Live Chat Script: Everything you need to know - Customer Service Suite (2024)

What are live chat scripts?

Unlock the potential of chat scripts for engaging customer conversations

Chat scripts function as guides for representatives to get the ball rolling in conversations. But chat scripts can also double up as proactive messages in high-performing pages. You can use these messages to start conversations with website visitors even before they reach out to you. This way customers feel valued and heard.

Chat scripts can also be used to build chatbot workflows and bolster automation through chatbot templates. These scripts can be used to automate routine conversations that don’t need human supervision. With the help of chatbots, every customer is attended to, and wait times are drastically reduced. Here are some resources we've built to help you get creative with your chat scripts in ways that fit your business needs.

Scripts for greeting a visitor

Make your first impressions last, no matter who reaches out to you via chat, have an appropriate response ready for them.

Make it personal and familiar.

How to offer a general greeting

• Hello *customer name*. Thank you for reaching out to us. How may I assist you today?

• Good *morning/afternoon/evening/day.* Welcome to *business name*. What can I help you with today?

• Hello *customer name*. I am *your name* and I‘ll be helping you today. Please tell me what I can do for you?

How to greet repeat visitors

• Welcome back, *customer name*! Glad to speak with you again. How can I be of assistance to you today?

• Hello again *customer name*. Did you encounter further problems with the *mention earlier issue*?

• Hi there! Welcome back to *company name*. How can I help you this time?

How to pick up the conversation where you left off

• Hello and welcome back to *business name*. Do you wish to pick up where we left off?

• Hello again *customer name*. Can we start from where we left off earlier?

How to let the customer know the chat transcript is used for review

• Before we get started, I would like to inform you that our conversation might be recorded for training purposes.

• I want to inform you that this conversation will be recorded or reviewed for training purposes and to ensure you have an excellent customer service experience.

Requesting live assistance

Sometimes, it’s just easier to help the customer by getting into their shoes. Virtually, that translates to requesting a screen share. This could mean you request access to control their screen or simply request a screen share to see what they are looking at. Customers may be apprehensive about transferring control, and it is the agent’s responsibility to assure the safety of their information.

How to request for co-browsing

• Can you grant me permission to access your screen to co-browse and address the issue?

• Do you mind starting a co-browsing session to let me solve the issue?

• Can we start a co-browsing session to sort out the issue for you? Is it okay if we remotely access your browser?

How to request the customer to share their screen

• Can you share your screen with me to help me troubleshoot the issue for you?

• I need additional information to resolve this issue. Do you mind sharing your screen with me for a few minutes?

• I am having trouble identifying the issue based on the available information. It would be really helpful if you share your screen with us? Is it okay with you?

Co-browsing is a game-changing feature for support teams.

Find about more about it now.

Apologizing to the visitor

Nobody’s perfect and customers understand that. But, it’s important to apologize when there’s a mistake or miscommunication. That level of thoughtfulness will go a long way with your customer.

How to apologize for a problematic situation

• I’m sorry to hear that you’ve had a problem with this and we apologize for the inconvenience caused, I’m going to look into it right away.

• Thank you for bringing this up with us. Let me pass on this query to my team, and we’ll have the solution for you shortly. Thank you for your patience.

• I am really sorry to hear about your negative experience, *customer name*. We’ll take this issue as our top priority and get it solved for you.

How to apologize for being unable to meet a request

• We are extremely sorry but your request is beyond the scope of what we could do. Is there anything else I can help you with?

• I wish I could really help you out here, but we are unable to fulfill your request at the moment. If we roll out the *feature* in the near future, we will let you know.

• We apologize for not being able to complete your request right now. Let me check if there is anything else I can do to help you manage this.

How to take responsibility for a mistake

• Customer name* I apologize for the mistake on our side. Let me look into this issue for you right away.

• I am extremely sorry for the mistake. Give me a minute to make things right for you.

• We admit the mistake on our part and are extremely sorry for what you had to go through. Let us make up for our error by *offer a solution*.

How to forward a request to the manager

• It is a good question and needs expert insights. Can I forward this issue to my manager?

• Yes. I can surely connect you with my manager. Just hold on for a second.

Chat scripts for difficult conversations

We’ve all been there. Some circ*mstances warrant sensitive conversations. During such times, it’s important to be empathetic yet clear.

How to politely say no to the customer

• Sorry *customer name*, but we don’t have that *feature* now. Would you like to receive an update when we roll it out?

• I am sorry but that product is out of stock. It will be available in *days*. Do you want me to go ahead and pre-order it for you?

How to handle angry customers

• I am sorry to hear that you weren’t satisfied with your purchase/our product. Let me see what I can do to make things right for you.

• I understand your frustration and I am extremely sorry for what happened. Let me check how I can make it up to you.

• I am sorry that our product/service didn’t meet your expectations. I'll do my best to help you out here.

How to say ‘I don’t know’

• I am not sure. Can you give me a minute to check it for you?

• I am sorry but I don’t have enough information on this issue. Can you please hold on for a few minutes so I can clarify it with the relevant department?

• I am sorry but this issue is out of my expertise. I will find more information on it. Shall I contact you on this number in a short while?

Chat scripts for transferring the chat

Website visitors may have to be redirected to another team or the agent. This could be because their question pertains to another team or requires an agent with a different specialization. Customers sometimes ask for a specific agent to continue a prior conversation. Keep these scripts handy for those moments.

How to suggest transfer

• I am sorry but we are not the right department to help you with this issue. Do you mind us transferring you to the relevant department?

• We don’t have information on the issue. Is it okay if I transfer you to the right department?

How to transfer

• We are sorry for the confusion but our department doesn’t have information on this issue. Can you hold on for a second while I connect you with the right department?

• Please hold while I transfer you to the right agent.

How to transfer to a specific agent

• Of course. I can connect you with *agent name*.

• Sure. I will transfer you to *agent name*. Can you hold on for a moment?

• I am sorry *agent name* is unavailable for the moment. Do you want me to take down a message for *him/her*?

How to point to the right person

• We are sorry for the inconvenience but our department won’t be able to help you with this issue. Is it okay if I transfer you to *agent name* from the *department name*?

• Sorry for the inconvenience. But *agent name* from *department name* would be the right person to solve this issue. Can I transfer you to *him/her*?

Find out how you can use proactive messages to trigger promotional information.

Chat scripts for putting the customer on hold

With high volumes of conversations, small teams of live chat agents are bound to find it difficult to talk to multiple visitors at the same time. It’s important to tell the customer that the chat channel is busy currently and an agent will be right with them in a few minutes.

How to put the conversation on hold

• I need a few minutes to review the information. Do you mind me putting you on hold for a few minutes?

• Can I place our call on hold to check the information?

• Can you hold on for a moment while I review the information?

How to hold for long wait times

• We are sorry but all our agents are busy assisting other customers at the moment. Please hold for a few minutes. Our next available agent will be in touch with you shortly.

• We apologize but all our customer support agents are engaged at the moment. Please hold for a couple of minutes and one of our agents will connect with you shortly.

• Your call is important to us. An agent will be available to assist you in 1 minute.

How to thank the customer for waiting

• Sorry for keeping you waiting and thank you so much for holding. We are now available to help you.

• Thank you for your time and we appreciate your patience in holding. How can I help you today?

• We apologize for the wait time and thank you for waiting. I am *agent name* and I am ready to assist you.

Chat scripts to ask for more information

To get the complete picture of the customer's query, you might have to ask them for more information. This information can sometimes be sensitive or private. Here’s how you can ask your customers for more information.

How to verify information

• So you are saying *explain the customer issue*, right?

• If my understanding is correct, *customer issue*, is that right?

• Let me repeat the issue *customer issue*. Is that correct?

How to ask for sensitive information

• Can you please provide your order number associated with the purchase?

• Would you mind confirming your credit card details?

• Can you share your phone number attached to this account?

How to ask address and location

• May I have your current billing address?

• Can you verify your PIN/ZIP Code to check the order status?

• Would you mind sharing your location, so I can easily track your order?

How to find out how the visitor found out about you

• May I know how you came across our company/products /website?

How to find out why the customer wants to cancel their subscription

• I can see that you have requested to cancel your subscription with us? May I know the reason behind the cancellation?

• We are extremely sorry our product/service didn’t meet your expectations. I can definitely cancel your subscription. Would you mind telling me why you are canceling so we can improve our service in the future?

How to handleunresponsive customers

• Hello there. Seems like you have been inactive for a while. Is there anything we can help you with?

• Hey there! It's been a while since your last message. Please let us know if you would like to continue the chat.

• Hey, still there? We haven't heard from you in a while. Please feel free to continue using our live chat support, if you need help with anything.

Chat scripts for sending promotional information

Live chat isn’t just a customer service channel, with the chat widget present on every page, it makes for an effective sales tool as well. Simplify the purchase process for the buyer. Just like how an assistant would offer help in a retail store, you can help online visitors to find what they are looking for using live chat. This can in turn become a sale for you.

How to find out what the visitor is looking for

• Hello. Looking for something specific? Let me know if I can help you with it.

• Hey., do you want us to help you find anything?

• Hi. Are you facing any trouble finding something you need? Let us know how we can help you.

How to respond to a request for a demo

• Yes. Sure. I can schedule one for you right away.

• Can we get on a quick call to understand your requirements and how our product can help solve your needs?

• I can see that there has been a sign-up for a demo from your side for *product* on *date*. Can you specify a date and time of your availability to schedule the demo for you?

How to introduce a visitor to your product

• Are you interested to know more about our offers/products? Let us know. We‘ll be delighted to provide you with the information you need.

• Do you need more understanding of the functioning of *product name*?

• Hey, did you check out our new product *product name*?

How to upsell to a customer

• Hey, we noticed that you are about to purchase *product*. Would you also like to take a look at *product name*? Our customers frequently purchase both the items together.

• Since you are purchasing *product name*, we also recommend *product name*. They go well/work well with each other.

• Since you consider buying *product name*, we would also like to suggest *product name*, to get the best out of each other.

How to remind the customer to complete their purchase

• Hey, it seems like you have not checked out your cart. Would you like me to go ahead and place the order for you?

• Hey, you have abandoned your cart. Let me know if you are facing any issues completing the purchase.

• Hey. It seems like you have not made any final purchase. Can I explain to you about the related offers we are running now?

Find out how you can use proactive messages to trigger promotional information.

Chat scripts for sales conversations

Live chat isn’t just a customer service channel, with the chat widget present on every page, it makes for an effective sales tool as well. Simplify the purchase process for the buyer. Just like how an assistant would offer help in a retail store, you can help online visitors to find what they are looking for using live chat. This can in turn become a sale for you.

How to share upcoming promotional information

• Hey, we wanted to let you know that we have our *sale* coming on *date*. Save the date and shop all your favorites.

• We can see that you haven't checked out the products from your cart. We have great news for you. You can shop these at the best prices on our upcoming *sale* on *date*.

• Are you looking to shop for your favorites at the best prices? The wait is over. Our *sale* offers a *offer percentage* on *sale range*. Don't forget to shop your heart out.

How to tell the visitor about an ongoing offering

• Hey, we just wanted to let you know that we have a sale going on *mention the sale*. Just in case you wanted to save extra dollars.

• Looks like you’ve unlocked an exciting offer! Get *offer amount* off with the promo code *promo code* on this purchase.

• Hey. Are you aware of our *sale name*? Take advantage while it lasts!

How to respond to inactive promotions

• Hey, we are extremely sorry but the sale you are asking for is no longer live. Would you like to check out our other promotions?

• Unfortunately, that offer has expired. But we are offering other attractive deals including *sale*.

• We apologize but we are not offering that offer/promotion right now. But we do offer *promotion*.

How to ask for contact details to send promotional offers

• Hey, can you share your contact details to complete the process?

• To inspect the issue further, I need your email address and phone number.

Chat scripts to thank customers

Appreciation and gratitude go a long way with customers. Thank your customers for reaching out and taking the time to talk to you. The more you make your website visitors feel valued, the more likely they are to come back for more. And more importantly, they will advocate for you and bring new customers as well.

How to say thank you at the end of the conversation

• Thank you for reaching out to us. Please feel free to contact us if you need further assistance.

• Thank you for using our service. We are here to help you 24X7. Please don’t hesitate to contact us.

• Thank you. We hope we resolved the issue to your utmost satisfaction. Have a good day.

How to thank the customer for unresolved solutions

• Thank you for contacting us. We apologize for not being able to help you with the issue. Please reach out to us if you need assistance with anything else.

• Thank you for your patience. We are extremely sorry for not being able to meet your needs. Let us know what else we can help you with.

How to reply when the customer thanks you

• The pleasure is all ours. Have a good day.

• It was a pleasure serving you. Goodbye.

Chat scripts to request feedback

Requesting feedback is crucial to understanding the gaps in your communication. Feedback can also help you measure customer satisfaction, so always ask customers to share their valued opinion on their experience.

How to request feedback

• We trust you are happy with our service. Can you spare a minute to share your feedback on your support experience?

• We are glad to have solved your problem. Do you mind taking a minute to share your valuable feedback?

How to request a customer to fill the feedback survey

• Thank you for contacting us. Do you mind filling out a feedback form for us after the call/chat?

• Thank you for visiting. We highly appreciate your feedback. Do you have a minute to fill a quick feedback survey for us?

Respond to customers with one click

If you find yourself using a handful of chat scripts more frequently than others, you can save yourself time by enabling canned responses. Canned messages are pre-saved messages that are handy for routine and repetitive interactions. For instance, at the end of every conversation, you will thank the customer for getting in touch with you. Instead of typing a thank you message or even pasting it from the chat script database, you can set up a key to send it with just a tap.

Customer Service Suite canned responses feature enables you to set up messages that can be accessed with the “/”/ (backslash sign) + a short-code to pop up the response. It saves you valuable seconds that can be spent solving more complex problems for customers. Give this feature a try with our 14-day free trial.

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