Les Melnichenko
Feb 12, 2021 | 13 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 90 templates! Read on and find out what words to say and how. Streamlining sales and support conversations has never been easier.

The benefits of chat scripts no one can’t deny 

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. Handy chat scripts are beneficial in so many ways:

  1. Chatbot communications: such ready-made reptiles will be a perfect add-on for chatbot scenarios that could turn your customer interactions upside down (in a good sense).  
  2. Onboarding: it usually takes much time but if you infuse it with a set of pre-made reptiles, the whole process will be streamlined. Besides, you can use them for staff training and in-team role plays to better customer support performance based on real situations.
  3. Emergency manual: take advantage of chat scripts as a force majeure guide, just to be on the safe side.
  4. All-purpose canned responses: who says you should use pre-made scenarios for business purposes only? They could become a real asset in daily situations or other niches, such as psychology, beauty sphere, everyday shopping, or even taxi rides.  
  5. Consistent brand voice: following predefined customer service live chat examples can help you preserve your unique brand identity. Think about what to add to these scripts and stand out from the crowd. 

How to memorize all 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}. Type # when chatting with a client and choose the canned response you need from the menu that will appear. Voilà!

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

👋 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!   

🙋 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. 

Support and sales 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 chat scripts 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. 

However, saying “sorry for the inconvenience” and calling it a day is also lame. Take it easy! Go with a chatting script but 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:

😔 Saying “sorry for the inconvenience” for poor customer service  

I understand you completely! 🤝 Let me provide several alternatives…

 Thank you so much for your patience! The issue is completely taken care of.

I am on the same page with you here. Could you please provide some details…

Thanks for bringing this up to us, mea culpa! 🙌🏻 Give us some time to get onto this..

If I were you, I would be frustrated too! Let me loop my colleague from another team in. He/she will help!

⚙️ 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!

🔄 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.

😢 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…

Refuse a customer in [insert your option]

Of course, you can do that! C’mon, the tenet ‘Customer is king’ isn’t working any longer. I don’t mean you should think little of your audience. 

Refuse to do something for a customer (for obvious reasons only!) masterly, keeping your face and talking the right language. Check out these live chat scripts that could give you a surge of energy:

🤷‍♀️ Saying ‘I don’t know’ covertly

Think of me as a bad news carrier but this feature isn’t on our plan in the foreseeable future. It’s actually hard to say when it will be 😬 However…

To avoid misunderstanding, let me clarify and few points…

I might not be an expert in this stuff but I am sure this should be done differently. If you want, we could loop my colleagues in.

🙅‍♀️ Decline a refund

We regret to inform you that our policy doesn’t call for refund under such circumstances. How about we provide you with an additional feature [insert smth relevant]?

You’re right! Generally, we don’t do that. However, I think I can ask our CEO for assistance. I am sure we can rectify the situation  

With all due respect, I have to tell you that our company follows international banking standards that we can’t get around. We are hoping for your understanding!

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 mock 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:

💳 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.

📝 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:

🔗 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 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. 

🔎 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. 

📲 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?

Sending explanatory content 

You can’t explain everything to a customer the way they see it (unless you’re a third-generation psychic who can read thoughts 🔮). 

It IS possible but every person acquires information in their own fashion. That’s why you should make a habit of sharing some backup informational content to ease your clients’ lives. 

Here are essential chat scripts for customer service that might be of help:

📚 Knowledge base as the extra data bank

I see what you mean! You just got lucky as we have this cool article [insert link] in our knowledge base that could answer your questions. Check this out!

For this, you might want to read our knowledge base article – we tried to explain the process in minute detail there.

How about some reading? We have this perfectly built database where you could scour for info while I [ask my team/investigate the issue further].

🗞 Blog as an additional info source

To give you a better idea, here is an insightful blog article [insert link]. You’re welcome to read it: I guarantee, you’ll get more info on the topic.

🎞 Video as demonstrative content

Have you subscribed to our YouTube channel? 🧐 If not, here is this totally awesome how-to [or insert your option] clip that can answer your questions.

I see that you want additional context. We have this video with explanations – watch it and drop me a line if you have any further questions!

Thanks! By the way, we have a new video-making team, and here is our first-ever clip! [insert link] You can watch it and tell us what you think of [the feature explained in the video]. 

Feedback request 

How often do you gather customer feedback after the conversation comes to an end? Some might neglect such a step. However, when you do that regularly, you can actually get a new source for customer insights, which gives an opportunity to react respectively, if needed. 

To provide you with a bird-eye-view, here are ready-to-use live chat scripts for asking customer feedback in different situations:

🙂 Customer satisfaction survey

Thank you for using our services! 🙏🏻 Hopefully, we managed to solve the issue as is right and proper. Would you mind leaving your thoughts here [insert the link to the survey]?

I am excited I helped you! How about a quick survey? The whole team would be glad to know your feedback! 🙌🏻

How was your experience? Please do share your thoughts as they are highly appreciated!

Thanks for the conversation! One question: is there anything you would like to change about our product/sevices?

😎 Review request

We are happy the problem is fixed in less time possible. If you find our assistance helpful, would you mind leaving your honest review on [review platform link]? Thanks!

Our team did its best to handle all the issues. Could you do us a small favor? Here is the link to [review platform link] where we keep every customer’s review (and are proud of them!). Yours is missing! Would you add it there?

Phew! That was one hell of a bug! I’ll tell the devs team you say hello and thank you 😁While we are at it, it would be of help if you say us your thoughts. How was your experience with our company? Thank you!

📹 Interview request

Thank you for being our customer for quite some time! We do hope our product/service has been beneficial for your business. With that in mind, we would like to offer you a quick interview 🎞 You can tell us and our other customers about the overall experience you had with our company. We will feature it on our Testimonials page. Tell me what you think!   

[company name] is grateful to you for sticking with us! And we want others to find out about your story! How about we gather for a call and discuss it in detail? 

Congrats! 🎉 You’ve been chosen one! We shoot video feedback with our successful customers once in a while, and we would like to offer you such an endeavor. Care to discuss the details?

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, there’s always a common “Thank you, bye“. 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 a variety of situations:

🙏 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 😌

💤 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 😌

Hello there [customer’s name]! I see that you are silent for quite some time now. May I offer you my help? Or just ask how are you these days? Anyway, drop me a line if you still have questions.

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, a full-house customer communication platform, and start chatting with your clients being ahead of the game. 

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