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How to Make Your Offline Messages More Satisfying to Your Customers

Chat support is meant to reassure clients that you're available to help them, but what happens when you're not available?

How do you show clients that you still want to help if your chat support isn't available 24/7? Even if you can't get back to them right away, how do you make sure they're still heard?

If you provide live chat support to your customers, the messages you send when you're not in the office are almost as important as the ones you send when you're online.

What are offline messages?

Messages sent to customers who use your chat support service outside of business hours are known as offline messages.

When a customer clicks on your chat support box, a notification appears to inform them that they will not receive an immediate answer from an agent. This message could include the following:

  • an introduction informing clients that your support team is currently unavailable
  • information about additional help options available to them
  • They know when you'll be back in the office to help them, give them some guidance about your standard working hours

You can personalize this offline message with most chat support systems to match your brand's tone of voice and internal processes. That means you can ensure that you're providing excellent customer service even when you're not open for business.

Offline messaging can be turned on and off manually. Yet, finding an online messaging system that automatically shows offline messages when customers contact you outside of business hours is usually easier.

Customers' communications received outside of business hours can also be fed into your broader customer service process with the help of a good chat support app. When a customer sends you a message while you're offline, your app can turn it into a support ticket that your staff can take up when they return.

What is the significance of offline messages?

Establishing solid consumer relationships, real-time communications can be a powerful asset. You may reply to customers' questions quickly, build rapport with them, and show them that you're available to support them by sending them Text message or social media messages.

Customers expect to have a real-time conversation with one of your employees when they contact you through your chat app. When you aren't available, they can be disappointed.

You risk losing the relationship you've developed with them if you leave them hanging when you're out of the office, or possibly sending them to one of your competitors for assistance with their problem. Forbes claims, over two-thirds of customers will only wait two minutes for help.

Many clients, on the other hand, are patient enough to wait if they are given regular updates on the status of their query or are informed about why they should wait.

This makes sending offline messages a simple method to reassure clients that they are not being ignored. You may let them know you're out of the office, give them some options for next steps, and establish expectations for when they'll be able to speak with one of your team members with just one message.

Best practices for configuring your offline messages

So, you're all set to compose and send your offline message. What should you think about when putting one together?

Make it clear when you'll be returning to work.

If at all possible, tell clients when they may expect a response from you. They'll know how long they'll have to wait and whether they'd prefer to obtain help through a different channel this way.

Give them other options for getting the support they need

Instead than simply turning clients away, offer them additional solutions to assist them overcome their concerns. Customers may be directed to use your AI chatbot, send an email, request a callback, or check your FAQs page, depending on what you have accessible.

Customers can decide for themselves if they want to try to fix their problem another way or wait till they can chat with a member of your staff if you inform them about the alternative help options available. Even if they'd prefer to wait till you're online, they'll appreciate it if you take the time to clarify their options.

If they prefer to wait, they can simply reply to your offline message with a note for your support team to read when they return to the internet.

This would not have been possible in the past with traditional real-time messaging because both the customer and the support team member had to be using the app at the same time or the messages would not be delivered.

Today's chat support apps, on the other hand, use asynchronous messaging, which means that customers and businesses can send and receive messages at their convenience, much like they would in a text message conversation. This means your consumer may ask their inquiry and continue about their business, knowing that they'll be notified (normally by email) when you respond.

Use chatbots to increase customer engagement.

If your customer can't locate the answer, they'll turn to a FAQ for help. You'd be amazed how frequently chatbots can fix a problem and maintain a consumer relationship. Chatbots can do the following:

  • respond to common consumer inquiries about prices, services, and policies
  • Once you're back online, create tickets, identify customers, schedule meetings with your team, request clarification, and perform other tasks that will help you address the customer's problem faster
  • Pick up on keywords that can suggest a consumer is on the verge of leaving so you can give their query higher priority

Once you're back online, follow up as soon as possible

When you set up an offline message in your chat app, every time someone sends a message outside of your working hours, a support ticket will be generated.

When you return to the office, attempt to respond to these questions as quickly as possible. This is significant for two reasons:

  • If a customer says they don't want to use one of your other help channels, they've probably already been waiting a long time for their problem to be resolved. The faster you respond to their question, the more likely you are to delight them with excellent customer care.
  • Even if your customer chooses to resolve their issue through one of your other channels, it's still a good idea to double-check that it was resolved. This demonstrates that you care about the consumer and allows you to ensure that they are entirely happy by answering any leftover questions or concerns.

Start making the most of your offline messages.

When you're setting up chat support, it's easy to overlook offline communications, but they can have a big impact on how your consumers feel about your company. When done correctly, they can help you prevent minor concerns from becoming major complaints and even help you build stronger long-term relationships with your clients.

Written by
Valarie Koay

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