When a customer feels that a reply is "robot-like", it is often not because of the use of standard words, but because the reply does not respond to his specific situation. Standard content can also be naturally credible as long as it retains information for understanding and action.
1. First confirm the customer’s specific problem
Don't just say "Hi, how can I help you?" When the customer has already described the problem, he can directly repeat the key points: "I saw that you reported that the package has not been updated for two days, so I will check it for you." This sentence completes the confirmation of understanding and the commitment to action at the same time.
2. When you need to wait, explain the reason
"Please wait" without a time frame or reason can easily make customers uneasy. Change it to "I am checking the warehouse records, it will take about 2 minutes, please wait a moment", which will make it easier for customers to accept the wait.
More mechanical:Dear, please be patient.
To be clearer:I am checking the shipping records and I expect to reply to you within 2 minutes.
3. Try to include the next step in every reply
After giving the rules, supplement what the customer or customer service should do next. For example: "The product supports 7 days of no-reason return. You can apply on the order page; after submission, I will continue to help you monitor the review progress."
4. Control the length of a single message
When chatting on mobile phones, long paragraphs of text will increase reading pressure. One paragraph expresses a key point; when the process is long, use numbers or divide it into two or three messages to send. Give the conclusion first, then explain the conditions.
Reduce repetitive salutations, apologies, and modal words, and leave space for solutions and accurate time.
5. Provide alternative solutions when requests cannot be met
Just saying "no" ends the communication. After explaining the restrictions, give one or two executable solutions: "The current address cannot be modified directly. I can try to intercept it for you, or contact the courier for re-delivery after the package arrives at the station. Which one is more convenient for you?"
In EYY, you can save "confirm question", "explain waiting", "give next step" and other contents as phrases respectively, and flexibly combine them according to the conversation, instead of sending an overly long universal reply.