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20 Email Endings and Chat Closings

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Ending an email or closing a chat can feel awkward if you don’t know what to say.

The options for ending an email or chat are endless. You can say, “Thank you,” or “Have a great day,” or “Please follow up ASAP.” How do you choose which one to use?

To know how best to end your customer service email or chat, you must find your motivation. Is there something you need the customer to know before they sign off? For example, do you need to let them know what their next steps are? Or do you just need to thank them for reaching out to your company for support?

You can accomplish a lot with the appropriate closing statement or question. What you accomplish will be determined by your motivation and how well you express that with your closing statement.

In this article, we’ll teach you how to craft effective email endings and chat closings by showing you five common motivations, followed by general writing tips. After that, we’ll share 20 examples of endings for emails and chats for you to copy and paste into your own messages.

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Common Motivations for Email Endings and Chat Closings

Motivation is the key to crafting an effective conclusion to your customer service email or chat. This is your last chance to say something to the customer, so you should use it as an opportunity to accomplish your goals.

Below are 5 examples of common motivations for an email ending or chat closing.

1. You Need To Wrap Up A Conversation

The most basic motivation is that you need the conversation to end. You may have finished helping your current customers already, but they’re chatty and your queue is now backed up. In this case, since the current customer’s needs have been met, it’s time for the next one to have their turn.

If your motivation is to end the conversation, it’s important to use a phrase that is polite, yet is close-ended. Meaning, you don’t expect the customer to answer this closing statement. It's just that: a closing statement. It signals the end of the chat or email exchange.

An example of such a statement is, “Thank you for contacting {{company name}} customer service. I hope you have a great day. Good-bye!” It’s kind and polite, but still firm and final.

2. You Need To Direct The Customer To Next Steps

Another common motivation for ending a customer service conversation is to direct the customer to their next steps. Their next steps are whatever they need to do to finish resolving their issue. This could include contacting a different department, opening a ticket, or calling in to discuss the issue over the phone.

In this case, you could end the email or chat with a message like the following: “To finish resolving this issue, please contact the Returns department at {{PH#}} with your order number, which is {{order_num}}. Thank you, and have a great day!” This tells the customer briefly and clearly what they need to do next.

3. The Customer Isn’t Responding

Sometimes you will find yourself locked into an email or chat conversation in which the customer isn’t responding to your messages.

If so many minutes–or in the case of emails, days–have gone by and you still haven’t heard from the customer, it’s best to close the conversation and put it to rest. Obviously, the customer doesn’t have time to answer, or else they decided that their issue is not important anymore. If they want to bring it up again, they can re-enter the chat queue or start a new email thread.

In this scenario, you should end the chat or email politely with instructions for the customer in case they decide to revisit the issue in the future.

4. You Need To Thank The Customer Before They Leave The Chat

For some companies, thanking the customer for reaching out to customer service or even just for being a customer is extremely important. It’s a way to build loyalty in the customer and make them feel appreciated, as well as leave them with a positive impression of the service they received.

This is the easiest way to end a chat or email. Using a variation of the simple phrase “Thank you for being a customer of {{company name}}!” is enough to fulfill the motivation of expressing gratitude to the customer.

5. You Need Them To Fill Out A Customer Satisfaction Survey

To improve their customer service, companies like their agents to ask customers to fill out a satisfaction survey at the end of their chat support or email thread. The agent is motivated to end their communication with a survey as well. If the customer is satisfied with their service, this will reflect positively on the agent who assisted them.

Introducing the survey is simple. Here is an example of a closing statement that asks the customer to fill out a survey: “If you are satisfied with your service today, please consider filling out this Customer Satisfaction Survey {{link attached}}.”

Don’t worry, we’ll have more examples in the last section of this article.

Tips For How To End A Chat Or Email

Aside from motivation, there are other things to consider when ending an email or closing a chat with a customer.

Depending on the context of the conversation and the nature of the customer, you may choose to write your closing statement in a formal tone. If you’re ending a conversation that the customer has stopped responding to, you may want to let them know they can follow up later when they have more time.

As you can see, there’s a lot more to closing a chat or email than you may have thought. Not to worry though! To help you craft an effective, professional closing statement, here are 4 tips on how to end a chat or email.

1. Determine If Formal or Informal Tone Is More Appropriate

When you’re getting ready to end an email or chat conversation with a customer, determine whether you should use a formal or informal tone for your closing statement.

Tone is important because it conveys feelings that are otherwise unspoken: respect, appreciation, camaraderie, empathy, etc.

If you’re chatting with a customer who has been emotional, for example, you may want to use an informal tone to express your deep empathy for their situation.

Here’s an example: “I’m so sorry you had to go through this. Please let me know if there’s anything else I can do for you in the future.”

If you’re emailing a customer about a potential sale or collaboration, you may want to close your message in a formal tone to show your high level of professionalism.

Try this example: “Thank you for reading our sales proposal. We believe it will lead to a long, mutually beneficial relationship between you and our company.”

Don’t skip out on tone or you’ll lose an opportunity to impress the customer.

2. Briefly Touch On Important Points of Your Conversation

Sometimes it’s helpful for both you and your customer to end the customer service conversation by briefly touching on the high points you discussed.

This gives the customer an opportunity to review what both parties said, change any decisions they may have made, or follow up with questions about anything they don’t understand.

Here’s an example of this closing statement tip in action: “Thank you for reaching out to {{company name}} customer service. You requested a refund for the defective product that we processed today. You should see the refund in your account within 2-3 business days. Before I end the conversation, is there anything else I can help you with?”

3. Tell Customer How To Follow Up

A universal rule of thumb for closing a conversation with a customer is to tell them how they can follow up.

Under what circumstances would the customer need to follow up? Usually, it’s in a situation where they may need to contact customer service again.

For example, the customer is not satisfied with their service. But since there’s nothing further you can do for them, all you can tell them is who to contact if their problem persists.

Another scenario where you may need to let the customer know who to contact for further questions is when they stop responding to your messages. Here’s an example: “I’m ending this chat conversation since I haven’t heard from you in {{number of minutes, hours, or days}}. If you have any questions or would like to revisit this issue, please open a new chat, and provide the following reference number {{ref_num}}.”

20 Email Endings and Chat Closing Examples

To make your email endings and chat closings even easier to implement, we’ve prepared 20 examples that you can copy and paste into your customer service conversations as needed.

Email Ending and Chat Closing Examples for Wrapping Up a Conversation

These 4 closing statements are designed to wrap up a conversation quickly, without sacrificing politeness or professionalism. They are especially useful if you have a lot of customers in your customer service queue and you’ve been talking to the current one for too long.

Email Ending and Chat Closing Examples for Directing the Customer to Next Steps

This set of email endings and chat closings will help you direct the customer to the next steps they need to follow to resolve their issue.

Email Ending and Chat Closing Examples For Customer Who Isn’t Responding

If your customer stops responding to your messages, you may feel at a loss for how to end the conversation without sounding rude or impatient. The following 4 examples will help you accomplish this motivation politely and professionally.

Email Ending and Chat Closing Examples for Thanking the Customer

Here are 4 great examples of how to thank the customer in your email ending or chat closing statement.

Email Ending and Chat Closing Examples for Filling Out Customer Satisfaction Survey

Finally, these last 4 statements will help you ask your customer to fill out a customer satisfaction survey that will help you improve their experience in the future.

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