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.
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.
Video: Best Statements to Use When Closing a Live Chat
Watch the video below to hear Leslie’s advice on the statements to use when closing a live chat:
With thanks to Leslie O’Flahavan, Principal and Owner at E-WRITE, for contributing to this video
Three Tips for Ending a Live Chat Like a Real Person
A personalized, thoughtful ending reassures customers that their concerns have been heard and addressed by a genuine individual, not just a script, as Leslie explains:
“For an overall perspective, when you start a chat, when you participate in the chat, and when you end it, you want to come across as a real person. This is important…
Customers are really suspicious that you’re a bot, and I’m sure if you do live chat already, they’ve asked you are you a real person.”
With this in mind, 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, as Leslie continues:
“When you wrap up your chat, communicate that you are a real person. The most familiar commonplace way to end a live chat is to ask, “Before we wrap up this chat, do you have any other questions for me?”
That’s okay. And I would say let’s add something to it to make it more specific. And this is how I would add it, “Before we wrap up this chat, do you have any questions for me about – and then you would mention the topic they’ve already asked you about – or anything else?”
Because that way you can demonstrate that you’re open to any question, but that you also are wrapping up a conversation that had a topic to it.”
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.
“All of these work best when you have really helped the customer, and if you haven’t been able to help the customer, then you will adjust the way you close the chat.”
If you are looking for more great insights from the experts, check out these next:
- How Does CCaaS Drive Innovation in the Contact Centre?
- Agent Self-Evaluation – The Pros and Cons
- The Secrets to Writing Better Customer Emails
- What’s the Best Sample Size for Quality Scoring?
Author: Leslie OFlahavan
Reviewed by: Robyn Coppell
Published On: 5th Dec 2024 - Last modified: 2nd May 2025
Read more about - Video, Customer Engagement, Leslie O'Flahavan, Live Chat
