Best Statements to Use When Closing a Live Chat

Ending a live chat in a way that feels human is essential for building trust and leaving customers with a positive impression.

When interacting through live chat, customers often worry they’re speaking with a bot or receiving automated responses, which can make the experience feel impersonal.

This is why it’s so important to clearly communicate that you’re a real person when concluding the conversation.

A personalized, thoughtful ending reassures customers that their concerns have been heard and addressed by a genuine individual, not just a script.

To find out how to effectively end live chat conversations, we asked Leslie O’Flahavan, Principal and Owner at E-WRITE to share three practical tips to help you close live chats in a way that feels personal and genuine.

Three Tips for Ending a Live Chat Like a Real Person

Here are three practical and effective tips for closing live chats in a more personal, authentic, and customer-focused way:

1. Use a Familiar Closing Question

The most common way to wrap up a live chat is by asking “Do you have any other questions for me today?”

This simple, familiar question is widely used and generally works well. However, it’s important to deliver it in a friendly, conversational tone to avoid sounding robotic.

2. Make Your Closing Specific

To make the interaction more personal, Leslie recommends adding a specific detail related to the conversation.

Instead of just saying “Do you have any other questions for me today?” you could say, “Before we wrap up, do you have any questions for me about [mention the topic discussed] or anything else?”

This shows that you’re paying attention to the customer’s needs and are ready to assist with any other concerns.

3. Offer Additional Resources

Another way to end on a helpful note is by mentioning additional resources that may benefit the customer.

For example, you could say, “As we’re wrapping up, I just want to let you know that we also have tutorials on this topic” or “We have a customer forum where you can connect with others who use this product.”

This not only provides extra support but also reinforces the idea that you’re a real person looking to help.

With thanks to Leslie O’Flahavan, Principal and Owner at E-WRITE, for contributing to this video

If you are looking for more great insights from the experts, check out these next:

• Agent Self-Evaluation – The Pros and Cons
• The Secrets to Writing Better Customer Emails
• What’s the Best Sample Size for Quality Scoring?
• Using the 3 Strike Rule in the Contact Centre

Author: Leslie OFlahavan
Reviewed by: Robyn Coppell