Best phrases for customer support agents

Customer support system is about saying the right things at the right time. But sometimes we tend to forget or miss some important things, such as greeting or gratitude, and it could vital to the conversation you’re having.

Best phrases for customer support agents

Being a good customer support system means having good and effective tools at hand at any time and this includes saved messages, templates, and useful phrases embedded into your system.

Here are 8 useful phrases to implement in to support conversations to make them more pleasant and respectful:

  1. Thank you for your question

  2. I’m happy to help but

  3. I completely understand

  4. Thank you for mentioning

  5. I’ve gone through

  6. I’ve passed this to

  7. Thank you

  8. Don’t hesitate to reach out

The list of useful phrases is obviously longer and wider, but the above-mentioned phrases are good for almost any situation.

Having the tools you need at work right at hand is good. Having good and effective tools is even better.


Customer support system is about saying the right things at the right time. But sometimes we tend to forget or miss some important things, such as greeting or gratitude, and it could vital to the conversation you’re having.


Being a good customer support system means having good and effective tools at hand at any time and this includes saved messages, templates and useful phrases embedded into your system.


Here are 8 useful phrases to implement in to support conversations to make them more pleasant and respectful:


  1. Thank you for your question

  2. I’m happy to help but

  3. I completely understand

  4. Thank you for mentioning

  5. I’ve gone through

  6. I’ve passed this to

  7. Thank you

  8. Don’t hesitate to reach out

The list of useful phrases is obviously longer and wider and some support conversations should include individual replies but the above-mentioned phrases are good for almost any situation.

1 Thank you for your question, I’ll work on that

Support questions could be hard both for customers and agents to handle and it’s better to let customers know they are heard and their request will be processed. This type of phrase will win you some time to find a solution and smooth things over in the very start.

2 I’m happy to help but

You may need to clarify or clear some things up and this phrase is a good way to start with. Don’t be afraid to ask for something as an agent - it will definitely help the conversation and will guide you closer to resolving.

3 I completely understand why

At some point, a customer with a ‘feature suggestion’ to your product will reach out to you but it’d seem that a suggestion doesn’t fit your product. That is no reason to decline it straightly or letting customers know that the idea is bad - you should stick to the rule where everyone’s voice is heard. It’s like a ‘no’ without a negative effect on the conversation but with opening a possibility that their suggestion will be built.

4 Thank you for mentioning/bringing up

There are bugs or issues within your product that you don’t know about. It’s okay, it happens. There are great people, your customers, that report about those bugs and issues in the most pleasant way with an intention to let you know about it and fix it as soon as possible. These customers deserve gratitude too. They’ve done a good job, let them know you’re grateful.

5 I’ve gone/read through

Not only customers are seeking help from support agents but also agents need help from other agents in their team. Not knowing an answer is okay, asking for help is okay too - that’s why you have a whole team of great agents. This phrase can be used when another agent assigns to the conversation so customers will know they are now talking to another one.

6 I’ve passed/sent this to

If you are going to pass a conversation or the issue to any other department in your company, you should let your customer know about it. It’ll be even better if you clarify why are you passing the conversation to other departments and when customers will hear from you or the department regarding their issue.

7 Thank you

That’s simple. Be grateful at any time of the dialog.

8 Don’t hesitate to reach out, we are always here

You are. It’s good to let your customers know that you will help them at any time in the near feature, no matter what happened. A combination of gratitude and invitation to the next conversation is an effective tool you can use at the very end of a dialog.