Greeting and Branding · UBGS MNL

Chat

Chat

Customer Scenario

Sample Statement

1

Opening Statement

Hi, and thanks for contacting Ulta Beauty! I am AGENTNAME, and I will be assisting you today. Give me just a moment while I review your previous conversation to assist you in the best way possible. One moment, please!

2

Temperature Check

It was great chatting with you today about CONCERN. I want to know if there is anything else I can do to assist you today.

3

Temperature Check (1 minute inactivity)

Hi, we noticed that it has been a bit since we have heard from you. Do you still need assistance? If so, we are happy to help! Please let us know within the next 2 minutes.

4

Temperature Check (5 minute inactivity)

CUSTOMERNAME, I noticed that it has been a bit since I have heard from you, and I just want to make sure that I have not lost connection with you. If you still need assistance, please let me know as I will be here with you for a few more minutes.

5

Self-Serve Offer

Please do not hesitate to contact us if you need additional assistance regarding your products and services. You can easily reach us by navigating to Account > Contact Us and selecting your preferred support channel through the Ulta Beauty mobile app, or by visiting https://www.ulta.com/guestservices/all#Contact_Us. We are looking forward to hearing from you soon.

6

Closing Statement

Thank you CUSTOMERNAME for visiting us on ulta.com and sharing your great taste in products with us! We hope you have a wonderful day! 🧡

7

Closing Statement (8 minute inactivity)

CUSTOMERNAME, our system will automatically close this chat soon if there is no activity. I will send you an email to follow up and make sure we can work on your CONCERN. If you still need help, please reply directly to that email and I will be happy to assist you. You can also reconnect through chat anytime, and the next specialist will have access to our conversation history. Thank you for chatting with Ulta Beauty Guest Services! Have a great day!

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Email

Email

Customer Scenario

Sample Statement

1

Opening Statement (New Interaction)

Thank you for contacting Ulta Beauty Guest Services regarding your CONCERN. We know how important it is to ensure you EMPATHY. Allow us to help you get the best possible options to resolve your concern.

2

Opening Statement (Existing Interaction)

Thank you for your prompt response about your CONCERN. We know how important it is to ensure you EMPATHY. Allow us to continue helping you get the best possible options to resolve your concern.

3

Self-Serve Offer

Please do not hesitate to contact us if you need additional assistance regarding your products and services. You can easily reach us by navigating to Account > Contact Us and selecting your preferred support channel through the Ulta Beauty mobile app, or by visiting https://www.ulta.com/guestservices/all#Contact_Us. We are looking forward to hearing from you soon.

4

Closing Statement

Thank you for confirming that we were able to help you resolve your concern. We are working diligently to improve our products and services to improve your customer experience because you are important to us, and we always strive to make you our priority. We will now be closing this conversation.

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Narvar

Narvar

Customer Scenario

Sample Statement

1

Opening Statement

Thank you for getting in touch with us about your CONCERN, and we found that you responded to a survey. Your feedback is important to you, and we want to make things right for you.

2

Self-Serve Offer

Please do not hesitate to contact us if you need additional assistance regarding your products and services. You can easily reach us by navigating to Account > Contact Us and selecting your preferred support channel through the Ulta Beauty mobile app, or by visiting https://www.ulta.com/guestservices/all#Contact_Us. We are looking forward to hearing from you soon.

3

Closing Statement

Thank you for confirming that we were able to help you resolve your concern. We are working diligently to improve our products and services to improve your customer experience because you are important to us, and we always strive to make you our priority. We will now be closing this conversation.

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SMS/Text

SMS/Text

Customer Scenario

Sample Statement

1

Opening Statement

Hi! This is AGENTNAME, and I will be assisting you today. 🧡 I am happy to help you with your account. In order to do so, please confirm your first and last name, phone number, and email. If you have your order number, please provide that as well.

2

Self-Serve Offer

Please do not hesitate to contact us if you need additional assistance regarding your products and services. You can easily reach us by navigating to Account > Contact Us and selecting your preferred support channel through the Ulta Beauty mobile app, or by visiting https://www.ulta.com/guestservices/all#Contact_Us. We are looking forward to hearing from you soon.

3

Closing Statement

You're welcome! It's a pleasure to assist you today. You can always contact us again, and we will be happy to help you. Thank you for reaching out to Ulta Beauty. Have a nice day and stay safe. 🧡

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Social Media

Social Media

Customer Scenario

Sample Statement

1

Opening Statement

2

Self-Serve Offer

3

Closing Statement

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Supervisor

Supervisor

Customer Scenario

Sample Statement

1

Opening Statement (Callback)

Hello! I am AGENTNAME, and I am one of the supervisors here at Ulta Beauty Guest Services. I am contacting you because my team forwarded your concern, and I want to help you rectify your CONCERN-related concern.

2

Opening Statement (Live)

Thank you for calling Ulta Beauty Guest Services. This is AGENTNAME, one of the supervisors. May I know the customer's full name, concern, and if they are fully verified.

3

Opening Statement (Non-Live, New Interaction)

I hope this email finds you and your family in good health. I am Shiekh, and I am one of the supervisors here at Ulta Beauty Guest Services. I am contacting you because my team forwarded your concern, and I want to help you rectify your CONCERN-related concern.

4

Opening Statement (Non-Live, Existing Interaction)

I hope this email finds you and your family in good health. I am Shiekh, and I am one of the supervisors here at Ulta Beauty Guest Services. I am contacting you because we previously sent you a message and we were unable to receive your response, so we are reaching out to you to ensure you are meeting halfway with your issue's progress.

5

Self-Serve Offer

Please do not hesitate to contact us if you need additional assistance regarding your products and services. You can easily reach us by navigating to Account > Contact Us and selecting your preferred support channel through the Ulta Beauty mobile app, or by visiting https://www.ulta.com/guestservices/all#Contact_Us. We are looking forward to hearing from you soon.

6

Closing Statement (Resolved Issue)

I am happy that we were able to meet your expectations with the resolution we provided. Please remember that we are always here working diligently to improve our products and services to give you a seamless shopping experience. I am SUPERVISOR, and thank you for being the best part of Ulta Beauty.

7

Closing Statement (Unresolved Issue)

I want to extend my sincere apologies if we are unable to meet your expectations with the resolution we provided. We are taking your feedback seriously as we are always here working diligently to improve our products and services to give you a seamless shopping experience. Thank you for contacting Ulta Beauty Guest Services, please take care and always stay safe.

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Voice

Voice

Customer Scenario

Sample Statement

1

Opening Statement

Thank you for calling Ulta Beauty Guest Services. This is AGENTNAME, and how may I help you today?

2

Empathy and Issue Identification

I appreciate you bringing this up to our attention and I assure you that I will do what we can to help you. Based on my understanding, you need assistance in CONCERN. Did I get it right?

3

Account Verification

As we get the best resolution fit to your concern, I need your help in providing your full name, and the phone number and email address associated with your account.

4

Self-Serve Offer

Please do not hesitate to contact us if you need additional assistance regarding your products and services. You can easily reach us by navigating to Account > Contact Us and selecting your preferred support channel through the Ulta Beauty mobile app, or by visiting https://www.ulta.com/guestservices/all#Contact_Us.

5

Closing Statement

I am happy that we were able to meet your expectations with the resolution we provided. You can always contact us again, and we will be happy to help you. Thank you for reaching out to Ulta Beauty. Have a nice day and stay safe.

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