According to Harris research, 53% of customers would rather prefer to use online chat than calling a company for seeking instant support. The percentage is significantly higher than the percentage of people who prefer using support channels like phone, email, or social media platforms for assistance. Customers always prefer fast, efficient personalized services but is it possible? Well, yes. With live chat scripts, which are easy, ready-to-use message templates you can easily send instant responses in just few seconds. When support agents use live chat scripts, they deliver consistent responses, resulting in improved service experiences for customers. Using those scripts, you can connect with customers instantly and also easily stay on top of communication. In this blog, we will understand live chat scripts in detail, analyze how they help agents assist customers, and also look into 100 sample live chat scripts for various situations. But before moving further, let’s first understand what live chat scripts actually are –
In simple terms, live chat scripts are pre-written messages used in live chat conversations. They act as a guide for support representatives when talking with customers in real-time. They work as guidelines for service representatives during conversations with customers. By using these scripts, agents can better handle various customer inquiries, requests, and issues.
What are live chat scripts
Adding these scripts to customer service helps agents get structured prompts and suggested responses. With a pre-built chat support script, teams find troubleshooting steps and add value to conversations. Maintaining consistency in communication becomes easy when agents have script chat online. In addition, these scripts speed up response times and help maintain high levels of quality across interactions. Support teams can find these scripts for a range of scenarios and topics, including tech support, general assistance, product inquiries, and sales inquiries.
Customer service reps can use live chat scripts and offer consistent responses to common queries and issues. This is how customers can always get accurate responses no matter who they chat with.
With predefined responses and templates for help, agents will respond to queries more quickly and efficiently than ever. These scripts can reduce response times for customers even when agents have higher volumes of chat to handle.
Customer service reps can feel confident in handling different types of conversations. They can always rely on chat scripts as a framework to navigate complex scenarios and maintain consistency in response.
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Live chat scripts for customer service
If information is not accurate, it could lead to misunderstandings or confusion among customers. Chances are errors are also high when there are no proper guidelines for customer service delivery. Pre-written scripts add accuracy to responses and avoid customer dissatisfaction.
Using pre-defined scripts can also help agents personalize responses and maintain the unique style and tone of the brand. These scripts can enable the creation of more engaging interactions with customers.
New hires or inexperienced agents can benefit greatly from the use of chat scripts for training purposes. They can use them as mock chat scripts, learn the standard responses for all scenarios, and improve the quality-of-service delivery.
Delivering quality customer support is not easy. You will need a well-structured customer support or call center script to deliver superior customer service. The better the chat script, the better it will make the service experience for your customers. You may find live chat examples using scripts but creating one will have maximum impact. Here, we have outlined some of the most common support transcripts that can be used in various scenarios.
It’s not what you say but how you say, that makes a world of difference. When you start a conversation with a “hello” keeping the right foot forward, it ends up being a positive conversation. And a rude greeting can put your customers on edge. As we are all aware of the power of the first impression, you can use outstanding customer support chat transcripts. You can use the below customer greeting examples that include positive scripting.
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Live chat scripts for greeting customers
1. “Hello, welcome to the [company name]. Thank you for visiting our website. How can we assist you?”
2. “Hello, thank you for using [business name] service. Can I help you with something?”
3. “Hi [Customer Name], welcome back to [company name]!”
4. “Did you face any further problems with the [earlier issue]?”
5. “Welcome back [customer name]. Happy to see you again. What can we do for you today?”
6. “Hi, [Customer Name]! Thank you for contacting us. Let me take a moment to read your message, and I’ll do my best to assist you.”
While engaging in live chat interactions with customers, it’s important to let customers know that their conversations may be recorded. This ensures transparency and builds trust. Here are some script examples you can use to communicate chat recording practices clearly to your customers.
Scripts for Explaining Chat Recording
7. “Hello, I would like to mention that this chat may be recorded for the internal training process.”
8. “Hi, we would like to let you know that the chat is monitored or recorded for quality assurance.”
9. “Before we start, please be aware that our conversation might be recorded for training purposes.”
10. “Hello! This chat might be recorded to ensure you receive the best customer service experience possible.”
11. “Hi there! For quality assurance and training, we record our chats. By continuing, you consent to this. Please let us know if you have any questions.”
Sales follow-ups are always useful to learn customer behavior. The sales team must follow up with first-time visitors and nurture them in a way to close sales successfully. Sales follow up if done in the right way can generate sales leads and improve conversion rates. Crafting a perfect sales follow-up script can go a long way. Try out the live chat scripts below to make your sales follow-up effective.
Scripts for Following Up on Sales
12. Hi [Customer Name]. I just wanted to follow up on the [product/service] we discussed last week. If you have any questions or need more details, please don’t hesitate to reach out.
13. Hi. I have some materials that could help you make a decision. Let me know if you’d like me to send them over!
14. Hi [Customer Name], I wanted to follow up to see if you’ve had any more thoughts about [product/service]. Just let me know how I can assist!
Gathering contact details from customers is an important part of building relationships and providing personalized customer service. Whether you need a phone number, email address, or other information, you need to ask politely. Here are some chat scripts that can help you request contact details from customers in a friendly and professional manner.
Chat Scripts for Asking Contact Details
15. “Hi, [customer name]. Can we get your contact details?”
16. “Hello, I’ll need your contact details to proceed. Could you please provide your contact number, email, and any other relevant information?”
17. “Hey, could you provide your contact details to complete the process?”
18. “To investigate the issue further, I’ll need your email address and phone number.”
19. “Hi [customer name], to ensure we can follow up with the best solution for you, could you please provide your contact details?”
You need to understand first what the customer wants from you. Only then you can offer the right solution. By asking the right questions, you can quickly identify what a customer is looking for and guide them to the best options available. Here are some scripts to help you effectively ask customers about their needs and preferences.
Scripts for Asking What Customer is Looking for
20. “Hi, [customer name]. Would you like to know more about the subscriptions for [product or service name]? If you want, I can describe you.”
21. “Hi, I can explain to you the installation steps for [product name]. Shall I go ahead?”
22. “Hi there! Could you tell me a bit about what you are searching for or any particular needs you have? I am here to assist you.”
23. “Hello! Are you looking for something in particular, or would you like some suggestions based on your preferences?”
24. “Hello! What brings you in today? If you’re looking for a specific item or need, just let me know, and I’ll be glad to assist you.”
25. “Good morning [customer name], What brings you to our site today. I am here to help you out.”
There are scenarios where you need to implement live customer engagement to get a better understanding of and deliver real-time solutions. Live assistance with co-browsing and video chat needs access to your customer’s screen to identify the issue and guide them in the right direction to deliver an in-person experience. Working directly with your customers through face-to-face conversations helps to create a personalized experience and enhances customer satisfaction. Below are some sample chat scripts to follow effectively handling co-browsing and video chat requests.
Chat Scripts for Co-Browsing or Video Chat Request
26. “We need to access your screen and co-browse together to address your issue. May we proceed with that?”
27. “Can we start a co-browsing session to assist you in the form-fill-up process?”
28. “We may need to identify the issue you are facing. Can we start a video chat conversation?”
29. “Based on the information you have given, we are having trouble diagnosing the issue. Is it ok with you to have a video chat to figure out the exact reason for the issue?”
30. “I think it would be easier to resolve your issue if we co-browse. We’ll need access to your screen. Would that be okay?”
31. “Would you mind if we start a co-browsing session? That way, I can assist you more effectively with this process.”
32. “I’m having trouble replicating the issue you’re describing. Would you be open to having a video chat to go over it together?”
Nobody wants to hear “NO ”. That’s why saying no to customers is a difficult task as your job is to help your customer be positive. Sadly, there are times when a customer request and the company policy are not aligned.
But you don’t have to beat your head against the wall. Here is a simple secret for avoiding the negative word NO, which is asking for an apology. In different circumstances apologize in a different way that will calm down the situation. Here are some sample live chat scripts to follow for asking apology.
Live Chat Script for Asking an Apology
33. “We’re sorry about [the issue]. Let me speak with my manager to find out how we can fix this for you.”
34. “We apologize for the inconvenience you have faced. We’re very sorry. We will take care of the [issue] as a top priority for you. Please have patience with us.”
35. “We are very sorry, but the free shipping offer is over for that particular region.”
36. “We sincerely apologize, but we don’t have an overseas shipping facility at present.”
37. “Sorry [customer name]. We don’t have that [product name] in our stock at this time. I would like to recommend [another alternate solution] that fits your requirements.”
38. “I apologize for the ongoing issue you are experiencing. I am currently investigating it and will update you as soon as possible.”
39. “Unfortunately, [the offer] is no longer available. However, I can offer you [this] as an alternative.”
You may not always have the exact information the customer is looking for and trust me that’s perfectly ok. But things can get sloppy when you don’t have the information when the customers need it. Don’t panic! You can get your customers transferred to the right representative smartly. Here are some positive chat scripts that you can use to inform customers regarding chat transfers with the right representative, ensuring they get accurate information without a long wait.
Live Chat Scripts for Chat Transfer
40. “I am so sorry for the confusion, but this is not the right department that can provide sufficient information on the [topic]. May I transfer your call to the appropriate department?”
41. “Please hold on for a moment while I transfer you to [agent name].”
42. “Can I please put you on hold for a moment?”
43. “It will just take a moment to go through the details – Can I put you on hold?”
44. “Thanks for your patience! I’m here now, sorry for the delay.”
45. “That’s a great question! Let me pull up your account details to check on that. May I put you on hold for a moment?”
Customer support representatives are sometimes occupied with other inquiries, which means other customers may need to wait. It’s essential to communicate the expected wait time to them in the chat queue. Here are some scripts you can use to politely inform customers that they will need to wait in the queue and assure them that their questions will be addressed as soon as possible.
Live Chat Script for Queuing
46. “All our agents are busy at this moment. Please wait for [queue time], while our representative will join you shortly.”
47. “Thank you for waiting! You are in the queue, and we will connect you with the next available representative soon.”
48. “All our agents are currently assisting others. Please stay on the line, and someone will be with you shortly.”
49. “We are experiencing a high volume of inquiries right now. Please hold on, and a representative will assist you as soon as possible.”
50. “We are very sorry, but all our agents are engaged right now. If you can hold on for a few minutes, we’ll reach out to you as soon as possible.”
Collecting information is a vital part of getting work done in the right manner, but it requires your team to develop trust and comfort. You can easily manage information requests using the scripts provided below. Such replies will make your customers feel secure and well taken care of.
Live Chat Scripts for Asking More Info
51. “We need some additional information before proceeding. Please share the required information.”
52. “May I request you to provide some extra information before we continue? It will help to improve our service.”
53. “May I request you verify your current residence address?”
54. “Can I request you to provide me the account number listed on your generated bill?”
55. “Please provide me with your date of birth and social security number to proceed.”
56. “I am sorry to hear you are having trouble! I just need a bit more information to look into this for you, and then we will get it resolved. Could you please provide [required info]?”
57. “Thank you for explaining your issue! I would like to check the previous case you opened with us. Could you tell me from which email address you used to send it?”
58. “Sure, I can help you with that. I will just need [ extra information] from you.”
Not every visitor makes a purchase, but promotions and discounts can help companies to engage them and reduce cart abandonment. Here are a few sample chat scripts to share promotional information with your customers during live interactions.
Chat Scripts for Sharing Promotional Information
59. “It seems to me that you are visiting the pages frequently but not making a final purchase. Can I explain our promotional offers related to [page name]?”
60. “Hello [customer name]. Can I explain the special discounted price for the products/services you are interested in?”
61. “Hello! We are pleased to inform you that we are offering a discount on [product name]. Would you like to take advantage of the limited-period deal?”
62. “Hey, we wanted to let you know about our sale happening on date. Mark your calendar and get ready to shop for all your favorites!”
63. “Looking to buy your favorites at unbeatable prices? The wait is over! Our sale offers [offer percentage] off on sale range. Don’t miss out.”
64. “It looks like you have unlocked an exciting deal! Use the promo code [promo code] to get [offer amount] off on this purchase.”
You can allow your iOS and Android app users to get connected with the support team in real-time. Guide your users efficiently when they are facing issues in using the product or are unable to use the features correctly. For e.g., REVE Chat, on of the best multichannel customer service software offers a developer-friendly chat API and mobile SDK to add real-time chat. It acts as the best messaging app for customer support that delivers a better experience. It is available for both Android and iOS platforms.
Chat Scripts for Providing In-App Support
By offering help directly within the app, you can address user concerns quickly, reduce frustration, and improve overall satisfaction. Below are some scripts designed to effectively provide in-app support and ensure your customers have a smooth experience while using your application.
65. “Hello [customer name]. We are pleased to welcome you. Please go through the tutorials to learn more about the features.”
66. “It looks like you’re trying to use [feature]. Would you like a quick walkthrough on how to make the most of it?”
67. “Hi! I noticed you have been on this page for a while. Is there anything I can help you with or any information you’re looking for?”
Handling difficult situations during customer interactions can be challenging for you, but with the right approach, you can turn a negative experience into a positive one. You need to remain calm, empathetic, and professional while addressing customer concerns. The following chat scripts are designed to help you handle tough conversations, resolve issues effectively, and maintain a professional tone.
Chat Scripts for Handling Difficult Situations
68. “I apologize for the ongoing issue you’ve been experiencing. I’m investigating it right now and will get back to you as soon as possible.”
69. “I completely understand. Let me consult with my team and see what we can do about this.”
70. “Thank you for your patience, and I am sorry for the wait! I will look into this immediately.”
71. “I understand your frustration, [Customer Name], and I can see where this is coming from. Let me work on resolving this for you.”
Yes, it is tough to deal with unhappy customers, but it also provides an opportunity to showcase how great your customer service is and turn a negative experience into a positive one. By responding with empathy, patience, and professionalism, you can address their concerns and work towards a satisfactory resolution. The following live chat scripts are designed to help you handle difficult situations with unhappy customers effectively, ensuring they feel heard and valued.
Chat Scripts for Dealing with Unhappy Customers
72. “You are right; this shouldn’t have happened. I sincerely apologize for any inconvenience this has caused.”
73. “Let me explain first what went wrong here. Based on that, here are a couple of options we can consider to resolve it for you.”
74. “I understand how frustrating this must be, and I am trying my level best to resolve it effectively for you. Let me escalate this to a supervisor or specialist who can assist us further.”
75. “I understand your frustration with this situation. Thank you for bringing it to our attention. I’ll do everything I can to resolve it for you.”
Providing customers with helpful resources during a chat conversation can greatly enhance their experience and empower them to find solutions on their own. Whether it’s a link to a FAQ page, a user guide, or a video tutorial, sharing relevant information can help address customer inquiries quickly and efficiently. Below are some chat scripts to assist you in sharing valuable resources with customers, ensuring they have access to the information they need.
Chat Scripts for Sharing Helpful Resources
76. “I understand you have questions about [product/service]. Here is a detailed resource that covers [key details]: [link/attachment].”
77. “Many customers have similar questions regarding [topic]. You might find the answers in our Frequently Asked Questions section: [link/attachment].”
78. “I thought you might find this [report/whitepaper] on [relevant industry topic] useful and informative: [link/attachment].”
79. “To assist you in making a decision, I recommend checking out our [product/service] comparison guide: [link/attachment].”
80. “Would you be interested in a brief video/webinar on [topic]? It provides a comprehensive overview: [link/attachment].”
Customer reviews are based on the experience or opinion they had after using the product or service. The feedback that customers share in their reviews can be used to develop new business strategies. You should ask the customer for his review at the right time and the right way. The post-purchase reviews cover the practical experience of the customers. Here’s how you can ask for it.
Chat Scripts for Asking Customer Reviews
81. “Hi [name of the customer], we are happy that we were able to fix your issue in so little time. If you found us helpful, would you mind leaving a positive review for us? You can leave a review by going to [link to review].”
82. “We hope you are satisfied with our service. Could you take a moment to share your feedback on your support experience?”
83. “We are pleased that we could resolve your issue fast. Would you mind taking a minute to provide your valuable feedback?”
84. “Thank you for reaching out to us. If you could fill out a feedback form after this call/chat, we’d greatly appreciate it.”
Active listening is an important skill in delivering exceptional customer service. Here you need to engage with the customers, understand their concerns, and respond thoughtfully. Effective communication starts with genuinely hearing what the customer is saying. Below are some scripts designed to help you practice active listening during chat interactions, ensuring you address customer needs accurately.
Live Chat Scripts for Active Listening
85. “Just to clarify, you need help with [rephrase the customer’s query].”
86. “Let me verify that I have got this right. You need assistance with [restated problem], is that correct?”
87. “I am not able to understand your problem. Could you please send me [a screenshot or video] so I can ensure I am looking in the right area?”
When customers request a demo, it’s a fantastic opportunity for your business—So use this chance to showcase your customer experience skills with the right chat scripts. Here are some sample responses to help you make the most of this opportunity.
Scripts for Responding to the Demo Request
88. “Absolutely. I can schedule a demo for you. What time and day would suit you the best?”
89. “Hi [client’s name]! We can see you have requested a demo for [product] on [date]. What time is right for you?”
90. “Hi [Customer Name], thank you for requesting a demo. We’re excited to show you what our product can do. Please let us know if you need any further assistance before the demo.”
91. “Hello [Customer Name], your demo is scheduled for [date and time. You’ will receive a confirmation email with a link to join our demo session.”
Many times, you need to inform customers that a product is currently unavailable. Handling such situations with transparency and empathy is key to maintaining customer satisfaction. Providing alternative solutions or options can help turn a potential disappointment into a positive experience.
Scripts for informing Unavailability of a Product
Below are some chat scripts for effectively communicating product unavailability and assisting customers in finding suitable alternatives.
92. “We appreciate your interest in this product. However, the item is not available but rest assured, it will be back soon.”
93. “This product is out of stock at the moment. We assure you it will be available soon.”
94. “Hi [Customer Name], I apologize, but the [product name] is currently out of stock. But we are restocking it soon. Would you like me to update you when it’s back in stock?”
Closing a chat conversation effectively ensures that the customer feels their issues have been addressed and that their experience has been positive. It’s important to wrap up the conversation with clarity and offer any final assistance. Below are some scripts to help you conclude conversations professionally, ensuring customers leave with their concerns resolved and a sense of satisfaction.
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Chat Script to Close the Conversation
95. “Thank you for contacting us today! If you have any more questions or feedback, feel free to reach out—we are always here to help.”
96. “I’m pleased I could assist you today! Thanks for chatting with us and have a great day.”
97. “After we finish this chat, you’ll see a short feedback survey. I’d greatly appreciate it if you could take a moment to complete it.”
98. “Thank you for your time today. Before you go, would you mind taking a quick survey to let us know how we did? Your feedback is important to us!”
99. “I have noted your request, and someone from our team will follow up with you soon. Have a wonderful day!”
100. “Thank you for chatting with us today! For more queries, please feel free to reach out. We will be happy to help you. Have a great day!”
Online businesses are expected to provide outstanding customer service with a unified brand tone. Using pre-written live chat scripts can be highly effective for your sales and support teams. These live chat templates help them respond quickly and maintain professionalism while delivering a consistent brand experience. Ensure your live chat scripts are clear and offer suitable customer responses. To assist you, we have compiled some essential tips to keep in mind when creating your chat scripts for customer service.
Relevant and effective live chat scripts help you engage customers better and meet their needs successfully. They also leave a positive brand impression. When live chat response examples have clarity and empathy, they add more value to conversations. However, to create high-value scripts, you need to understand a few things. Here are some of the key considerations with live chat scripts:
Create messages that are clear, concise, and to the point. Use simple and easy-to-understand terms and language for the script. Make sure the script is free of complex tech jargon as the customer might feel confused.
Positive language has a calming effect on customers. They add great value to the overall conversation as well. Some of the positive words you should consider using in the chat script include Great, Wonderful, Excellent, Absolutely, Definitely, Fantastic, Assure, Certainly, Amazing, Awesome, Superb, and Good.
Negative words sound rude and they might dilute the customer experience. Make sure you avoid non-affirmative language during customer support chat conversations. Some of the negative words to avoid with live chat scripts and templates include Bad, Never, Terrible, Awful, No way, Not at all, Forget it, and Horrible.
Things to Consider for Live Chat Scripts
The main focus of support agents should always be on providing relevant information that meets customer needs. To achieve this goal, you need to gather more information from customers and ask more open-ended questions.
Customers like a personal touch to conversations. If templates are not used with care, the entire conversation might start sounding robotic or impersonal. Make sure you customize the templates and add a chat script based on the specific scenarios and needs.
Many customer support agents make the mistake of not following up after resolving the customer’s query. This stops them from understanding their satisfaction level with the conversation. Make sure you thank them for contacting your team and ask them if they have any further concerns.
Before practicing the live chat scripts and templates practically you can have a role way with the scripts to test how good it sounds from the customer’s perspective. A mock chat practice can help you see how effective your scripts are before implementing them in practice.
To stay ahead of the competition, you have to offer exceptional customer service is crucial, but when customers are waiting online for your assistance, response time is just as important. Preparing your responses beforehand based on various customer service scenarios can make all the difference. This means knowing how to greet a returning customer, soothe a frustrated user, offer a sincere apology, and more. With predefined live chat scripts for each situation, you can respond quickly and confidently to customer inquiries.
Great customer service can significantly enhance your online sales and improve customer retention. REVE Chat is here to help with that. It’s an AI-powered, omnichannel customer engagement platform that provides instant support on your website, mobile app, and social media channels like Facebook, Instagram, Viber, Telegram, and WhatsApp. REVE Chat allows you to engage with your customers proactively, offering instant assistance before they even ask for it. It also includes an advanced AI-powered chatbot to automate various business processes, including customer service.
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We hope the above-mentioned live chat scripts will be useful for you. You may easily download many free chat scripts online, but the real value happens when you create them on your own. Such chat scripts will help you communicate certain situations your support team comes across regularly to respond faster, maintain the tone of language, and deliver a consistent brand experience. With the help of the above sales and customer support scripts, your brand can engage your customers to improve conversions, effective customer service, and customer satisfaction.
Live chat scripts are pre-written messages designed to initiate conversations. Live chat agents send these ready-to-use responses for common customer service scenarios. This enables agents to respond swiftly and consistently, ensuring a uniform customer experience across all interactions.
To ensure that your replies over live chat sessions are accurate and professional, here are some tips to consider:
Yes, you should customize the live chat scripts to fit the specific needs of your business and customer interactions.
You should regularly update your live chat scripts to keep it relevant. Review and revise them periodically based on customer feedback, changes in your products or services, and emerging trends in customer service.
You should train your agents to handle questions that are not covered by the pre-written live chat scripts. They need to be knowledgeable and capable of providing answers independently. Provide them enough resources and offer regular training to enhance their performance.
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Snigdha Patel is a customer experience researcher, author, and blogger. As part of REVE Chat, she focuses on helping organizations maximize customer experience using omnichannel messaging and conversational AI.
She creates contextual, insightful, and conversational content for business audiences across a broad range of industries and categories like Customer Service, Customer Experience (CX), Chatbots, and more.
Serving as the lead content strategist, Snigdha helps the customer service teams to leverage the right technology along with AI to deliver exceptional and memorable customer experiences.
Being a customer service adherent, her goal is to show that organizations can use customer experience as a competitive advantage and win customer loyalty.
