2024 Customer Service Live Chat Script Examples & Templates (2024)

Imagine being at the doctor’s office and the doctor says: “I have no idea what’s wrong with you, give me just a second to go and check some of my textbooks.”

The same logic applies when dealing with a customer: they want the person helping them to know what they are doing.

By finding customer service scripts that work well and creating a snippet in TextExpander, your team is set up with superpowers to save your customers’ days.

Here are some of the most common situations that pop up in live chat, and the customer service scripts that we love to use:

• Chat scripts for buying time
• Scripts for thanking customers
• Dealing with unhappy customers
• Troubleshooting scripts
• Co-browsing and video-chatting scripts
• Apology scripts
• Transferring and putting people on hold scripts
• Scripts for asking for more information
• Sharing helpful resources with chat scripts
• Chat scripts for sharing promotional information

What are chat scripts?

Customer service chat scripts are predefined templates or conversation flows designed to assist chatbots, virtual agents, or human agents in handling common customer service scenarios and inquiries. These scripts serve several purposes:

• Provide quick responses: Chat scripts enable rapid responses to frequently asked questions or routine requests, improving customer experience and reducing response times.
• Ensure consistency: By providing a standardized set of responses, chat scripts help maintain consistency in the tone, language, and information provided to customers, regardless of the agent handling the conversation.
• Guide conversation flow: Scripts outline the logical flow of a conversation, guiding agents through different paths based on the customer’s inputs or inquiries. This helps keep the interaction focused and efficient.
• Train agents and chatbots: For human agents, chat scripts serve as a reference and training material, ensuring they are prepared to handle various customer service situations. For chatbots and virtual agents, scripts are used as part of the training data to develop their conversational capabilities.
• Automate common tasks: Many chat scripts are designed to automate routine tasks, such as checking order status, providing product information, or initiating returns or refunds, reducing the need for human intervention in these cases.

Customer service chat scripts typically cover a wide range of topics, including product inquiries, order management, billing and payment issues, troubleshooting, and general customer support. They may also include prompts for gathering customer information, escalating complex issues, and providing personalized recommendations or offers.

Greetings & opening spiel scripts

What’s a conversation without a “hello?” The way that your team greets your customers sets the tone for the rest of the relationship. It’s not just about the relationship—there’s a financial benefit too. Friendly customer service agents succeed at upselling 42% more often than agents whom customers rate as unfriendly or neutral. Your agents should have fun and personalize their opening spiel for chat support. Here are a few templates to get you started:

1. Hello! Thanks for reaching out to us at [Business Name]. Did you find what you were looking for?
2. Hey there. Thank you for using [Service Name]. Is there something I can help you with?
3. Hi, [Customer Name]! Welcome back to [Business Name]. Did you run into more trouble with [Earlier Issue]?
4. Welcome back, [Customer Name]. I’m happy to see you again! What can we help you with today?

Remember: you can customize greetings for return customers, too. That level of personalization, especially with chat, will make your customers feel seen and respected.

Chat scripts for buying time

Sometimes, you need just a little bit more time, either to help another customer, ask a colleague for advice, or to look up additional information. Here are some lines you can use that won’t ruffle feathers:

1. Let me quickly review your account details to better understand the situation. I’ll get back to you in just a moment.
2. One moment, please. I’d like to consult with a colleague to ensure I provide you with the most accurate information.
3. Thank you for your patience. I’m researching potential solutions to your issue. I’ll follow up with you shortly.
4. I’m performing a quick system check to verify the information. Please bear with me for a couple of minutes.
5. I appreciate your understanding. Let me escalate this to a specialist who can better assist with your specific concern.
6. Could you please provide a bit more detail about [specific aspect]? This will help me thoroughly address your inquiry.
7. Thank you for your request. I’m compiling a comprehensive response to ensure I cover all aspects. I’ll get back to you shortly.
8. I’m coordinating with the appropriate team to find the best solution for your situation. I’ll update you as soon as possible.
9. Please give me a moment to review my notes on our previous conversation. I want to ensure I have all the necessary details.
10. One moment, please. I need to retrieve some additional information to fully address your inquiry.

Scripts for thanking customers

Gratitude is a cornerstone of customer service. Here are multiple ways you can thank them without sounding stale:

1. Thank you for your patience and for choosing [Company Name]. We appreciate your business.
2. I’m grateful for the opportunity to assist you today. Thank you for being a valued customer.
3. Thank you for your loyalty. We’re committed to providing excellent service and look forward to assisting you again in the future.
4. I’m glad we could resolve your issue today. Thank you for a positive interaction – it’s been a pleasure serving you.
5. Thank you for taking the time to share your feedback. Your insights help us continuously improve our customer experience.
6. Thank you for your business. Please don’t hesitate to reach out if you have any other questions or concerns.
7. Thank you, [Customer Name]. We value customers like you and look forward to our next interaction.
8. Thank you for your understanding. If you need any further assistance, our team is here to support you.
9. Thank you for your patience and cooperation. We wish you all the best moving forward.
10. I appreciate you taking the time to address this issue with us today. Thank you for being a valued customer.

Dealing with unhappy customers

Unfortunately, unhappy and irate customers are a daily fact of life in customer service. Here are some scripts for putting them at ease and winning them over:

1. I understand your frustration with this situation. Thanks for bringing this to our attention. I’ll do my best to resolve this for you.
2. You’re absolutely right, this should not have happened. Please accept my sincere apologies for the inconvenience caused.
3. I want to make sure I fully understand the issue you’re experiencing. Could you provide some more details about what happened?
4. Let me explain what may have caused this issue… Based on that, here are a couple of options we can look into to try and resolve it for you…
5. I realize this has been an unsatisfactory experience. To make this right, I’d like to offer you [discount/refund/free month] as a gesture of goodwill.
6. I completely understand your frustration, and I want to ensure we resolve this properly. Let me escalate this to a supervisor/specialist who can better assist.
7. I know we haven’t fully resolved your concern yet. I will personally follow up with you in the next [timeframe] with an update or solution.
8. Thank you for your patience and for giving us the opportunity to make this right. We value your business.
9. I hope I was able to satisfactorily address your concerns. We really appreciate any feedback you have on how we can improve the experience.

Troubleshooting scripts

“Can you try turning it off and back on again?” A few key troubleshooting questions can quickly narrow down the possible causes of a problem and help solve a customer’s problems faster:

1. Let’s start by trying a few basic troubleshooting steps. Could you please [restart the device/clear cache/etc.] and let me know if that resolves the issue?
2. To better understand what’s happening, I’ll need some additional details from you. Could you describe the exact issue you’re experiencing and the steps you’ve taken so far?
3. Let me make sure I have all the details correct… [restate the issue]. Is this an accurate summary of the situation?
4. Okay, based on the information provided, let’s rule out a few common causes. Have you checked [potential cause 1] and [potential cause 2]?
5. I appreciate you working through those steps with me. It seems we’ve narrowed down the potential causes to [cause 1] or [cause 2].
6. Here are a couple of solutions we can try to resolve [specific issue]: [solution 1] or [solution 2]. Which one would you like to try first?
7. This is an uncommon issue, and I want to ensure we resolve it properly. Could I have a bit more time to consult with our technical team?
8. If these troubleshooting steps don’t work, we may need to explore alternative options, such as [replacement/repair/refund].
9. I appreciate your patience, but I think it would be best to escalate this to our advanced support team who can better assist with this specific issue.
10. I understand this has been frustrating. Let me follow up with you in [timeframe] to ensure we’ve fully resolved the issue or to provide next steps.

Co-browsing and video-chatting scripts

One of the benefits of chat is that you can immediately let your customer know if you need more information. A great way to do this is by expanding to other forms of media within the chat. Co-browsing allows agents to view the customer’s screen as they see it. Video chatting allows customers and agents to see each other’s faces, and hear each other’s voices, which can make for a more engaging conversation. Both co-browsing and video chatting let your team minimize customer effort by cutting right to the chase.

As much as possible, offer options in tandem with direct chat to boost your KPIs.

Customers that receive immediate service are more satisfied than those who don’t. Here are a few customer service scripts that your team can keep in their back pocket to get the ball rolling on co-browsing and video chat when they come up:

1. I think it might be easier if we could co-browse to address your issue. We’ll need to access your screen. Is that alright?
2. Do you mind if we start a co-browsing session so I can help you with this process?
3. I’m not able to reproduce the issue that you’re describing. Would you be comfortable with having a video chat conversation?
4. Hmmm…I’m having some trouble diagnosing this issue. I think hopping on a video call would help us get to the bottom of this more quickly. Does that sound okay?
5. We have a pretty neat tool that would help with this. Would you mind hopping on a video call with me, quickly?

Apology scripts

Nobody is perfect. There will come a time when every single customer service representative has to apologize. Apologies are more valuable than credits or discounts. They’re an essential tool in your team’s toolkits.

The Carey School of Business found that only 37% of upset customers were satisfied when offered credit or financial compensation in response to an issue. If the business took the time to apologize on top of the credit, satisfaction increased to 74%.

Use these customer service scripts to recoup some trust and encourage humility amongst your customer service team members.

1. I hear you. I’m sorry that you’re still having trouble with this. I’m going to talk to my team to see what else we can do here.
2. I’m sorry that this hasn’t worked out as you expected. I’m going to work on getting this right for you as soon as possible. Give me just one second, and I’ll message you again once I have something.
3. We’re very sorry, but the [deal the customer is looking for] isn’t taking place any longer.
4. I can see why you’d want that! I’m sorry, but it’s not something that we currently offer right now.
5. I’m sorry that the last recommendation didn’t work as expected. Can you try this one?
6. Ah! Sorry to hear about the trouble, but I have good news: here’s how you can fix it:

Transferring and putting people on hold scripts

As good as your customer service team is, they can’t always handle every situation that comes their way immediately. They will sometimes need to rely on customer success, sales, or even your finance team’s expertise.

Horrifyingly, 72% of customers blame their bad customer service interaction on having to explain their problem to multiple people. One of the worst things that you can do is set improper expectations for your customers. Give them the right expectations, and set your other team members up for success by sharing as much context as possible when transferring a conversation. Here are a few customer service scripts to get the ball rolling:

1. Thanks for reaching out! Right now, I’m not the best person to help with this. I’m going to connect you to my colleague [Name] in the [Name of the Department] Department. Do you mind waiting a moment while I explain to [Name] what you’ve just explained to me?
2. I appreciate you explaining that to me. I’m going to connect you to our [Name of Team] team. I’ll let them know what you’re reaching out about. 🙂
3. I just need to check something. Do you mind if I put you on hold for a moment?
4. Great question! I want to pull up your account details to check it out. Can I put you on hold?
5. Sorry about the wait! All of our agents are helping others right now. If you don’t mind waiting for just a few minutes, we’ll reach back out as soon as possible.
6. All our agents are busy right now. You can expect to wait [this long] until the next agent is free to chat with you.
7. Thanks so much for being patient! We’ll be with you soon.
8. Thank you for waiting! I’m here now—sorry about that wait.

Scripts for asking for more information

No matter how amazing your customers are, chances are good that they aren’t as informed as support people. They don’t always know which information is valuable and which information is overkill.

When your customer service team members ask for more information, it can feel like another hurdle for your customers to jump over. Use these customer service scripts to ask for more information so you can fix their issue quickly:

1. We need just a bit more information before getting this resolved. Do you mind sending along [any additional information that you need]?
2. Happy to help with this! I just need a bit more information from you. Please enter [any additional information] into your account settings at [link].
3. Do you mind confirming your billing address for me?
4. Sure thing! Just to confirm, can you share the last four digits of your credit card and the expiration date?
5. Yep! Happy to get this going. Do you mind sharing the zip code that you entered with this order?
6. Happy to help out with this. Do you mind sending me the account number that you see at the top of your bill?
7. I hear you. That stuff can be hard to find. If you don’t have access to that, would you mind providing [other verification information]?

Sharing helpful resources with chat scripts

Often, the customer’s question has already been answered in-depth somewhere else. Here are some ways you can direct them to those informational resources:

1. I understand you have questions about [product/service]. Let me share a helpful resource that explains [key details] in more depth: [link/attachment].
2. To assist you with [task/process], I’d like to provide our step-by-step guide: [link/attachment]. This should make it easier to follow along.
3. Many customers have similar questions about [topic]. You may find the answers you need in our Frequently Asked Questions: [link/attachment].
4. Would you be interested in watching a short video/webinar that covers [topic]? It provides a great overview: [link/attachment].
5. I thought you might find this [report/whitepaper] on [relevant industry topic] insightful and educational: [link/attachment].
6. Here’s an inspiring customer success story that highlights how [product/service] helped [outcome]: [link/attachment].
7. Our knowledge base has some excellent articles on [topic]. Take a look at [link/attachment] for more detailed information.
8. To help you make the best decision, I’d recommend reviewing our [product/service] comparison guide: [link/attachment].
9. We recently released [update/new feature]. You can learn more about what’s new and improved here: [link/attachment].
10. We value your feedback! After reviewing [resource link/attachment], please let me know if you have any other questions or concerns.

Here are some useful chat scripts for sending promotional information to customers:

1. Hi [Customer Name], I noticed you recently purchased [product/service] from us. As a valued customer, I wanted to make you aware of this exclusive promotion for [details of promotion] that you may be interested in.
2. We’re excited to announce the launch of our new [product/service details]. As an existing customer, you get early access and [promotion details]. Let me know if you’d like more information!
3. I wanted to make sure you didn’t miss out on our limited-time [promotion details] offer. This special deal ends [date/time], so be sure to take advantage of it before it’s gone!
4. Since you recently purchased [previous purchase], I thought you might also be interested in [complementary product/service]. We’re currently offering [promotion details] on this item.
5. As a member of our loyalty program, you’re eligible for [promotion details] on your next purchase. This is our way of saying thank you for your continued business.
6. With the [holiday/season] coming up, we’re running a special promotion that you may find interesting. [Details of seasonal offer/discounts].
7. We hope you’re enjoying [recent purchase]. Could you take a moment to share your feedback? As a thank you, we’d like to offer you [promotion details].
8. We’ve missed you! As a valued customer, we’d love to welcome you back with [promotion details]. Let us know if you’d like to take advantage of this special offer.
9. Our customers love [product/service]. For every friend you refer who makes a purchase, you’ll both receive [promotion details]. Let me know if you’d like to share this offer.
10. It’s almost time to renew your [subscription/service]. If you renew before [date], you’ll receive [promotion details] as a bonus for your loyalty.

Live chat response examples

Engaging effectively with customers in live chat requires clarity, brevity, and a positive tone. Below are some examples of live chat responses tailored to various common scenarios designed to help guide your interactions and ensure a great customer experience.

Scenario 1: Customer inquiring about basic features

Customer:Hi, can you tell me what your product does?

Agent:Hello! Our product helps you save time and improve efficiency by allowing you to create and manage Snippets of text that can be quickly inserted into any document or message. It’s great for handling repetitive tasks like emails, responses, and data entry. Simply type a short abbreviation, and it expands into the full text.

Scenario 2: Customer asking about pricing

Customer:What are your pricing plans?

Agent:Hi there! We offer several pricing plans to suit different needs. For individuals, it’s $3.33 per month when billed annually. For teams, it starts at $8.33 per user per month, also billed annually. We also have enterprise solutions with custom pricing. You can find more details on our pricing page.

Scenario 3: Customer facing technical issues

Customer:I’m having trouble with your product not working as expected.

Agent:I’m sorry to hear that you’re experiencing issues. Let’s troubleshoot this together. First, please ensure that the application is running and that you have the correct settings enabled. Sometimes a quick restart of the application can resolve the issue. If the problem persists, you might want to check if there are any software updates available. Let me know if this helps or if you need further assistance!

Scenario 4: Customer asking for a tutorial

Customer:Can you guide me on how to create a new entry?

Agent:Of course! To create a new entry, follow these steps:

1. Open the application and click on the “New Entry” button.
2. In the content field, enter the text you want to expand.
3. In the abbreviation field, type the short abbreviation you’ll use to trigger the expansion.
4. You can also assign it to a group if you like.
5. Click “Save,” and you’re all set! Now, whenever you type the abbreviation, it will expand to your full text. If you need a more detailed guide, check out our tutorial page.

Scenario 5: Customer asking about integration with other software

Customer:Can your product be integrated with other software?

Agent:Yes, our product integrates seamlessly with many popular applications and platforms. It works across multiple operating systems and can be used in email clients, project management tools, CRM systems, EHR systems, and virtually any text field. For a full list of compatible applications, please check our integrations page.

Scenario 7: Customer Inquiring About Security

Customer:How secure is your product?

Agent:Great question! Security is a top priority for us. We use strong encryption to protect your data both in transit and at rest. We follow industry best practices to ensure your information is secure. Additionally, our enterprise plan includes enhanced security features such as single sign-on (SSO) and dedicated support. You can read more about our security measures on our security page.

Chat script for customer service

Here is a simple chat script for customer service that can be adapted for various industries and situations. This script includes greeting the customer, understanding their issue, providing assistance, and closing the conversation politely. This is a generic script that can be tailored to fit specific customer service scenarios by modifying the placeholders and responses to align with your company’s products, services, and policies.

Agent:Hello! Thank you for contacting [Company Name] customer support. My name is [Agent Name]. How can I assist you today?

Customer:Hi, I’m having an issue with [describe issue].

Agent:I’m sorry to hear that you’re experiencing this issue. I’d be happy to help. Can you please provide me with your account number or order ID so I can look into this for you?

Customer:Sure, my account number is [account number].

Agent:Thank you. Let me pull up your details and see what’s going on. This will just take a moment.

[Agent checks the account details]

Agent:I see the issue now. It looks like [explain the issue based on the details]. Here’s what we can do to resolve it: [describe the solution]. Does that sound good to you?

Customer:Yes, that works. How long will it take to fix it?

Agent:The process should take about [time estimate]. I’ll get started on it right away. You should receive a confirmation email once it’s completed. Is there anything else I can assist you with while we work on this?

Customer:No, that’s all for now. Thank you!

Agent:You’re welcome! If you have any more questions or need further assistance, please don’t hesitate to reach out. Have a great day!

Customer:Thanks, you too!

Agent:Thank you. Goodbye!

FAQ about script chat

What is script chat?

A chat script is a pre-written guide used by customer service representatives during live chat interactions with customers that provides instructions for handling different scenarios and inquiries in a consistent, clear, and professional way.

The chat script should contain:

• Greetings
• Responses to frequently asked questions
• Troubleshooting steps
• Methods for closing the conversation

Following a chat script ensures that customer service interactions are efficient, informative, and contribute to a positive customer experience.

How do you respond to live chat?

Responding to live chat inquiries effectively is crucial for providing excellent customer service and enhancing user experience. Here are some best practices for engaging with customers via live chat:

1. Greet promptly and warmly

Start with a friendly greeting and introduce yourself. A quick response time shows customers that you value their time and are ready to assist.

Example: “Hi there! Welcome to [Your Company]. My name is [Your Name], and I’m here to help you today. How can I assist you?”

2. Be clear and concise

Ensure your messages are easy to understand. Avoid jargon and be straightforward in your responses.

Example: “Could you please provide more details about the issue you’re facing with the app?”

3. Personalize your responses

Use the customer’s name and reference previous interactions if available. This makes the conversation feel more personalized and attentive.

Example: “Hi [Customer’s Name], I see you’ve reached out about this before. Let me check the previous notes to assist you better.”

4. Stay positive and patient

Maintain a positive tone, even if the customer is frustrated. Patience is key in resolving issues without escalating them.

Example: “I understand how frustrating this must be for you. Let’s see how we can fix this quickly.”

5. Provide detailed solutions

Offer clear, step-by-step instructions or solutions. If the issue is complex, let the customer know you might need a few moments to investigate.

Example: “Here’s what you can do: [Step-by-step solution]. If this doesn’t work, please let me know, and we’ll try another approach.”

6. Use canned responses wisely

Canned responses can save time, but personalize them to fit the specific context of the conversation.

Example: “Thank you for your patience. I’ve found a solution that should work for your specific issue. Please follow these steps…”

7. Know when to escalate

If you can’t resolve the issue, know when to escalate it to a higher authority or offer to follow up via email or phone.

Example: “I apologize for the inconvenience, but this seems to require further investigation. Can I escalate this to our specialist team and get back to you via email?”

8. End on a positive note

Conclude the chat by summarizing the resolution and thanking the customer for reaching out.

Example: “Thank you for contacting us, [Customer’s Name]. I’m glad we could resolve your issue. Have a great day!”

Tips for responding to live chat

• Be prompt:Aim to respond within seconds to keep the conversation flowing.
• Stay professional:Use a polite and respectful tone throughout.
• Be resourceful:Provide links to help articles or resources when applicable.
• Follow up:If promised, make sure to follow up with the customer.

What is an example of positive scripting for chat support?

Positive scripting is a technique used to guide customer service representatives in delivering helpful, friendly, and solution-oriented responses. Here’s an example scenario with positive scripting for chat support.

Scenario: Customer is unable to log into their account

Customer:“Hi, I can’t log into my account. It says my password is incorrect.”

Support agent:“Hi there! Thank you for reaching out. I’m sorry to hear you’re having trouble logging in. Let’s get this sorted out for you. Could you please verify your username or email associated with the account?”

Customer:“My email is [email@example.com].”

Support agent:“Great, thanks for providing that information. I’ll look into it right away. Meanwhile, have you tried resetting your password? I can send you a password reset link to [email@example.com]. Would you like to try that?”

Customer:“Yes, please send the reset link.”

Support agent:“I’ve just sent a password reset link to your email. Please check your inbox and follow the instructions to reset your password. If you don’t see the email, make sure to check your spam or junk folder.”

Customer:“Got it. I’ll check now.”

Support agent:“While you’re doing that, is there anything else I can assist you with?”

Customer:“I got the email and reset my password. It works now, thanks!”

Support agent:“That’s fantastic! I’m glad to hear it. If you have any other questions or need further assistance, feel free to reach out. Have a wonderful day!”

Customer:“Thanks, you too!”

Save time and make your customers happy

A recent study discovered that 41% of consumers prefer live chat support over any other channel. Every day, more and more people default to using chat, and it will only continue to grow in popularity. Use these customer service scripts to ensure the success of your customer service team.

Add these scripts to your TextExpander snippets to respond confidently, quickly, and kindly to your customers. By providing excellent support in one of the most valuable channels, you can continue to boost your customer satisfaction score and even encourage revenue expansion.

Or get started using our public template groups for IT support email templates, empathetic phrases for customer support, or customer support escalation phrases.

Are there any we’ve missed? Share your favorite customer service chat snipped in the comments below.