Live chat responses
In chat, the customer is waiting on the other side. Here are phrases for every moment of the conversation and how to use them in seconds.
Live chat is the channel where speed shows most: the customer types and expects a reply almost instantly. A HubSpot survey found that 90% of customers rate an immediate response as important or very important.
Replying fast without sounding like a robot is easier with phrases ready for each moment. Here are templates from greeting to closing.
Live chat tips
- Greet the customer as soon as they arrive, even if solving it takes a moment.
- Say when you need time: a "let me check, give me two minutes" stops them thinking you've left.
- Short messages: several brief messages read better than one long block.
- Use their name and adapt templates to what they've told you.
- Always close the conversation by checking everything is solved.
Templates for every moment of the chat
Greeting
Hi [name]! 👋 I'm [your name] from the support team. How can I help?
Asking for a moment
Thanks for waiting, [name]! I'm checking your order and will get back to you in two minutes.
Asking for details
To look into it, could you share your order number or the email you used to buy?
Transferring to another team
Our [area] team handles this. I'm passing you to [name], who already has all the context, so you won't have to repeat yourself.
When you don't know the answer
Good question. I want to give you the right answer, so I'll check and email you before [time]. Does that work?
Closing
Is there anything else I can help with? If not, have a great day, [name]! 😊
Reply in seconds with shortcuts
In chat, every second counts. With NexoPad you save your phrases with shortcuts and insert them in your tool's chat console, whichever it is. For example, with /hold NexoPad asks for the customer's name, what you're checking and how long you'll take, then writes the message.
Dropdowns let a single template cover many cases: order, account or invoice; one, two or five minutes.
Frequently asked questions
How fast should I reply to a chat?
As soon as possible. Many teams set an internal goal of greeting within a minute, even if solving takes longer.
Don't templates make you sound like a robot?
Not if you personalize them: use the customer's name and add a sentence about their specific case.
Does NexoPad work in my chat tool?
Yes, if you use it in the browser: Intercom, Zendesk, Freshchat or any other. We explain how in our guide to macros in Zendesk and Intercom.
Can I share phrases with my team?
Yes, with NexoPad Teams you share a reply vault with the whole team.
Published on October 11, 20266 min read
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