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Live Chat Sample Spiels Introduction English 1. Hi ! Welcome to Maya. I'm Angel. How can I assist you today? 2. Hello ! Thank you for contacting Maya. I'm Angel. How can I help? 3. Hi ! You're with Angel from Maya. How can I help? 4. Hello ! Thanks for choosing Maya. I'm Angel. How can I assist you today? 5. Hi ! This is Angel from Maya. How can I assist you? 6. Hello ! Welcome to Maya! I'm Angel. How can I assist you today? 7. Good [morning/afternoon/evening] ! I'm Angel from Maya. What's your concern today? Taglish 1. Hi! Welcome sa Maya. Ako si [Your Name]. Paano kita matutulungan today? 2. Hello! Salamat sa pag-contact sa Maya. Ako si [Your Name]. Ano ang maitutulong ko? 3. Welcome sa Maya! Ako si [Your Name]. Paano kita matutulungan? 4. Hi! Kasama mo si [Your Name] from Maya. Ano ang maitutulong ko? 5. Hello! Thanks for choosing Maya. Ako si [Your Name]. Paano kita matutulungan today? 6. Hello! Welcome sa Maya! Ako si [Your Name]. Paano kita matutulungan today? 7. Good [morning/afternoon/evening]! Ako si [Your Name] from Maya. Ano ang concern mo today? Acknowledgment/Assurance/Empathy English 1. I understand your situation [include concern]. I'm here to help. 2. Thank you for sharing [include concern]. Let's sort this out. 3. I get your concern [include concern]. I'll assist you. 4. Thanks for your patience. We'll help you out [include concern]. 5. I understand this is important. We'll find a solution [include concern]. 6. Thanks for the information [include concern]. Let me check on this. 7. I understand your situation [include concern]. Let's fix this. 8. Thanks for letting me know [include concern]. I'm here to assist you. 9. I understand your concern [include concern]. Let's address this. 10. Sorry for the inconvenience [include concern]. I'll assist you. Taglish 1. Salamat sa pag-share [include concern]. Ayusin natin ito. 2. Naiintindihan ko na importante ito [include concern]. Gagawa tayo ng paraan. 3. Salamat sa pag-inform [include concern]. Nandito ako para tulungan ka. 4. Naiintindihan ko ang concern mo [include concern]. Aayusin natin ito. 5. Pasensya na sa abala [include concern]. Tutulungan kita. Acknowledgment/Assurance/Empathy English For security validation, please provide For verification of your account,… For account verification,… To ensure security measures,… To verify your account,… For security purposes,… As part of our security protocol,… Thanking the Customer for the Information Provided English 1. Thanks for the information. I'll check right away. 2. Thank you for the details. I'll look into this. 3. Thanks for sharing. I'll review your account. 4. Thank you for the information. I'll check on that. 5. Thanks for the details. I'll verify immediately. 6. Thank you for the information. I'll check on it. Taglish 1. Salamat sa pag-share. Ire-review ko ang account mo. 2. Thank you sa information. Iche-check ko na ito sa aming system. 3. Thanks sa details. I-verify ko agad. 4. Thank you sa info. Iche-check ko ito. 5. Salamat sa details. Ire-review ko yan. Putting the Chat on Hold for Checking English 1. Please hold for a moment while I check your account. 2. I need to check the details. Could you hold for a moment? 3. Let me check the information. Could you hold for a moment? 4. Hold on for a moment while I look into this. 5. I need to check the details. Could you hold for a moment? 6. To assist you properly, let me check this first. Please hold on. 7. I'll review your account. Please hold on for a moment. 8. Could you hold for a moment while I check your account? 9. Let me review the information. Please hold on. Taglish 1. Hold lang saglit habang iche-check ko ang account mo. 2. Hold lang for a moment habang tinitingnan ko ito. 3. Para matulungan kita ng maayos, iche-check ko muna ito. Hold lang saglit. 4. Ire-review ko lang po yung account mo. Hold lang for a moment. 5. Ire-review ko ang information. Hold lang saglit. Getting Back to the Customer After Checking English 1. Thank you for waiting. Here's what I found in your account. 2. Thank you for holding. Here's the update on your account. 3. Thanks for your patience. Here's what I found. 4. Thank you for waiting. Here are the details of your account. 5. Thank you for waiting. Here's the update on your account. 6. Thanks for holding. I've reviewed it, and here's the information. 7. Thanks for holding. I've checked your account. Here are the details. Taglish 1. Thank you sa paghihintay. Narito yung update sa account mo. 2. Na-check ko na ang account mo. Heto ang update. 3. Salamat sa paghihintay. Heto ang details na nakita ko. 4. Na-review ko na ang account mo. Heto ang information. Providing Resolution English 1. Here's what we'll do to resolve the issue [explain solution]. 2. Based on the review, here's the solution we can implement [explain solution]. 3. To fix this, we'll proceed with [explain solution]. 4. To address your concern, here's what we'll do [explain solution]. 5. Here's the next step to resolve the issue [explain solution]. 6. I've found a solution. We'll proceed with [explain solution]. 7. To resolve this, we can do [explain solution]. 8. Here's what we can do to resolve the issue [explain solution]. 9. We'll do this to resolve the problem [explain solution]. 10. Here's the plan to fix this [explain solution]. Taglish 1. Eto ang gagawin natin para ma-resolve ang issue [explain solution]. 2. Base sa review, heto ang solution na pwede nating gawin [explain solution]. 3. Para maayos ito, gagawin natin ang [explain solution]. 4. Para ma-address ang concern mo, eto ang gagawin natin [explain solution]. 5. Narito ang next step para ma-resolve ang issue [explain solution]. 6. Para ma-resolve ito, pwede natin gawin ang [explain solution]. 7. Heto ang pwede nating gawin para maayos ang issue [explain solution]. Asking for Further Assistance You are welcome. English 1. Is there anything else I can help you with today? 2. Do you have any other needs? 3. Do you have any other concerns you'd like to ask? 4. Do you need any further assistance? 5. Is there anything else I can assist you with? 6. Do you have any other questions or concerns? 7. Do you need any other help? 8. Do you have any other questions that need answers? Taglish 1. May iba pa ba akong maitutulong sa'yo today? 2. May iba ka pa bang concern na gusto itanong? 3. May iba pa ba akong maitutulong sa'yo? 4. Meron ka pa bang ibang tanong or concern? 5. Anything else na kailangan mo ng assistance? Closing Spiel English 1. Thank you for chatting with us today. Have a great day! 2. Thanks for contacting Maya. Have a wonderful day! 3. We appreciate you reaching out. Take care! 4. Thank you for choosing Maya. Take care! 5. It was a pleasure assisting you. Have a great day! 6. Thanks for contacting us. Enjoy your day! 7. Thank you for chatting with us. Have a nice day! 8. We appreciate your chat. Have a good day! 9. Thank you for reaching out. Take care! 10. Thank you for reaching out. Have a wonderful day! Taglish 1. We appreciate ang pag-reach out mo. Take care! 2. Thank you for choosing Maya. Ingat ka! 3. Salamat sa pag-reach out. Take care! Spiel for Non-Cooperative User Non-Cooperative User Using Profanity I understand your frustration, and I'm here to help resolve your issue. However, I must remind you that the use of inappropriate language is not acceptable in our communication. To continue assisting you effectively, I kindly ask for your cooperation in maintaining a respectful dialogue. If the language persists, I may need to end this chat. Persistent customer despite providing resolution (within SLA) I understand your concern, and I assure you that we've done everything on our end. Please monitor your account over the (include SLA), as these steps follow the standard banking process. We appreciate your patience. We’ve provided all the necessary steps to resolve your issue. It’s important to monitor your account now as this aligns with our bank’s processing timeframes. If there’s no update after the specified period, feel free to reach out again. I know it can be frustrating, but we need to allow some time for the banking process to complete. Please keep an eye on your account, and if you don’t see changes within the expected timeframe, we’ll be here to help. We’ve taken the required actions, and the next step is to watch your account as the bank finalizes the process. Rest assured, this is standard procedure. Please reach out if there’s no update after the expected period." Thank you for your patience. We’ve addressed your concern, and now it's crucial to monitor your account. These things can take a bit of time due to banking protocols. Let us know if there’s no update after the usual processing period. Nudge Spiel after 1 minute of no response from customer: May I know if you’re still there? Are you still there? I’m here to help if you need anything. I haven’t heard from you in a minute. Are we still connected? Hi, it’s been a minute since your last message. Are you still there? Just wanted to make sure we’re still on track. Are you still on the chat? It looks like it’s been a while since your last message. Nudge Spiel/Closing after 2 minutes of no response from customer: Since I haven't heard back from you, I’ll close this chat for now. If you need further help, please visit support.maya.ph. I’ll close this chat due to inactivity. For more support, please visit support.maya.ph. Thank you! As there’s been no response, I’ll close this chat. For further assistance, visit support.maya.ph). Have a great day! It looks like you’re away. I’ll close this chat for now, but you can always get more help at support.maya.ph. I’ll go ahead and close this chat due to inactivity. If you need more assistance, please visit support.maya.ph. Since I already provided you the resolution on your concern, I’ll close this chat. For more support, please visit support.maya.ph. Thank you! Hello __ from Team Maya! This is Angel! How may I assist you today? I’ve noticed you have been away for quite some time so I will close this chat. If you have any questions, feel free to reach out to us again. I am more than happy to help. Thank you for contacting Maya chat support. Please give me two minutes to check this for you. Kindly stay on this chat. Anything else that I can help you with?