It’s no surprise—
All customers want to be served quickly, efficiently, and, preferably, with a personal touch.
Not with live chat scripts.
They’re handy, customizable message templates you can use and adapt for any situation in a matter of seconds.
A game-changer for any customer service agent. A delight for any customer.
In this article, you’ll find live chat scripts for the following situations:
- Greeting customers
- Sending proactive messages
- Sending promotional information and discounts
- Cross-selling and upselling scripts
- Chat scripts for apologizing
- Thanks for waiting
- Please wait on hold
- Transferring chat conversation
- Asking for more time
- Responding to the demo request
- Dealing with an irate customer
- Chatting scripts for out of stock items
- Suggesting an alternative
- Asking for additional information
- Ending the chat conversation scripts
- Customer satisfaction survey request
If you’re looking for other articles on customer service, check out these:
- What Is Live Chat And How Your Business Can Benefit From It?
- How to Add Live Chat to Your Website for Free
- Best Canned Responses For Customer Service
First off, let’s answer some questions—
What exactly is a live chat script and what purpose does it serve?
Live chat scripts are prewritten conversation messages agents can send via live chat in the most common customer service situations. They help agents quickly respond to customers and ensure a cohesive brand voice in all interactions with them. For example, you can use them to greet your customers or inform them about promotions.
Live chatting scripts help customer support teams improve productivity and tackle burnout among agents because they don’t have to write down the same opening lines manually over and over again. Chat prompts also help them remain professional and deescalate conflicts while dealing with all types of customers, even difficult ones.
Having a ready-to-use chat script equips even beginner live chat agents with solutions to different customers’ issues. They help avoid bad customer service reviews on social media and strengthen the brand’s voice.
If delivering the best customer service is your number one priority, you should definitely use chat scripts—73% of consumers say that valuing their time is the most important thing companies can do for them.
That’s in theory. Let’s move on to the practical part—
Customer service live chat scripts for copy-pasting.
Remember though, even if the chat templates are meant to be universal, you’ll have to customize some of them.
Look out for information in square brackets, you’ll have to edit it.
Customer service greetings scripts
When you start chatting with website visitors, ensure you’re making a good first impression. Introduce yourself and your company to establish good rapport from the very beginning.
Also, make sure you recognize returning customers—up to 80% of customers are more likely to shop with a company that personalizes their experience.
Chatting scripts for general greetings
- Hi there! I’m [your name]. I’m here to help if you need anything.
- Hello! Welcome on [your company website]. Just drop me a line here if you have any questions about [your product or service].
- Hi! Lovely to have you on our website. If you have any questions about [company name] and our [products/services], I’m here to help.
- Hi! Hit me up if you have any questions about [your products or services]
- Hello! Have some questions? Feel free to pick my brains! I’ve already helped hundreds of customers pick the perfect [type of product you sell].
- Good morning/afternoon/evening! How may I assist you today?
- Hey there! How are you doing today? Let me know if there’s anything you’d like to ask.
Find out more about different types of welcome messages and how they can benefit your business.
Script ideas for welcoming repeat customers
- Hi [customer name]! Awesome to see you again. Hit me up if you still need to clarify some things about [the issue the customer previously had].
- What a pleasant surprise! Please remember I’m still here to help you out if you need anything.
- Welcome back! Did you want to pick up where you left off last time?
- Hi there! I’m just checking your previous issue is all sorted now. Feel free to ask me anything.
- Welcome back at [name of your website]! Let me know if you want to add anything.
- Hi! Long time no see. Feel free to let me know if you need assistance today.
- Hi there! Did you face any problems with the [earlier issue] again? I’m here to help.
Sending proactive messages
Proactive customer service is part of a customer-oriented approach. It focuses on identifying customer pain points to resolve issues faster. Not surprisingly, as many as 87% of US consumers want companies to be proactive in customer service. They report better quality of customer experiences and increased customer satisfaction.
On a pricing page
- Hello, I noticed you’re here for a while. Would you like me to go through our pricing plans?
On a home page
- Hi! Are you looking for something specific or just browsing? Let me know if I can help you with anything.
On a check out page
- Hi, I noticed you struggle to finalize your purchase. Can I explain our current offer?
On product or category pages
- Hi there, if you need assistance choosing [category/range of products], I’m here to help.
- Hi! Just to let you know—if you have trouble finding something you need, I’m here to help.
Find out more about the benefits of a proactive approach to customer service to your business.
Sending promotional information and discounts
For example, you can send a discount when you notice a customer is hesitating to make a purchase at the checkout page or send a promo code for new visitors. Here are some simple examples of live chat scripts you can use in your communication.
- Hi! It looks like you’ve unlocked [an offer e.g., 10% off]! Get it with the promo code [promo code] on this purchase.
- Hi! I just wanted to let you know [product name or service] has a discounted price. If you’d like to take advantage of it, follow this link [insert a link].
- Hey, just to let you know—we have a sale coming on [date]. Save the date and shop all your favorites.
Check out how adding Tidio to their online platform helped Mometrix reduce churn at checkout.
Cross-selling and upselling scripts
Chatting with customers in real-time is a natural opportunity for both, provided you’re not too pushy and can take no for an answer!
- Hey there, I noticed you are about to buy [product]. I think [product name] might be of interest to you, too? Our customers frequently order both the items together.
- Hi! You are purchasing [product]. Great choice! I would also recommend [product name]. They complement each other well.
- Hi! Since you’re ordering [product name], why don’t you take a look at [another product]. They go so well together.
Thanks for waiting
The average wait time for live chat support requests is 2 minutes and 40 seconds. If it took you longer to respond, send this type of live chat script.
- I’m sorry I kept you waiting. Thank you for your patience. How can I assist you today?
- Thank you for holding. I really appreciate your patience. We’re unusually busy at this time of [year/day]. How may I help you?
- We apologize for keeping you on hold. I am [your name] and I am ready to assist you.
- Thanks for waiting and apologies for the wait time. I’m now available to assist you.
Please wait on hold script examples
Similarly, let customers know if you’re currently unavailable to support them. It reduces their anxiety and sets the right expectations.
- We are sorry but all our agents are busy helping other customers right now. Please hold for a few minutes and our next available agent will be in touch with you shortly.
- We apologize but all our customer support agents are engaged at the moment. An agent will be with you shortly. Thank you for your patience.
Chat scripts for apologizing
Only 1 out of 26 unhappy customers complain—the rest of them turn to your competitor. So when customers complain, it is actually a good sign. If you manage to apologize in a timely manner, you can salvage the relationship you have with them. Feel free to copy-paste those ready-to-use live chat scripts for saying you’re sorry.
Web chat apology script for an error
- [Customer name], I apologize for the error on our end. I’m going to look into this for you right away. Thank you for your patience.
- Thank you for letting us know about the issue, [Customer name]. I am very sorry it’s happened to you. Please, give me a minute to make things right for you.
- We’ve had some technical issues. It’s our bad and we’re extremely sorry this affected you. Our technical team is on the case and should resolve the problem within [time frame].
- I’m sorry to hear that you’ve experienced this issue and apologize for the inconvenience it’s caused. Let me look into this and I’ll have the solution for you shortly. Thank you for your patience.
Learn more about effectively apologizing to your customers and how to write an apology letter to customers.
Apology script for not meeting a customer request
- Thanks for sharing your ideas. Unfortunately, your request is beyond the scope of what we can do. Is there anything else I can help you with?
- I wish I could help you out here, but we are unable to fulfill your request at the moment. If we decide to roll out [the requested feature], I’ll personally let you know.
- I’m sorry our product doesn’t have [the feature] that meets your needs right now. In my experience, [the requested feature] may not be feasible because of [e.g., complications down the road, security breach, etc.].
- I’m afraid we can’t implement your idea at the moment. But I assure you our product team is working on an exciting [new feature] now. [Describe how it may benefit the user].
If you need more practice in dealing with customers in real-time, check out the most common customer service scenarios for role plays.
Transferring chat conversation
No one should expect you to know everything all the time. When you’re in a pickle, you may have to transfer the chat to another agent in the right department. Use the ready-made chat scripts below.
- Is this OK if I transfer you to my colleague [name of the colleague] who specialized in [the area of expertise]? He/she will be able to quickly help you.
- I see. It sounds like an issue my colleague has dealt with before. May I transfer you to him/her?
- My colleague [agent’s name] is the one who will be able to best handle your issue. Do you mind if I transfer the chat to him/her?
- I’d like to transfer you to my colleague [name of the colleague] from [name of the departament] who has your file on hand. Don’t worry, you won’t have to repeat the issue to him.
In Tidio live chat, you can reassign the chat to another operator without the customer realizing this. It gives customers peace of mind because they hate repeating themselves.
Asking for more time
Similarly, you may need more time to deal with complex issues. Feel free to use the customer service chat templates below.
- I’m going to have to double-check this with my supervisor. Can you please wait a moment while I do so?
- May I please take a moment to find out?
- Let me check this for you. It will take a minute or two. Please hold on.
Responding to the demo request
Make sure that when you reply to a customer who requests a demo of your product, you showcase your best customer service skills. It’s easier when you have ready-to-use chatting scripts at hand.
- Yes, no problem. I can schedule a demo for you. What time and day are you available?
- Can we schedule a quick call to discuss your requirements and how our product can help solve your needs best?
- Hi [client’s name]! I can see that you requested a demo for [product] on [date]. What is your availability on [date]?
Dealing with an irate customer
Not every customer is a delight. And customer service scripts templates help agents maintain customer communication on a professional level. Here are some examples that will surely help you tame the Kraken!
- I hear you. I’m terribly sorry for the frustration and inconvenience this has caused. I’ll be sharing your feedback with [name of the department e.g., finance team, warehouse].
- I understand why you feel upset. I appreciate you bringing this to our attention. So, you have problems with [product] and now you can’t [repeat what the customer said], is that correct?
- I know it is frustrating when you receive a faulty product. Could you describe exactly what’s wrong?
- I understand why you’re upset. Can you please tell me a little more about the problem, please?
Learn more about dealing with angry customers in five easy steps.
Chatting scripts for out of stock items
When a product is unavailable, you don’t have to go into details to explain why. When a customer asks about it, use positive language. Here are a couple of examples of what you can use in a sample conversation with customers.
- It will be back in stock [enter when]. In the meantime, you can preorder it now and receive it as soon as it reaches our warehouse.
- Unfortunately, we discontinued this product some time ago. But I know why you like it. Here’s a link to a similar item that many of our customers recommend instead [insert a link].
- The item will be delivered any time soon. I can send you an email when it reaches our warehouse. What is your email address?
Suggesting an alternative
When you work in customer service, the number one rule is to avoid saying no to a customer. How? Providing alternative solutions is just one way of doing so.
- Sorry to hear that! May I suggest an alternative?
- I get why you like it. I would be disappointed, too. Let me share an alternative solution with you. [Describe the solution]
- I apologize for the inconvenience. Do you think [insert an alternative] would work for you?
- I know what you mean! Here’s [an alternative] that should fit your bill. Let me know your thoughts.
Asking for additional information
Here’s Martin Iwaszko’s, our Product Trainer, advice on asking customers for extra information:
In my experience, asking probing questions is the most effective questioning technique. Probing questions are usually open-ended to encourage customers to check their answers before replying to agents’ questions. For example, if I ask a customer: Did you use email@example.com to register?, the answer usually is: Yes. Instead, it’s better to ask: What email did you use to register?
Our pre-arranged chat scripts take the tip into account.
- I need some extra information to proceed to ensure I’m talking with the right person. Could you please share [the required information]?
- Can you confirm the account number listed on your last generated bill?
- Can you confirm your date of birth before we continue? The additional information will help me find your account.
- Could you please confirm your credit card number for me? It will help me identify the issue.
- May I have your current billing address? It would help me solve the issue faster.
- Can I ask you to verify your current residence address?
- May I ask you to provide the zip code of the current address?
Ending the chat conversation scripts
Wrapping up a chat session is as important as its beginning. As many as 58% of consumers in a Microsoft study said being happy is essential for staying loyal to the business.
The key here is to make sure that the customer is happy with the care you provided before you disconnect.
- I can see you’re away for quite some time so I’m closing our chat session now. But my colleagues and I are here should you have further questions. Have a good day!
- Hey [customer’s name]! I haven’t heard from you for a while. Don’t hesitate to drop me a line if you need my help in the future.
- Thanks for stopping by! Should you have any other questions, please, let me know.
- Thanks for taking an interest in our brand! Have a nice day and hope to see you soon.
- No worries. I’m always happy to assist you. Don’t hesitate to drop me a line if you need my help in the future.
- We appreciate your opinion and look forward to seeing you soon here.
- Thanks for contacting our support team! I’m glad I could help. Is there anything else I can help you with?
- Thank you for chatting with us. I’m always happy to help.
Find out how to write the best thank you for your order messages to win customers’ love.
Customer satisfaction survey request
Customer satisfaction in the digital world is ever so important. The end of a chat conversation is a perfect moment to collect feedback from your customers—they are still engaged and the situation is still fresh in their memory.
Use simple customer service chat scripts below.
- Thanks for using our live chat service. Would you mind leaving us a quick review on [insert a link]?
- I’m glad I could help. Would you find 3 minutes to take our survey and share your feedback?
Check out over a hundred sample questions you can use in a customer satisfaction survey.
Key things to remember
Ecommerce these days is gaining popularity and businesses are expected to provide excellent customer service and a consistent brand voice. Pre-made live chat scripts are a quick win for sales and support team members.
They help agents respond faster and deliver a consistent brand experience while remaining professional in different situations.
Don’t hesitate to use scripts in this article for your own benefit.