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It instantly sets the rep on friendly terms with the customer and the conversation becomes less formal and template based while keeping a business tone.

After the customer confirms his wellbeing you can move on with: “Perfect, I am really glad to hear that! ” or you can express your sympathy if the customer is not doing well: “I am really sorry to hear that. ” If the customer starts the chat with a description of his problem, you can respond in the following way: “Hello Mary.

Greeting should be professional, while remaining friendly and personal at the same time.

A good example would be: “Hello John, thank you for calling Provide Support. ” Or you can start with a shorter but more personal greeting: “Hello John! ” I am personally a fan of this one, as it works really well.

I understand the problem and will be happy to help you. ” Once you have the name, make sure to spell it correctly.