Many customers want to connect with their favorite brands over the phone. However, most publications focused on customer service announce that “the phone call is dead”, which is actually a sentence from a November 14th, 2010 (!) TechCrunch article. And even though the author added that by “dead” the tech industry means “in decline”, years later and various studies like this one by Forrester prove otherwise.
However, we can’t argue that other communication channels used in customer services, such as live chat, chatbots, or instant messengers aren’t growing in popularity. But it doesn’t mean that customers are no longer interested in phone assistance.
Below you will find a few examples of closing/pausing contact templates. Use them to finish or pause communication with your customers in a positive way, ensuring their satisfaction and loyalty.
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One of the reasons to close contact may be the simple fact of the customer’s issue being resolved. Then, the only thing to do is to thank the customer for a conversation and assure them that they can reach out again any time they need assistance.
Other reasons for closing contact may include an inability to solve the customer’s request or moving the conversation to a different channel. Pausing contact usually happens when finding a solution to the customer’s problem is taking longer than usual or additional time is needed to involve different stakeholders. In rare situations, contact may be closed because of the client’s behavior: being rude, aggressive, or unwilling to cooperate with the agent, for example.
Yes, your agents should always explain why something is happening, and that doesn’t only apply to explaining the reasons for closing or pausing a contact. Therefore it should be treated as a rule by your agents to clarify why a ticket or contact is being closed or paused. It doesn’t need to be a long speech. Two short sentences covering what happened, why it happened, and the next steps are enough to keep your customers well-informed.
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