Les Melnichenko
Feb 12, 2021 | 10 min read

Imagine your most hectic day. You chat with a customer explaining how to upgrade their account and another pile of tickets keeps landing in your inbox. No need to pull your hair out. A well-thought-out live chat script can help you shovel the tasks as easy as one-two-three. 

No, it’s not like launching a space shuttle 🚀 It’s all about knowing what to say and reading the room. The whole process is like following a set of instructions or solving a math problem. The data is given, you just need to come up with the fitting solution. In our case, all you have to do is choose the right template.

And we’re going to provide you with not just one, but 62 templates! Read on and find out what words to say and how. Streamlining sales and support conversations has never been easier.

If you’re eager to put these chatting scripts into action, start with a proper customer communication tool. Consider HelpCrunch for a flexible and customizable live chat with all the necessary enhancements for productive work (canned responses included) — it’s available for a free 14-day spin.

The benefits of live chat scripts

What is considered a nice-to-have skill nowadays? I would say that it’s mincing your words correctly. That is, if you know how to talk to people of all backgrounds and tempers, you can be thought of as a pro. Especially, if it’s a customer service position we’re talking about. 

Shaping your answer in advance is formulating a message according to different customer service scenarios. That is, knowing how to greet a returning client, appease a user, apologize (and save your face), and so on. A handy live chat script is beneficial in so many ways:

  1. Quicker response: with preset replies for FAQs, you can rest easy knowing that no client will leave empty-handed and unassisted. Isn’t it an excellent formula for boosting customer satisfaction and retention?
  2. Positive employee experience: do you have new hires? Perfect! Do you want to load off the rest of your customer service heroes? You can do just that with a pre-arranged chat script. Everyone will be at an advantage – new coworkers who may be lost in conversations initially, and clients who won’t have to wait for an answer. 
  3. Consistent brand voice: following predefined customer service live chat examples can help you preserve unique brand identity. Think about what to add to these scripts and stand out from the crowd. 

How to memorize all of the words and phrases needed to rock your dialogue with a customer? You could print the stuff out and hang it on the wall. Or recommend your support team to do so. But yeah, I suppose this is a rather old-school method. 

It’s more convenient to have ready-to-use chatting scripts in plain view and digital form, isn’t it? Let HelpCrunch do the job for you. How? Real simple. 

Our customer communication tool makes it possible to create canned responses for saving answers to all common questions and use them more productively. Pre-save any number of your replies in the HelpCrunch Settings. Then go to Settings -> Team -> Saved Responses and hit the ‘Add new’ button. 

Infuse a little personality in your responses by adding user attributes like {First_name}. Voilà! Type # when chatting with a client and choose the canned response you need from the menu that will appear.

62 chatting scripts up for grabs

Delivering flawless customer service is a number one priority, indeed. But when you have clients waiting on the other end of the screen, only time matters. Your actions?

As in a cookbook, we also have a ready-to-use and fast recipe for you. It’s our collection of customer service chat examples. Read them and be ready to become not only a support guru but also a master of speech 💪

Greeting a customer

The very first impression can make or break the rest of the conversation. Nothing beats amiability, courtesy, and, let’s face it, common sense. And isn’t it lovely when a client comes back to your website? It means customer loyalty and retention are ratcheting up. 

Infuse your live chat scripts with all of that and add your personal touch. See what messages you can send and take good note of (the first one is used by our customer service heroes):

👋 Chatting scripts for general greetings

Hey there ✋ If you have any questions, I’m here to help.

Hi ! 👋 We are glad to welcome you to our website. Should you have any questions, I’m here to help.

Good morning/afternoon/evening! It’s nice to welcome you on the [your company name] website. Just drop me a line if you want to ask any questions.

Hello! 👋 How may I assist you today?

Hey there! How are you doing today? In case you come up with something to ask, let me know.

Hello! 👋 Have some questions? You know what to do 😉 

Hi! Feel free to ask me anything. I love questions!   

🙋 Chatting scripts for greeting returning visitors

Hi again! Awesome that you come again 😌 Do you need to clarify some other details concerning [the question a customer previously had]?

What a nice surprise! You remember I’m still here to assist you any time, don’t you?

Hello and welcome back to [your company name]! Did you want to pick up where you left off?

Hi there! Do you have issues with your previous issue?

Welcome back! I see you want something to add. Write me once you’re ready 😉

Hello again! Did you face any problems with the [earlier issue]? 

Hi! It’s been a while since you contacted us. Feel free to let me know if you need assistance. 

Sending proactive messages 

Did you know that proactive chat messages can be your silver bullet? Well, you may not have a Eureka moment now but I’ll try to elaborate. 

You see, a proactive message means so many things: the willingness to help a customer as soon as possible, your concern, and honest initiative. Once a user sees it popping up, their first thought may be “What a caring and kind support this brand has! Interesting, what do they have to offer me?“. And that’s where your creativity steps in. 

Set these messages on any page of your website to target the right audience at the right moment. For instance, shoot a line when a user browses your product or pricing page or just navigates your blog. And we, in our turn, will help you spiff up your live chat script content. 

🤝 Support proactive messages 

I know the information on this page may be a lot to take in. May I provide you with assistance? 🙂

You have touched the spot! I’m sure you’ll be satisfied with this option. But if you need assistance, I’m here.

Hey, just wanted to know that there’s a huge deal available right now. Want a quick lead-in? 😏

Good news! Your order is going to be sorted out.

💰 Sales proactive messages 

Hi there! Are you still in two minds about [the pricing plan/product]? Not to worry, I’ll help you choose the best one for your needs.

Hey there! In case you have any questions about our [subscription/pricing plans, etc.], drop me a line ✍

Before you check out, you should know we have several other [your options] for you. Let us know if you’re interested.

It looks like you’re purchasing [the product]/subscribing to [your option]! Maybe you are interested in [a complementary option]? They’re quite a match 👍

Want to hear about other pricing plan options we offer? I’m at your service 💁

Apologizing for [insert your option]

We’ve all been there. The system fell out all of a sudden, you sent the wrong letter, or you just don’t provide the very feature a client is asking for. Saying a single “NO” may play a joke. Take it easy though!

You can go with such an answer, but you have to do that right. And remember, sometimes it’s better to recognize a mistake and make amends until it’s too late. Our pre-made live chat scripts are created for you to weaken the blow:

⚙️ Chatting scripts for apologizing for a system downtime

Ouch! Our system went south several minutes ago. But don’t worry! Our tech team is already on it and everything will get back to normal ASAP 🔧 We’ll let you know!

A friendly heads up 😊 We’ll run a few fixes in [time period], so you may experience minor glitches. They’ll be gone at the earliest!

🔄 Chatting scripts for offering alternatives

Sorry to hear that! May I offer you an alternative? 🙂

I do understand what you mean. I would be disappointed, too. Let me provide you with an alternative solution…

I apologize for the inconvenience. Would you enjoy [a special price/discount, etc.]? 🤩

I’m there with you! And would also like to recommend an [alternative] that fits all your requirements.

😢 Chatting scripts for apologizing for an issue

We’re sorry about the [issue]. Let me have a word with my manager to find out how we can fix this for you.

I understand how you feel, I’m very sorry. We’re going to take care of this for you right now 👌

Transferring a chat

Is there a support team with know-it-all agents? I mean one person can’t puzzle out all the nuts and bolts of your product or service. And there’s nothing to be ashamed of. 

If you have a customer reaching out to you with a rather technical question, consult a dev team not to lead them up the path. Or when a client wishes to find out the details about a sales procedure, let your sales manager take over and transfer the conversation. 

With that in mind, we’ve compiled a bunch of helpful lines to add to your live chat script:

As far as I know, this issue is in my fellow coworker department’s capacity. He/she will contact you in a minute 😉

I am so sorry for the confusion, but this is not the right department that can provide sufficient information on the [issue]. Will it be OK if I transfer you to another one?

I see, but I would need to get approval from my manager for that request…may I transfer you? 🙂

I’m afraid I can’t address your request. However, [agent’s name] is a pro in this type of situation and would be happy to speak to you. Is it okay with you if I transfer you to [agent’s name]?

I apologize, but [agent’s name] is the one who will be able to best handle your issue. Just a sec, I will transfer the chat to him/her.

Based on the details you provided, [agent’s name] can easily deal with it. Transferring your chat…

Asking for extra information

There’s no getting away with it. You have to ask a customer for extra details even after your chat lasts for 30 minutes already. Judge by yourself: it’s for your client’s good and convenience. The more information you rustle up, the faster you come up with the sought-after solution. The formula is THAT simple.

All good live chat scripts involve different options on how to tell a client you need yet another piece of info. And ours is not an exception. So, let’s dive deeper:

💳 Chatting scripts for asking for billing information

You’re totally right. Though I will need your billing details to clarify the issue 🔎

Would you mind providing me with your billing address? That would help in identifying the issue a lot.

📝 Chatting scripts for asking for personal information

Before we continue, may I ask you for more information? 😊

Could you please tell me your birth date so we can move further? 📝

..Yes, that’s correct. Would mind telling me your account ID so that I can look up the information?

Sending promotional information

This small window on the right corner of the screen isn’t just for saying hi and goodbye. You can use live chat for sales, too. Just like in a brick-and-mortar store, ask a client what they’re looking for, practice your upselling and cross-selling techniques, and inform a person about ongoing deals your company offers. Take advantage of these lines when preparing your live chat scripts:

🔗 Chatting scripts for upselling to a customer 

Hey there, I noticed 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. 

Great! You are purchasing [product]. I would also recommend [product]. They round each other well 👍

Since you’re buying [product], we would also like to suggest [product], to get the best out of each other. 

🔎 Chatting scripts for finding out what a visitor is looking for

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

Hey there, do you want us to help you find anything? I’m a few words away if you need me.

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

📲 Chatting scripts for responding to a demo request

Yes, sure, no problem. I can schedule a demo for you. What time are you available?

Can we gather for a quick call to understand your requirements and how our product can help solve your needs best? 📞

Hello [client’s name]! I can see that you requested a demo for [product] on [date]. Can you specify a date and time of your availability to schedule the demo for you?

Wrapping up the conversation

Goodbyes are as important as Hellos. If your vision of a friendly dialogue is limited to just being nice, you may be losing that special bond. Your key goal is a happy customer. 

Sure, you can always send a common Thank you for your order email or just make an acknowledgment to a person. But to build better customer relations, you have to go the extra mile. No matter how you slice it. Wind down your conversations with the following live chat scripts and use them in different situations:

🙏 Chatting scripts for saying thank you

Thank you for taking an interest in our brand! We appreciate it. Have a nice day! 👋

Your thoughts are highly appreciated. I’m always happy to assist you. It would be great to connect with you once again soon.

We appreciate your review and looking forward to seeing you soon 👋

Thanks for contacting our support! Hope to hear from you any time soon 👋

Thank you for visiting our website! We are looking forward to helping you!

Thank you for using our live chat service. I’m closing the chat now. Would you mind leaving a quick review? 🙏🏻

Thanks for chatting with us, feel free to ask us any questions. 

Thank you for staying with us. Hope to be of assistance any time soon.

Thanks for stopping by! Was nice to help you. Should you have any other questions, please, let me know 😌

💤 Chatting scripts for reaching out to an inactive customer

I’ve noticed you’re away for quite some time. I’m closing the chat now and will be waiting for your message should you have further questions.

Hey [customer’s name]! Haven’t heard from you for a while. Do you still need my help? If so, I’ll be here, just drop me a line 😌

Final words

As you can see, a premade chat script can be a quick win for your support and sales interactions. They encourage prompt replies, a positive tone of language, and a consistent brand experience. 

Are you set on trying the lines we’ve covered today in practice? It’s as easy as ABC. Create a free account with HelpCrunch, an all-in-one customer communication platform, and start chatting with your clients being ahead of the game.  

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