December 29, 2022
Picture this: You purchase a fancy gadget from an up-and-coming online marketplace at a great discount. When it arrives, it’s everything you dreamt of—until a week later when it stops working. You try to get in touch with the store at their email address but get no response even after weeks of following up. There are no alternative contact details on the website.
Scary, right? A lot of customers tend to feel that way.
What would have helped in this situation? Probably knowing that there was someone at the other end you could get in touch with, someone who cared about your problem, and who could offer a way out. Someone like a customer service agent who you could chat with in real time.
It’s not surprising then that 43% of customers surveyed by Tidio say they prefer real-time customer service via live chat over other methods. Live chat goes a long way in fostering trust between the brand and the customer. 62% of online customers would even buy more products if live chat and support were available.
Some of the world’s biggest brands including Amazon have leveraged this insight successfully to build strong brand loyalty and increase conversion rates.
Let’s find out what makes live chat tick and how you can drastically improve its efficiency using live chat scripts.
Live chat is a form of online communication between a customer and an organization in which the parties can exchange messages in real-time.
You can usually see it as a chat window on a website or mobile app through which a customer can type a message and receive a response from a customer service representative.
Live chat is a great tool for customer support as it ensures that communication is immediate, convenient, and not lopsided as in the case of emails. In addition to customer service, businesses also use live chat for sales, marketing, and other purposes.
Live chat scripts are pre-written or canned responses used by support reps during a live chat session to resolve frequent questions and issues quickly. Think of them as templates for different stages of the live chat—from greeting a customer to saying goodbye and everything else in between.
Using live chat scripts, agents can reduce the time spent in repetitive typing, focus on more complex and unique issues instead of copy-pasting the same responses over and over, and improve their productivity significantly.
The only caveat?
Live chat scripts should not be used as a replacement for personal interaction. It’s important to personalize them for a human touch and to tailor them to meet the specific needs of each customer.
Live chat scripts can be useful for providing efficient customer service in a number of ways.
By having pre-written responses at their fingertips, reps can quickly provide the information that customers need, without making them wait longer. Zendesk’s Customer Experience Trends Report 2020 found most customers on social media expect a business to respond in less than an hour. Of this group, 6% expect a response in under five minutes. Speed is supreme when it comes to good customer service.
Therefore, having a live chat widget on your website can make all the difference in providing quick and efficient customer support, and meeting the growing demand for instant gratification in customer service.
Recommended reading: How to use canned responses for social media support
Live chat scripts ensure that agents don’t have to come up with individual responses to common questions from scratch each time. This reduces the scope of errors and typos in the messages. It also keeps the voice and tone of the messages consistent with that of the brand. It further helps ensure that all reps are providing the same information and following the same processes, which can help improve the overall quality of customer service.
Live chat scripts can help reps stay on track and ensure that all necessary information is conveyed during the conversation. They also make it easier to handle customer objections and complaints without the added stress of coming up with a firm yet reassuring response that does not sound impolite.
Now that we’ve established how much of a godsend live chat scripts are, here are 40+ live chat script examples and templates that you can copy with ease.
Explore the 40+ live chat script templates below for handling common customer service situations like a pro.
First impression is the last impression, goes the cliché. Nowhere is it more true than in customer service. The opening message in the support chat will set the tone for the whole conversation. You want it to be positive, welcoming, friendly, and assuring to the customer. Here are a few ways to do that.
Hi [customer name]! Thanks for reaching out. How can I assist you?
Good [morning/afternoon/evening], and welcome to [product/company name]. Is there anything specific you would like to know or discuss? Please let me know and I will do my best to help.
Thanks for choosing to chat with us. How can we help you today, [customer name]?
It's great to see you again [customer name]! How can we help you today?
Thank you for choosing to visit us again. How may I help you this time?
Hello and thank you for returning to our chat. It looks like our conversation was interrupted earlier. Do you want to pick up where we left off?
Hello again, [customer name]. Would you like to start from where we left off earlier?
Hello and welcome to our chat. Please be aware that we record all our chats for improving our customer experience. Is there anything specific you would like to discuss today?
Thank you for chatting with us, [customer name]. Just a reminder that this conversation may be recorded for quality and training purposes. How can I help you today?
More often than not, you’ll need to ask customers to divulge additional information such as the details of the product/service they purchased, their delivery and/or billing details, credit card information, system information for their PCs or smartphones if they used your website or app to place an order etc. to service their issue better.
These live chat scripts will help you with that.
Thank you for explaining the problem. Can you please provide me with the ticket or reference number for this issue, so I can access your complaint and better assist you? You will find it in your email.
Could you please provide me with some additional information about [the product]. The [model number], [serial number], and [date of order] will help me address your issue faster.
I apologize for any inconvenience you may be experiencing. In order to resolve this issue, can you please provide me with your billing details, including your account number or the email address associated with your account?
Thank you for your interest in our product. I will need your credit card number and billing address to process your order. Could you please share them with me?
No matter how good we are at our jobs, life happens to the best of us. A bad day, an error of judgment, a technical glitch…it can put brakes in quality customer service and may leave them feeling dissatisfied. It may not always be your fault, but it helps to keep calm and act with empathy.
Sometimes, apologizing like you mean it is all you need to get the conversation back on track and avoid a negative review rating for yourself and your company.
Use these scripts for saying sorry kindly and constructively when there’s not much else you can do for the customer.
I apologize for any inconvenience you may be experiencing, [customer name]. We take full responsibility for this issue and are working to resolve it as quickly as possible. Please accept our sincere apologies for any frustration this may have caused.
I am sorry that you have had a negative experience with our company. Please know that we are taking steps to address the issue and prevent it from occurring in the future.
We value your business and want to ensure that you receive the best possible service. We are deeply sorry about the [issue] you’re facing. I will check with my supervisor right away, and see how we can make it better.
Sometimes you may not have the EXACT solution that a customer is looking for. Or the solution may become available at a later date. In the meantime, it might be helpful to propose alternative solutions or stopgap arrangements to fix the issue temporarily.
I apologize for any difficulty you are experiencing with our product. While we are unable to resolve this issue, may I recommend you try one of the following solutions as an alternative? These have proven to be effective for many of our customers previously.
It looks like we’re out of stock for [the product] you’re requesting. We apologize for the inconvenience. As an alternative, would you like to explore [option a] or [option b] with me?
I am really sorry but it looks like the service you requested is not available in your area at this time. However, we do have a few similar services that are operational. Would you like to learn more about them?
In situations where another agent or department might be more equipped to handle a support request, you can rely on the following scripts to initiate a transfer request after informing the customer.
[Customer name], may I transfer you to [department/agent name]? They’ll be able to help you better with this issue.
I am sorry but I’ll not be able to help you further with this. Would it be okay if I transferred you to the [department name]?
I apologize, but [agents name] is the one who will be able to handle your issue best. If you don’t mind, I’ll transfer the chat to them.
Please stay online while I transfer you to [department/agent name].
Could you please hold on for a moment while I contact [department/agent name?] I shall be able to transfer you shortly. Thanks for being patient!
What’s the hardest thing in the world for customer support reps? Yeah, it’s uttering the dreaded NO to customers who wouldn’t take one for an answer. How do you deal with such moments of being at an extreme loss of words? You keep the below live chat scripts handy as your go-to weapons.
Hi [customer name]! Though we’re committed to ensuring that all your needs are met, we’re afraid this request [insert details] goes against our company policy. We are happy to offer you [an alternative solution] instead. Please DM us with your contact details. Thanks!
Sorry, [customer name], our product does not come with [the feature requested]. However, it’s on our roadmap and our engineers are hard at work to get it to you shortly. In the meantime, we have released major bug-fixes and improvements that should make your experience smoother.
I apologize, but we are unable to offer refunds for [product/service]. Our refund policy clearly states that [policy details]. I am sorry for the trouble and the inconvenience. Is there anything else I can assist you with today?
Requesting feedback from customers can be daunting. You don’t want to fish for compliments for good service nor do you want to risk pissing the customer off more after a bad experience.
Here are some live chat scripts to help you strike the balance and navigate the moment of truth.
Thank you for chatting with us today, [customer name]. Your feedback is important to us and helps us to continually improve our services. Is there anything else we could have done to make your experience better?
We hope your experience with us today was positive. Your satisfaction is important to us. Can you please take a moment to tell us how we did? Your comments will help us improve.
Thank you so much for your kind words! We are thrilled to hear that you had a positive experience with our company. Your satisfaction is our top priority and we are glad to have met your expectations.
Thank you for taking the time to share your feedback. We’ll be sure to convey your words of praise to everyone on the team. We deeply appreciate your support.
I apologize for the frustrating experience you had with our company today, [customer name]. We value all of our customers and strive to provide excellent service at all times. Your feedback is important to us and we will do our best to prevent similar situations in the future.
Your satisfaction is important to us and we are sorry that we were unable to meet your expectations. We will be taking your feedback into consideration and making changes to improve the quality of our service. Please accept our sincere apologies, [customer name].
Too good at goodbyes? Most of us aren’t. They’re awkward and you never really know what to say. Luckily, this won’t be another one of your problems as you deal with angry customers.
Try the following live chat scripts to bid adieu to customers without hassle.
Thank you for chatting with us today. We hope that your issue has been fully resolved. If you have any further questions or concerns, please don't hesitate to reach out to us. Have a great day!
Thank you for using our live chat service, [customer name]. I am now closing this chat. If you have further questions, please feel free to contact us again. Have a pleasant day ahead!
Thank you for letting us assist you today. If we don't hear back from you within the next few minutes, we will assume that your issue has been fully resolved and close this chat. Thank you for choosing to do business with us.
Hey [customer name], it appears that you are no longer available to chat. If you have any further questions or concerns, please don't hesitate to reach out to us. I am now closing this chat. Have a great day!
Thanks for contacting us, [customer name]. If you experience further issues, you can contact us via [email] or [phone number] as well. Our customer service team is available 24/7 to assist you. You can also visit our website for additional information and support resources.
Thank you for chatting with us today. If you still have questions or concerns, please don't hesitate to reach out to us again. You may also want to try our self-help resources [list of resources] or contact us at [contact information]. See you!
No one likes to be left hanging, least of all frustrated customers. You can make the blow softer by being considerate and empathetic in your interaction as you figure out the best solution to their problem. Here’s a glimpse of how it works:
Thank you for your patience. I am currently researching the best solution for your issue. I should have an update for you shortly. In the meantime, please feel free to continue chatting or ask any additional questions you may have.
I apologize for the delay. I am currently looking into your issue and will have an update for you as soon as possible. Thank you for your patience. Is there anything else I can assist you with in the meantime?
Can you think of any live chat script examples and templates we missed? We do think we covered them all but feel free to reach out and let us know if there’s more we could help you with. (See what we did there? ;) )
To wrap up, we want to leave you with some best practices to make the most out of the live chat scripts.
The quality of customer service can single-handedly make or break your company. The bad news? There’s so much that can go wrong. The good? You can dramatically shift the odds by following these 5 best practices for customer service live chat.
Before you get the wrong idea, here’s what we mean. Canned responses can sound robotic and monotonous. A pinch of humor here, a pop-culture reference there can elevate the quality of your live chat scripts and make them more humane. You should also make sure to always greet the customer, use their name if possible, and introduce yourself. In this way, you can build a personal connection with your customer and make their experience more pleasant.
As a support agent, it’s easy to lose sight of this when your role is effectively about talking (or answering the customer’s questions). Don’t let it distract you. Listen to and understand the customer's concerns with complete attention. Only then can you come up with the right solution. Active listening is a skill that distinguishes good reps from great ones and that can take you very far in the game.
Customers who contact you for support will have little patience with technical terms and complex jargon. They’re already hassled and throwing big words at them can compound their mental distress. Avoid using terminology that the customer may not understand. Instead, use simple and easy-to-understand language. Being precise and direct in your approach can make a world of difference to them.
How do you increase your chances of getting a favorable review from a disgruntled customer? You follow up. And follow up once more—till their issue has been fully resolved and they let you know they are happy with the solution. You should also leave them an open window to return to the chat or write an email etc. if they have further questions. This is essential to build trust and improve customer satisfaction.
Now this one’s a secret tip you are not likely to find elsewhere. It can turn your customer service speed around by letting reps close tickets up to 30x faster. How, you ask? It’s simple.
Imagine typing a shortcut like o/hi and it automatically transforms into: Hi [customer name]! Thanks for reaching out. How can I assist you?. Or o/sorry to get the following text auto-typed in your chat window: I apologize for any inconvenience you may be experiencing, [customer name]. We take full responsibility for this issue and are working to resolve it as quickly as possible. Please accept our sincere apologies for any frustration this may have caused.
You’ll be able to create shortcuts for all FAQs as well as each live script template and invoke them within seconds instead of wasting minutes on repeatedly typing the same thing. It’ll be a superpower, won’t it? That’s what we thought!
As an added benefit, the snippets you create using a text expander can be extended for usage by your entire team, workspace, or even the whole org so that the messages sent by each rep can be consistent, up to date, and in sync with the brand voice.
Recommended reading: Text Expander 101—A definitive guide to everything you need to know in 2023
How do you get your hands on a text expander like that, though? It’s as quick and easy as saying 1-2-3.
OSlash is a text expander that lets you create superfast shortcuts for your URLs and snippets so that you never have to waste time searching for them or typing them manually.
By letting you insert common responses with a few keystrokes, OSlash frees you from the mundane and frustrating task of repetitive typing as well copy-pasting. Plus it works everywhere you do on the browser. So you never have to worry about transferring your snippets and shortcuts to your CRM, chatbot, or other support tools individually.
Recommended reading: How to use a text expander to simplify CRM success
The time-savings from all these benefits can compound to ~30 hours a month for each rep who uses OSlash! The tool does all this and more while guaranteeing faster response times, improved accuracy and efficiency, and overall consistency in your customer service live chat.
Time to give OSlash a spin? You can get started for free by downloading the browser extension.
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