat is an effective method for generating leads and assessing prospects, it is crucial to capitalize on the chance to follow up after a live chat concludes. After all, the true worth of customers lies in their repeat purchases, making customer service vital for business expansion.

To ensure the conversation continues, consider the following ideas and suggestions.

1. Send a customer satisfaction (CSAT) survey, which you can do automatically with Gorgias. This shows customers you value their feedback and lets you collect key insights right after each interaction. 
2. Add customers to automated mailing lists if you collected their email with a contact form (but make it easy for them to opt-out). 
3. In any future conversations (that they or you start), refer back to your conversation in live chat, especially if the issue is related. A CRM-like helpdesk like Gorgias that displays a customer’s order and interaction history makes this very easy.

6) Make personalized product suggestions

To enhance sales through live chat, one effective approach is providing personalized product recommendations to customers throughout live chat sessions.

If you direct your customer support agents to act as sales representatives and actively search for opportunities to upsell and cross-sell during live chat discussions, you have the potential to enhance metrics such as conversion rate and average order value (AOV).

Without altering or omitting any information, you have the option to rephrase the given text in a sequential manner. Additionally, feel free to include clickable links in your chat window that visually showcase your store’s products.

7) Use dashboards to learn what’s working and optimize

Gorgias’ live chat solution offers detailed dashboards that provide a variety of insights and analytics. These dashboards include information about the performance and speed of your support team, as well as the revenue you are generating.

By tracking metrics related to sales, such as revenue growth and the most effective ticket types, you can gain valuable insights on a large scale. Additionally, monitoring important customer service performance metrics like first response time, resolution time, and daily or agent-wise closed tickets allows you to determine the amount of time and money that live chat is saving your team.

In order to optimize and prioritize all seven strategies discussed for boosting sales with live chat, it is important to measure your key live chat metrics and make adjustments accordingly.

With a dashboard that offers real-time insights at both macro and micro levels, it becomes much easier to optimize your live chat support strategy for maximum sales.

How live chat helps drive revenue

At its core, live chat generates profits by providing your customers with the ability to easily contact your brand. Once connected, you can respond to pre-sales inquiries and emphasize incentives that facilitate purchases.

1) Gives shoppers the information they need to make a purchase

You are attempting to purchase a new toy for your child from an overseas store. Although you have discovered details about shipping within the country, you are unable to gather information regarding shipping to other countries and whether it will reach your child in time for their birthday. Despite searching for answers on various pages such as the product page, the checkout page, and an FAQ page, you have found no relevant information.

Although we suggest including detailed shipping information in various sections of your website, live chat serves as the essential final defense for addressing these types of pre-sales inquiries before customers opt to directly purchase from Amazon, where they are assured of receiving the product within two days.

In addition to shipping details, customers rely on live chat to get answers to various pre-sales questions. The specific inquiries may differ based on the industry, but they can encompass a wide range of topics.

• When should I expect to get my order if I buy it today?
• What size leggings should I get?
• Are your snack bars safe for peanut allergies?
• Is your deodorant 100% vegan?
• Do you have any special deals if I buy more than one item?
• Is your return window longer during the holidays?
• Can you make this item in a custom color?

Once you have answered pre-sales questions, you can utilize live chat conversations for:

• Offer discounts to shoppers
• Highlight that you offer free shipping for orders over $100 to boost average order value (AOV)
• Recommend better or superior products for the customer’s needs
• Much, much more.

2) Engages customers during the shopping process

If customers are on your website, they are just one step away from making a purchase. However, if they have to leave your website and create a new email to contact you, you are interrupting their shopping experience and making the sales process more burdensome.

By incorporating live chat on your website, you enhance the shopping experience by providing convenient customer support for quick inquiries, making the process easier, faster, and less demanding, directly on the webpage.

3) Captures emails for future marketing campaigns

By using live chat tools like Gorgias, customers can be provided with a contact form that allows them to send messages even when there are no online agents available.

This achieves two things:

1. It helps your customer service team follow up and answer the question (via email) as soon as they get back online. The faster you can provide a helpful answer, the more likely they are to check out rather than abandoning their cart. 
2. It gives you customer contact information which you can add to your email marketing list, so you can send them new sale announcements, discounts, and other marketing and promotional materials. 

4) Offers self-service features for shoppers

If you’re a smaller brand and don’t want to invest in a large support team, you may not want to deal with a lot of new questions and messages. That’s why certain live chat software, such as Gorgias, includes self-service features that can respond to many shopper inquiries without any assistance from an agent.

By thinking step by step, here’s the rephrased text while maintaining the same meaning: In this way, shoppers can access important pre-sales information without being overwhelmed by a large number of tickets in their inbox. However, we have noticed that these Quick Response Flows effectively eliminate numerous repetitive questions, leading to an increase in more intricate questions that need to be addressed by a human agent. Additional details will be discussed in the subsequent section.

5) Boosts brand affinity

Automating all interactions is not recommended. Engaging in live chat conversations, even starting with self-service, provides an opportunity for more authentic and enjoyable discussions. This allows support agents to provide personalized assistance and highlight the attractive advantages of your brand without customers explicitly requesting it.

To connect with a human agent, the customer can simply click “No, I need more help” if they are still confused, require more information about the program, or seek advice from the sales associate.

6) Allows you to reach out to customers proactively

You have the option to use specific live chat tools that enable you to generate automated chat campaigns in order to proactively approach customers who are browsing on your website. This type of customer interaction is akin to having a friendly sales team member inquire if customers in a physical store require assistance, but it is considerably less intrusive compared to a pop-up message.

One possible way to rephrase the text while maintaining the same meaning could be: It is possible to utilize chat campaigns for various purposes.

• Welcome customers to your store
• Ask customers if they need help
• Remind them about free shipping
• Share a new product launch
• Direct shoppers to your best sellers
• Much more

Benefits of Having a Live Chat Script

Great response times are the key to excellent customer service. However, in order to make a positive initial impact, it is important for your agents to be ready. This is where live chat scripts come in handy, as they assist your agents in being well-prepared. Let’s take a closer look at the advantages they offer.

1. Consistency in messaging

To ensure consistency in communication while chatting with customers on the website, operators can utilize communication templates. By employing a live chat script, all operators can deliver the same fundamental message using comparable methods, incorporating stock phrases and demonstrating the expected empathy from your service representatives.

Ensure that you maintain the same meaning while rephrasing the text below step by step. Do not introduce new information or omit any existing information. In other words, you can use different phrases, but the central message must remain unchanged.

2. Reduces pressure on operators

Live chat scripts enable your operators to focus on assisting clients rather than spending time searching for answers. When equipped with a well-crafted collection of phrases, your operators can effortlessly handle even the most challenging situations.

Operators will provide customers with an appropriate response as they are not constrained by time, thus enabling a step-by-step thought process.

3. Important information gets relayed

When engaging in chat conversations with customers, it is crucial to avoid omitting any important details. However, if you rely on impromptu speech with customers, there is a chance that you may unintentionally overlook significant elements such as legal matters or privacy disclosures.

In order to ensure that prospects are aware of the need to use such critical and frequently reiterated details, it is important to include them in a written script.

4. Reduces response times

We have previously mentioned that using a script helps agents by reducing pressure and enabling them to better understand customer issues. Consequently, your customer service representatives will have to exert less effort in maneuvering through challenging situations.

In summary, a script serves as a handy tool for tackling problems. It enables quick resolution by providing a ready-made response for intricate circumstances. Additionally, it fosters active listening skills among your agents.

Useful Customer Service Scripts Templates And Examples

Acquiring the skill of communicating in urgent situations is something that operators gradually develop over time. However, there is no disadvantage in seeking help, including a few examples, to enhance the art of providing support.

In this section, our main emphasis is on providing extensive customer service templates and examples to assist you in creating a remarkable and effortless support experience for your customers.

1. Customer Service Greetings Scripts

In terms of greetings that are effective, it is important to ensure that they are friendly and pleasant as they can influence the course of your chat session. Avoid making them overly formal or serious. However, it is important to differentiate between greeting new visitors and those who have visited before. Let’s examine various customer service scripts for greeting customers that you may find useful.

1.1 General Greeting

Typically, the most convenient general greeting examples that inspire trust in your website visitors involve mentioning your company and agent’s name, along with a friendly and polite offer of assistance.

Hello, I hope you are having a good day. Thank you for contacting customer service at (company name). I am (name). How can I be of assistance to you today?

Thank you for contacting (company name). My name is (agent name). How may I assist you today?

1.2 Greeting Scripts for Repeat Visitors

In order to leave a favorable impression on a visitor who returns, it is important to address them by name in your message. Additionally, you should also review their new message to see if it pertains to any of their previous inquiries. Several methods for accomplishing this are provided below.

Hello again, (customer name)! Is there anything wrong with the (previously resolved issue)? How may I assist you today?

Hello (customer name)! I am delighted to see you once again! How may I assist you today?

It’s great to see you once more, (customer name)! What can we assist you with today?

1.3 Explaining  That Chat May Be Monitored or Recorded

In the event that your company mandates the recording of your interactions with visitors, it is essential to incorporate this information into your greetings. Failure to do so may lead to legal complications and leave visitors feeling misled.

Let’s take a look at some good practice examples for explaining your monitoring activities to your visitors.

I would like to notify you that our conversation could potentially be monitored or reviewed for the purpose of ensuring quality standards.

In order to ensure that you have a flawless customer service experience, we may evaluate this chat session for training objectives.

It should be noted that this chat may be reviewed by (company name) in order to enhance your experience.

2. Apologizing With Customer Service Scripts

When apologizing to customers, it is important to sincerely express yourself. This applies specifically to live chat, where irrespective of your personal sentiments towards the issue, you should strive to sound genuinely sorry. Hence, ensure a friendly demeanor, display empathy, and if feasible, provide constructive solutions.

Let’s consider various scenarios in which you apologize to your customers, and then think about different types of customer service scripts. We will explore the most effective methods of apologizing in these diverse situations.

2.1 How to Apologize for a Problematic Situation?

(Customer name), I apologize for the inconvenience you are facing. Let me verify if I can resolve the issue.

We are deeply sorry to hear about your unfortunate experience. Please provide details of what occurred, and we will make every effort to rectify the situation.

I comprehend your emotions and I sincerely apologize for the situation. Without delay, I will immediately escalate your request to the appropriate officer and make every effort to rectify this promptly.

2.2 How to Apologize for Being Unable to Meet the Request?

Instead of ignoring customer concerns and potentially losing them, it is advisable to make an effort in crafting a sympathetic response that will better satisfy their needs. Alternatively, you may consider implementing one of the following resolutions:

Although I genuinely desire to assist you with this matter, I am currently unable to fulfill your request. Please inform me if there is any other way I can be of assistance to you.

We apologize for the inconvenience, but currently, we are unable to assist you with your request as it exceeds the extent of our support capabilities.

2.3 How to Effectively Provide Alternative Options Using Live Chat Scripts?

If you are unable to assist your customers in the way they require, you can still offer alternative solutions that are acceptable. It is important to follow one of these patterns to ensure that you have done so correctly.

Although I can’t assist you with that particular problem, I would gladly suggest a suitable alternative.

If you attempt some of these alternatives, I am confident that your problem can be resolved without difficulty.

Would it be possible for me to suggest that you consider trying one of the alternatives listed below?

2.4 How to Forward a Request to the Higher-Level Operators?

If the inquiry is beyond the scope of your duties, you may utilize the following phrases to guide your customers elsewhere:

I would be willing to assist you with resolving this problem, but it falls outside the boundaries of my duties. Should I put you in touch with my supervisor?

I apologize, but before proceeding, I need to consult my manager to confirm if I am able to handle this request.

Regarding this issue, I am unable to assist you. However, I can connect you with a supervisor who may be able to resolve it.

3. Transferring Customer Service Chats With Live Chat Scripts

If the customers chose the wrong department at the beginning of the chat session or were unsure of which option to select for the information they need, it is necessary to transfer them to agents who are specifically trained to assist with their problems.

In order to avoid customers getting frustrated, take a look at the customer service chat examples in various scenarios.

3.1 Customer Service Scripts for Suggesting Transfer

I apologize, but our department is unable to assist you with that matter. Would you mind if I connected you with my colleagues who are capable of handling your request?

(Customer name), allow me to redirect you to (department name) as they have the expertise to offer the most suitable resolution.

I apologize for any inconvenience caused, but our department lacks the specific information you are seeking. Would you be open to being transferred to the appropriate department?

I’m sorry, but I am unable to assist you with that matter. However, I can connect you with my colleague who is specifically trained to handle this type of request. Would you be interested in that?

3.2 Live Chat Scripts Used When Transferring Customers

Please wait a moment, and I will quickly connect you with (agent name) from (department name).

Can you please wait for a moment? I’m redirecting you to the appropriate individual.

3.3 Live Chat Scripts to Use When Customers Want to Speak With Another Agent

Positive Replies

Yes, in a moment I will transfer you to (agent name).

Can I place your call on hold for a moment while we connect you with (agent name)?

Negative Reply

I’m sorry, but (agent name) is currently unavailable. Is there anything I can assist you with today?

4. Putting Customer on Hold Using Live Chat Script Examples

If you need to place your customers on hold, it is important to inform them in a respectful manner. While it is unlikely that they will feel excited about the situation, your aim should be to lessen their frustrations.

4.1 Convenient Live Chat Scripts to Use in the Middle of the Conversation

Could you please wait for a moment while I put you on hold?

Do you mind if I place your call on hold while I verify this for you?

Would it be acceptable for me to place you on hold until we have reviewed that information?

If you are okay with waiting for a moment, I will provide you with the requested information soon.

4.2 Customer Service Script Templates to Use in the Queue

You are in the queue and one of our agents will be with you shortly. The current wait time is 1 minute.

We apologize for the inconvenience, but all of our customer support agents are currently occupied. Kindly remain on hold for a few minutes, and we will attend to you shortly.

We appreciate the importance of your call and would like to inform you that all of our agents are currently attending to other customers. We anticipate that one of our agents will address your request in approximately (number) minutes.

4.3 Live Chat Scripts to Say Thanks for Waiting

Apologies for the delay, and we appreciate your patience while you were on hold.

We regret the delay and apologize for any inconvenience caused. My name is (agent’s name) and I am available to assist you.

Thank you for your patience and apologies for the delay. What can I assist you with?

5. Asking for Additional Information Using Live Chat Script Examples

Asking for additional information may cause discomfort to your customers as it extends beyond the collection of basic details. The provision of extra information may pose risks to their privacy and security, necessitating the maintenance of a tone that assures them of your trustworthiness.

5.1 How to Ask for General Information?

Would it be a problem if we verified certain pieces of information provided by you?

If you don’t mind, we will need to gather some additional information before we can proceed.

5.2 How to Ask for Billing Information and Sensitive Information Verification?

Could you please confirm your current billing address?

In order to place your order, would you be able to provide me with your credit card details?

Could you kindly provide me with your complete credit card number along with its security code and expiry date, please?

Could you kindly provide me with the zip code for your current account?

Before we continue, to assist me in confirming your identity, please enter the phone number associated with your account.

May I ask you to confirm your birth date before we proceed to reviewing your account information?

5.3 How to Ask for Address/Location Verification?

Before we proceed to check the status of your pending order, could you please verify your location/address?

Could you possibly provide your billing address?

In order for me to promptly track your order, kindly provide me with your current billing location.

5.4 How to Ask for Account Number/Date of Birth/Last Four of SSN?

Could you kindly provide the account number that is mentioned on the bill?

To expedite the tracking of your account information, please confirm your date of birth.

In order to continue with the account verification process, I will require either your date of birth or the last four digits of your social security number.

6. Proactive Sales Chat With Live Chat Scripts

Having a proactive approach goes beyond merely greeting someone first. It involves selecting the appropriate words that will create a favorable impression on the individuals visiting your website and encourage them to interact with you. Consequently, let us examine a few proactive messages that prove to be highly efficient in various situations.

6.1 Useful Customer Service Scripts for Reviewing Options

If you need assistance in selecting the appropriate option for your needs, please feel free to reach out to us.

Are you in need of assistance in making the correct decision regarding the numerous choices available on our website?

Would you like us to provide further information about our top deals?

If you provide us with more details about your requirements, we will be happy to assist you.

6.2 Recognizing When a Customer Needs Help

Hello, do you require assistance in locating what you require?

If you’re looking for something, feel free to inform us if we can assist you in finding it.

It appears that you looked at your shopping cart some time ago. Would you like to proceed with the checkout, or do you require assistance in locating something different?

6.3 Unresponsive Customer

Are you still here? It has been quite some time since you last messaged. Would you like to keep chatting?

Greetings! It appears that you have not been active for some time. Is there anything we can assist you with?

It appears that you have had no activity for a few minutes. Is there anything we can assist you with in navigating our website?

We have recently observed that you have been inactive for a period of time. If you require any assistance with navigating our website, please feel free to reach out to our live chat support.

6.4 Communicating Sales and Promotions

Active promotions

Hello, we wanted to inform you about the discount we are currently offering on (product name). If you’re interested in this offer, please inform us.

Before you proceed to check out, please take a moment to check out this exclusive limited-time deal that we are offering specifically for you.

Did you know that (product name) is currently available at a discounted price? Take a look at this offer if you are interested in making some savings.

Inactive promotions

We regret to inform you that this offer is no longer valid. If you wish to explore other exciting promotions, please take a look at this.

Regrettably, the offer’s time limit has elapsed. Would you be interested in exploring other excellent promotions we have specially prepared for you?

Apologies, but the product you are seeking is currently unavailable. However, I can recommend other appealing promotions that are currently accessible.

6.5 Live Chat Scripts to Use to Offer Items Frequently Purchased Together

After purchasing (Product 1 name), would you like to enhance your purchase with (Product 2 name)?

If you are buying (Product 1), we recommend that you also take a look at (Product 2).

Would you like to see that many customers who have purchased (Product 1) have also bought (Product 2)?

6.6 Presenting the Purchasing and Shipping Options With Live Chat Script Examples

At present, your cart contains (number) items and your balance is (total).

You’ve got great news! Because your cart value exceeds (number), you qualify for a special discount.

There are various shipment options available for you to choose from, including (Option 1), (Option 2), and so on.

The date we estimate your offer will be delivered by is (insert estimated date).

We anticipate that your order will be delivered within (the number of days).

Good news! Your order amount is (total), making you eligible for free shipping!

7. Live Chat Sales Scripts for Sales Follow Up Chat Sessions

In order to ensure that your visitors have a flawless purchase experience, it is advisable to maintain communication with them throughout the entire buying process. Nonetheless, it is important to do so in a subtle manner. To accomplish this effectively, you might consider utilizing the following listed scripts.

7.1 Live Chat Scripts That Help Ask for Contact Details

Hello. Could you kindly provide me with your contact details so that we may proceed further?

To proceed with further updates, may I kindly request your phone number or email address, (customer name)?

7.2 Offering Information on Your Products or Services Using Live Chat Scripts

If you want more information about (product name) subscriptions, simply inform me and I will gladly provide you with details promptly.

Do you require assistance in comprehending the installation process of (product name)?

If you are unsure about how to subscribe, please inform us if you require any further explanations.

7.3 Asking Visitors What They Are Searching for on Your Website

Hello (customer name), may I ask the reason for visiting (website name) today?

Hello (customer name). Could you please share with us the way in which you discovered our website?

Hello (customer name). Do you have a particular item in mind? Inform us of your requirements so that we may assist you.

Hello (customer name). What is it that you are looking for? Please reach out to us so that we can enhance our service to you.

8. Request for Live Assistance by Co-Browsing or Video Chat

To gain the trust of customers, it is necessary to approach live interventions and co-browsing in various forms, even if it may appear to compromise their privacy.

8.1 Request for Live Assistance by Co-Browsing

It appears that screen sharing will be necessary in order to assist you with this problem. Are you comfortable with us remotely accessing your browser at this time?

It appears that the information you have given us is not useful in addressing this problem. Would it be possible for us to view your screen in order to continue?

Would you be able to share your screen with us at this moment? It would greatly assist us in handling this request.

8.2: Request for Live Assistance by Video Chat

Would you be at ease discussing the matter through a video call?

Are you able to engage in a video chat to have a conversation? This will enable me to accurately determine which part of the product experienced damage.

9. Closing Live Chat Sessions

It is important for operators to be polite throughout the entire chat conversation in order to ensure that no customer leaves dissatisfied. This is because customers anticipate a positive conclusion to their interactions with the brand. Operators can follow these steps to create a satisfying ending to a conversation with customers.

9.1 Saying Thank You

Thank you for getting in touch with us. We look forward to hearing from you again! Have a great day.

We appreciate you reaching out to our live chat support. If there is anything else we can assist you with, we are here to help. Have a pleasant day!

9.2 Addressing Unresponsive Customers

Since it appears that you are not responding, I will conclude this chat. If you still require assistance, please feel free to initiate a new session. Thank you for contacting us.

9.3 Providing Alternative Contact Options for Future Inquiries

If you have any additional problems, please feel free to reach out to us at (email address).

If there is any additional problem, feel free to contact us. In addition, you have the options of reaching out to our support team via email (insert email address) or by calling our customer service line (insert phone number). Furthermore, you can also get in touch with us through our social media accounts (insert accounts).

10. Providing In-App Support

Your iOS and Android app users desire to promptly reach out to your brand for assistance when they encounter difficulties. This is likely due to encountering issues while using your app or experiencing repeated errors that hinder their overall experience.

To effectively handle this situation, you can utilize the provided mock chat examples.

Need immediate support? Start a chat with me right now for instant troubleshooting assistance!

Hello (Customer Name)! I’m pleased to be in touch. We have a selection of tutorials available that could assist you in resolving your issue more efficiently.

11. Asking for Review

If you are looking to receive feedback from your customers in order to enhance your product or service, or create a testimonials page on your website, you may utilize the customer service script example provided below.

Hello (customer name), we are pleased to hear that we have resolved your issue. If you are satisfied with our customer service, we would greatly appreciate it if you could leave a review for (relevant product/service name). You can accomplish this by visiting (review page link).

12. Requesting Screen Sharing

When operators need to initiate a detailed support process, screen sharing and co-browsing are two separate procedures that they must follow. Therefore, operators should request screen sharing access from customers in the following manner.

Can you share your screen with me so that I can see the specific area where you are having difficulties?

I would like to verify if you are comfortable with sharing your screen, as it will facilitate the smooth progression of the form fill up procedure.

13. Customer Retention Scripts

When it comes to keeping visitors and encouraging them to make a purchase, it is advantageous for your company to utilize one of the scripts provided below.

Do you want me to show you our best promotional offers related to (relevant products)? It seems like you’re interested in some of our products, but you haven’t made a final purchase yet.

Would you be interested in learning more about the special discounted prices of (products of your interest)?

Hello, we are pleased to inform you that we have a limited-time offer for a discount on (product name). Are you interested in taking a look?

14. Scripts That Help Taking Responsibility for a Mistake

To ensure you communicate with your customers effectively in the aftermath of a negative incident, it is crucial to have well-crafted scripts. These scripts play a significant role in shaping your future interactions with customers. Consider implementing the following suggestions to ensure you approach your conversations with them in the most appropriate manner.

I sincerely apologize, (Customer name), for any inconvenience caused. I regret to inform you that I mistakenly provided you with the outdated price for this product. The accurate price is…

Apologies, (Customer name), we mistakenly sent you an incorrect invoice. We will promptly send you the correct one and include a special discount voucher as compensation for any inconvenience caused.

15. Examples of Live Chat Scripts for Saying No

Even though the customer is always right, there are times when it is necessary to express a different opinion. How can this be done while minimizing their frustrations to the greatest extent? One approach is to utilize one of the provided scripts.

Apologies, but we are currently unable to carry out this task. Would you prefer us to notify you when this feature becomes accessible?

I’m sorry, but the product you’re interested in is no longer available and has been discontinued. Can I show you some alternative options?