Hello! My name is [agent’s name] from [company’s name]. Am I speaking to [customer’s name]?
[Customer confirms their identity]
Perfect. So, [customer’s name], I’m calling about a ticket you created [X] days/hours ago. Can you confirm that you created the ticket, numbered [ticket number]?
Thank you for confirming that. I started processing your inquiry, but it seems that I need some help from our tech team because [explanation]. That’s why I will pause your ticket for [X] days/hours until I get all the information I need from them. Is that okay with you?
Thank you for your understanding, [customer’s name]. I appreciate your patience and promise that I will do my best to resolve your issue as soon as possible. I will get back to you once I’m able to reopen your ticket. Please feel free to contact me anytime by calling [phone number] or sending an email to [email address]. Have a great day!
Hi! It’s [agent’s name] with [company’s name]. Am I speaking to [customer’s name]?
[Customer confirms their identity]
Thank you. I’m calling to inform you that the ticket [ticket number] you raised has just been resolved, and that’s why I’m closing it. Please confirm that the issue you reported has been fixed.
That’s great to hear. You will receive an [email/SMS] confirmation that your ticket was closed in the next few minutes. Do you have any questions regarding this process?
[Customer either denies or presents their issue. The agent then tries to answer any questions and continues with the script].
I hope all of this was helpful. If you have any other questions, you can always contact us later or create a ticket using our helpdesk. Can I help you with anything else?
Okay, then have a great day, and feel free to get back in touch if you need!
Good morning, I’m calling on behalf of [company’s name], my name is [agent’s name]. Please confirm that I reached [customer’s name/customer’s ID].
I’m contacting you to inform you that the ticket you created was resolved. You can check its status via our help desk by logging into your customer service dashboard and clicking on the [tab’s name] tab. I hope that the issue you reported won’t occur again and that your future experiences with our [product/service] will be seamless. Do you have any questions related to this process?
[Customer either denies or presents their issue. The agent then tries to answer any questions related to the process and continues with the script].
Thank you for taking the time to speak with me. Have a great day!
“name”: “Should the client be informed why a ticket has been closed or paused?”,
“text”: “Yes, it would be best to inform the client as to why you’re closing/pausing their ticket. Otherwise, clients may feel forgotten or uninformed, and this kind of situation won’t provide an outstanding customer experience for them.”
“name”: “How long can a ticket be paused for?”,
“text”: “There’s no simple answer to this question. Your company and its agents should do their best to resolve tickets as fast as possible. People don’t like to wait, and your customers are not an exception. If you want to make sure that the service you provide is good enough, look for industry benchmarks.”
“name”: “What are the necessary customer service traits and skills?”,
“text”: “Every person working in customer service should have and constantly improve their communication skills, problem-solving skills, and company/product knowledge. ”