50+ Most Popular Live Chat Scripts to Use For Assisting Customers

Most customers want quick and efficient replies to their queries. They also expect the service and engagement to have a personal touch. This makes live chat one of the most preferred modes of support. 

However, having live chat does not guarantee quick replies. You need pre-built live chat scripts to speed up responses. These scripts are customizable message templates that you can quickly use and adapt to any situation. 

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 find scripts for various situations. 

But before moving further, let’s first understand what live chat scripts are – 

What are Live Chat Scripts? 

Live chat scripts are pre-written responses that are used during live chat interactions. 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. 

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. 

How Do Live Chat Scripts Help in Customer Service?

Live chat scripts play a key role in streamlining customer service operations in many ways. They help improve agent performance and productivity. Teams that use chat scripts can provide efficient and accurate support, resulting in better experiences for customers. 

Live chat scripts can add value to customer service in many ways, including –  

• Consistency to Responses – 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. 
• Quick and Efficient Answers –  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. 
• A Structured Framework for Conversations – 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. 

• Accuracy of Information – 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.
• A Personalized Touch to Interactions – 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. 
• Valuable Training Resources – 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.

Things to Consider with Live Chat Scripts 

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 –  

• Be Clear and Concise – 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. 
• Use Positive Language – 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. 
• Avoid Negative Language – 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. 

• Offer Relevant Information – 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.
• Use Templates Judiciously – 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.
• Always Follow Up with the Customer –  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. 

50+ Common Live Chat Scripts for Effective Sales & Customer Support

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 outline some of the most common support transcripts that can be used in various scenarios – 

1. Greeting Customers

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.

Chat Scripts for Customer Service Greetings

• Hello, welcome to the “business name” thank you for visiting our website. How can we assist you?
• Hello, thank you for using “business name” service. Can I help you with something?
• Hello, “customer name” welcome back to “ business name”. Did you face any further problems with the “earlier issue”?
• Welcome back “customer name”. Happy to see you again. What can we do for you today?

Scripts for Explaining Chat Recording 

• Hello, I would like to mention that this chat may be recorded for the internal training process.
• Hi, we would like to let you know that the chat is monitored or recorded for quality assurance.

2. Following Up on Sales 

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 below live chat scripts to make your sales follow-up effective.

Chat Scripts for Asking Contact Details

• Hi, “customer name”. May I request you to share your contact details?
• Hello, I will need your contact details to update the further process. Kindly provide your phone number, email etc.

Scripts for Asking What Customer is Looking for

• Hi, “customer name”. Would you like to know more about the subscriptions for “product or service name”? If you want I can describe you.
• Hi, I can explain to you the installation steps for “product name”. Shall I go ahead?

Live Chat Scripts for Asking What Brings Him Here

• Hello! “customer name”, What brings you to our website? What are you looking for? It will help us to serve you better.
• Good morning “customer name”, What brings you to our site? What was the source from which you learned about it?

3. Requesting Live Assistance

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.

When you collaborate with your customers, face-to-face conversations become personalized and boost customer satisfaction. You can follow the below scripts as customer support chat tips for co-browsing and video chat requests.

Chat Scripts for Co-Browsing Request 

• We need to access your screen and co-browse together to address your issue. May we proceed with that?
• Can we start a co-browsing session to assist you in the form fill-up process?

Scripts for Video Chat Request

• We may need to identify the issue you are facing. Can we start a video chat conversation?
• 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?

4. Asking an Apology

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.

You may also like – How to say ‘NO’ to customers you don’t want to lose.

Chatting Scripts for Apologizing for an Issue

• We’re sorry about the “issue”. Let me speak with my manager to find out how we can fix this for you.
• 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.

Live Chat Scripts for Apologizing to Meet the Request

• We’re very sorry, but the free shipping offer is over for that particular region.
• We sincerely apologize, but we don’t have an overseas shipping facility at present.

Scropts for Providing Alternate Options

• May I request you to go through the “solutions” as a better option for the “problem”?
• I would like to recommend a “solution” that fits your requirements.

5. Transferring Customer Service Chats

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.

The below positive scripts for chat can be used to direct the chat conversation to the right representative to deliver correct information without letting them wait for a long time.

Chat Scripts for Transfer Request

• I am so sorry for the confusion, but this is not the right department that can provide sufficient information on the “topic”. If that is ok for you, will I  transfer you to the right department?
• Please hold for a moment while I transfer you to “agent name”.

6. Putting the Customer on Hold

“Your call is important to us. Please hold on.”

We have probably all heard this some way or another, and believe me, it stinks. Be it you or me, nobody likes being on hold. But there are times when it can not be avoided, and also with the intent to deliver a quality solution.

Chatting Scripts for Pausing the Conversation

• Can I please put you on hold for a moment?
• It will just take a moment to go through the details – Can I put you on hold?

Scripts for Requesting Customer To Be In the Queue

• 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.
• All our agents are busy at this moment. Please wait for “queue time”, while our representative will join you shortly.

Live Chat Scripts for Thanking Customers for the Wait

• We appreciate your patience for holding and apologize for the wait time.
• Thank you for waiting for us! We do apologize for the wait time. We are available to assist you.

7. Asking for More Information

Collecting information is a vital part of getting work done in the right manner, but it requires your team to develop trust and comfort.

Now you can seamlessly handle your information requests with the help of the below scripts. Following these customer service chat scripts will make customers feel like they are in safe hands.

Chat Scripts for Collecting General Information

• We need some additional information before proceeding. Please share the required information.
• May I request you to provide some extra information before we continue? It will help to improve our service.

Live Chat Scripts for Collecting Credit Card and Billing Information

• May I request you provide your current billing address?
• To process your order, please provide your credit card number, expiration date, and security code.

Chatting Scripts for Address verification

• May I request you verify your current residence address?
• Can I ask you to provide the zip code of the current address?

Scripts for Asking Personal Information   

• Can I request you to provide me the account number listed on your generated bill?
• Please provide me with your date of birth and social security number to proceed.

8. Initiating Proactive Triggers

Proactive customer service has become a new trend in recent years. A well-informed, personalized proactive chat trigger can pour in sales opportunities and boost customer satisfaction. It all depends upon your proactive live chat strategy. Below are some situations where visitors and customers accept proactive chat invites.

Chat Scripts for Triggers Based on Demography 

• Use country-specific scripts like – Bonjour “name of the customer”, Comment puis-je vous aider ( Hello ‘customer name’ how may i help you?)
• Hello! My name is  “agent name”, I am the regional representative for “country/region/city”. How may I assist you?

Chatting Scripts When a Customer is Hesitant

• Hello “customer name” If you are buying “product or service” today you can use the coupon code and get a discount of 20%. Would you prefer to chat for more details?
• Hi “customer name”. Let me tell you it is a worthy investment if you purchase the product now. The offer is going to expire in two days.

Live Chat Scripts For Reviewing Options

• We understand that too many options can be confusing. May I assist in helping you to decide?
• It is obvious that anybody will have a problem, Can I help you to go ahead with the right one?

9. Sending Promotions and Discounts

Not every visitor ends up with a sale. With promotions and discounts, visitors can be engaged to close sales successfully and reduce cart abandonment. Sending a proactive message to start a chat with scripts covering the discounts increases the chances of a sales conversion.

Try out the following positive chat scripts while assisting your visitors on the road to becoming loyal customers.

Live Chat Scripts Asking Customer for Check Out

• 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 the “page name”?

Chatting Script for Discounts on Pricing Page

• Hello “customer name”, Can I explain the special discounted price for the products/services you are interested in?

Chat Script for Discounts on the Home Page or Across the Website

Hello! We are pleased to inform you that we are offering a discount on “promotion”. Would you like to take advantage of the limited-period deal?

10. Saying Thank You

Likewise, just as starting a conversation with the customer is important, closing the conversation is equally crucial. If your customer walks away with a negative impression at the end, the well-structured service goes to waste.

Before closing the conversation you can ask if any further assistance is required. Then wrap up your chat conversions by using the below live chat scripts:

Chat Scripts for Saying Thank You to Customers

• Thank you so much for using the “brand name” chat service. We hope to hear from you soon! Have a good day.
• Thank you for visiting our website. We hope to see you again. Good day.
• Thanks So Much for Your Order! I Hope You Enjoy Your New Purchase!

11. Providing In-app support

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 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.

Live Chat Scripts for Better In-App Support 

• Hello “customer name”, We are pleased to welcome you. Please go through the tutorials to learn more about the features.

12. Requesting Review  

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. 

Chat Scripts For Requesting a Review from Customers 

• 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 “your product or service” a positive review? You can leave a review by going to “link to review”. 

13. Responding to the Demo Request 

Customers requesting a demo is one of the best things to happen to your business. It’s what you try for. So, when that moment comes and you have a request for the product demo, make sure you use the opportunity to show your customer experience expertise. 

Chat Scripts Asking About the Best Time for a Demo Schedule  

• Absolutely. I can schedule a demo for you. What time and day would suit you the best? 
• Hi [client’s name]! We can see you have requested a demo for [product] on [date]. What time is right for you? 

14. Informing Out-of-Stock Items 

Products go out of stock and such situations are quite common. However, the responses to customers asking about should be balanced and measured. Make sure your customer service team uses positive language to inform product unavailability. 

Chatting Scripts for Informing Unavailability of Product 

• We appreciate your interest in this product. However, the item is not available but rest assured, it will be back soon. 
• This product is out of stock at the moment. We assure you it will be available soon.  

Why Live Chat Conversations and Scripts Matter: Key Stats 

• 53% of customers may abandon their online purchases if they don’t get quick responses to their questions. (Source – Forrester)
• Four out of 10 buyers who use live chat are more likely to make online purchases compared to others who did not chat before. (Source – Emarketer)
• 20% of people who shop prefer live chat to contact a retailer over any other communication method. ( Source – Etailing.com)

Best Practices For Using Live Chat Scripts & Role Play

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.

• Handle angry customers by using your best listening skills. You can follow the HEARD technique. (H-Hear, E-Empathize, A-Apologize, R-Resolve, D-Diagnose).
• If you differ from what your customer is saying, you should be able to provide accurate facts and figures. For example, if it is a product delivery-related inquiry, provide the correct date and other details related to it.
• If your employees delete the complete database by mistake customers may refuse to give you their information again. What’s your first attempt? –  Admit your mistake and apologize politely.

Note: Delivering chat support with your in-house team has become a lot easier nowadays but keeping it available 24×7 is still an uphill task. Professional Live Chat Outsourcing companies like DeskMoz hold expertise in delivering exemplary 24×7 managed live chat agent service + free live chat agent software on your website. Pricing for round-the-clock coverage is as low as USD 199. 

Final Thoughts 

We hope the above-mentioned live chat scripts will be useful for you. You may easily find a script chat live and online free 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. Similar chat flow examples can be found online for more inspiration and creativity. 

REVE Chat customer engagement software is the best tool to deliver the appropriate service depending upon circumstances. Sign up with REVE Chat today and explore the features for better business productivity.