Live chat templates
Live chat is a flexible and popular tool for customer communication. Ready-to-use live chat scripts can help agents provide faster and more consistent service, interact with multiple visitors at once, and increase conversions. Use proactive chat invitations to engage with visitors, offer assistance with purchases, and recommend complementary products. Inquire about additional information and verify understanding in chat sessions, and use hold messages when necessary.
Starting a chatย Common greetingsGreetings for repeat visitorsA customer contacted the wrong companyProactive chat invitationsReturning visitorsIdle visitorsPricing/ check-out pageProactive salesAsking for additional informationRequesting general informationVerifying your understandingPutting on holdIn the queueIn the middle of a chat sessionResuming a chat sessionTransferring a chatHandling complaintsApologizing for an issueUnable to meet a requestWrapping up a chatThanking a customerWhen a visitor is unresponsiveFrequently asked questions
Numerous researches have proven that live chat has become and still remains the most popular digital customer communication channel. It is also one of the most flexible tools you can use on your website for a variety of purposes โ from customer support to proactive sales and marketing. The following proven examples of ready-to-use live chat scripts (canned responses) for the most common live chat scenarios will help your agents to:
- Provide faster responses when chatting with visitors and customers;
- Avoid typing the same messages over and over again and boost efficiency;
- Interact with multiple visitors simultaneously without compromising service delivery;
- Maintain the right tone of language and deliver a consistent brand messaging;
- Offer timely customer support and improve customer satisfaction;
- Increase conversions by proactively targeting prospects on specific website pages.
Starting a chatย
Common greetings
โHello, welcome to [COMPANY] and thank you for visiting our website. How can we assist you?โ
โHello, thank you for visiting. Can I help you with something?โ
โHello, and thank you for using [COMPANY]โs live chat service. Is there something in particular we can help you with?
โGood morning/ afternoon/ evening, and thank you for contacting our chat support. How are you doing today? Please tell us how we can assist you.โ
โHello there! My name is [AGENTโS NAME]. How can I help you today?โ
โHello, thank you for contacting our live chat support. May I have your name please?โ
โThank you for calling our chat line. I wanted to let you know that this chat will be reviewed for quality assurance purposes and for further follow-up if needed.โ
โHello, thanks for visiting. I would like to mention that this chat may be recorded for the internal training process.โ
Greetings for repeat visitors
โWelcome back [CUSTOMER NAME]! Happy to see you again. What can we do for you today?โ
โWelcome back [CUSTOMER NAME]! Itโs great to see you again. Did you want to pick up where you left off?โ
โHello again [CUSTOMER NAME], and welcome back to [COMPANY]โs site. Did you face any further problems with the [previous issue]?โ
โHello [CUSTOMER NAME]! How are you doing? Let me know how I can help you today.โ
โHi [CUSTOMER NAME], glad to see you back! Letโs see what I can do for you today.โ
A customer contacted the wrong company
โIt sounds like you may have reached us in error, weโre a โฆ company. Iโm sorry we canโt help you with โฆโ
โIโm sorry, but Iโm afraid you have reached the wrong company. This is โฆ , and we are not affiliated with โฆโ
โIโm sorry, we would not be the right company to help you with your question. We donโt deal with โฆ We appreciate your contact. Have a good day.โ
โIโm sorry, I believe you are looking for โฆ However, we specialize in โฆ So you have probably reached us in error.โ
Proactive chat invitations
Returning visitors
โSeems that you are visiting our site frequently but not making a final purchase. Can I help you decide on the right choice?โ
โIt looks like youโre visiting quite a few pages! Can we help you find anything?โ
โItโs been a while since youโve reviewed your shopping cart โ are you ready to check-out, or can we help you find something else?โ
โHey [CUSTOMER NAME], would you like to know about the special discounted price over the services/products you are interested in?โ
Idle visitors
โHello! It looks like youโve been inactive for a while. Can we help you find something?โ โCanโt find what youโre looking for? One of our experts is happy to help!โ
โHey there! It seems like youโve been inactive for a few minutes. Did you need help navigating our site?โ โIt appears that youโve been inactive for a few minutes. Please feel free to use our live chat service if you have any questions.โ
Pricing/ check-out page
โHey! Do you need any assistance with your order? Iโll be happy to answer any questions.โโHi, Iโm [AGENT NAME]. Let me know if you need a hand with your purchase today.โ
โNot sure which (product/service) is right for you? Chat with one of our specialists now!โ
โHey there! It looks like youโre purchasing [product]! Could we interest you in [product] as well? They complement each other nicely.โ โSince youโre purchasing [product], weโd recommend [product] as well. Customers in the past have found that purchasing these items together made their lives easier.โ
โWe understand too many options can be confusing. May I assist in helping you decide on the right subscription plan for your business?โ
โStill have some questions before you upgrade? Ask us โ weโre here to help!โ
โYouโre almost there! Is there anything I can help you with?โ
Proactive sales
โHello there! If you are buying [product or service] today, you can use the coupon code and get a 20% discount. Would you like to chat for more details?โ
โHi there! Let me tell you it is a worthy investment if you purchase [product] now. The offer is going to expire in two days. Would you like to chat to learn more?โ
โBefore you check-out, you should know that weโre currently offering [promotion]. Would you like to take advantage of this limited-time offer?โ
โHey, we have a great sale running today on one of our most popular products. Can I tell you more about it?โ
โHey, we just wanted to let you know that [product] is on sale right now, if you felt like saving a few dollars today.โ
Asking for additional information
Requesting general information
โMay I request you to provide some extra information before we continue?โ
โIf itโs okay with you, weโll need to collect a little bit of additional information before we proceed to the next steps.โ โTo meet your needs, weโll need to verify some of your information.โ
โFor security purposes I need to verify your identity before we continue. Could you tell me your [requested information]?โ
โI can certainly help you with that. I will need some details from you first. What is your [requested information]?โ
Verifying your understanding
โIf I understand you correctlyโฆโ
โLet me check that I have this rightโฆโ
โLet me see if I have this correct, you want me toโฆโ
โSo you are saying thatโฆ Is that correct?โ
Putting on hold
In the queue
โWe are very sorry, but all our agents are engaged right now. If you can hold for a few minutes, weโll reach out to you as soon as possible.โ
โWe apologize, but all of our agents are currently assisting other customers. Please hold a little bit for the next available agent.โ
โThere are currently [number] customers ahead of you in line. Please hold for a couple of minutes, weโll respond as soon as weโre able.โ
โAn agent should be free to assist you very shortly, there are currently [number] customers in line. Please hold for a few more minutes.โ
In the middle of a chat session
โPlease hold on for one moment while Iโm checking your account.โ
โIt will just take a moment to go through the details. Can I put you on hold?โ
โI am not sure, but let me find out for you. Can I please put you on hold for a moment?โ
โWould you mind holding on for a few minutes while I am checking this with our manager?โ
โIโm sorry, I donโt have the information on that. May I put you on hold for a few minutes? I will clarify this with our manager.โ
โIf youโre comfortable holding for just a moment, weโll review your information and have an answer for you shortly.โ
โPlease hold for a moment while I am transferring you to [AGENT NAME], weโll be with you in just a moment!โ
โ[CUSTOMER NAME], I will need to put you on hold for a few minutes to [do whatever needs to be done]. Would that be ok with you or would you prefer I call/email you back with the details?โ
Resuming a chat session
โThank you very much for holding, and sorry about that wait!โ
โThanks for holding! We apologize about that wait and are ready to assist you now.โ
โIโm sorry to keep you waiting. Hereโs what needs to be done to fix your issue.โ
โThank you for holding and sorry for letting you wait, let me explain now your further steps.โ
Transferring a chat
โI apologize for the confusion, but this department isnโt equipped to handle that kind of inquiry. Would it be alright if I transferred you to the right department?โ
โIโm sorry, this question would be out of my expertise, but [AGENT NAME] from the tech support department will be able to help you. Would you like me to connect you with him?โ
โBased on the information youโve provided, I believe [AGENT NAME] will be able to best meet your needs. Is it okay with you if I transfer you to [AGENT NAME]?โ
โ[CUSTOMER NAME], I am going to connect you with [AGENT NAME] from the shipping department. He will be able to help you with your issue.โ โ[CUSTOMER NAME], let me transfer you to the marketing and sales department. [AGENT NAME] will be able to answer your question.โ
โUnfortunately, Iโm afraid I wonโt be able to help. However, [AGENT NAME] specializes in this type of requests and would be happy to speak with you. Let me transfer you to him right away.โ
โI will ask [AGENT NAME] to join this conversation now. He works in (department name) so he is the best person to talk with about [customerโs issue].โ
โI am going to transfer you to [AGENT NAME] from the technical team, he can walk you through the installation process and answer all of your questions. Is that okay with you?โ
Handling complaints
Apologizing for an issue
โWeโre sorry about [customerโs issue]. Let me have a word with my manager to find out how we can fix this for you.โ
โIโm so sorry you are having this problem. Letโs see if there is anything we can do to help the situation.โ
โI understand your frustration and Iโm really sorry about that. Tell me what happened, and I will do my best to help you.โ
โIโm deeply sorry about [customerโs issue]. Let me speak with my supervisor to see how we can correct this for you.โ
โI can understand how you feel and I am sorry about what happened. Let me take care of this for you right away.โ
โIโm sorry about your poor experience with your purchase. Letโs see what we can do to make things right.โ
Unable to meet a request
โIโm very sorry, but fulfilling that request isnโt possible at this time. Let me check and see what else I can do for you.โ
โIโm really sorry, we cannot lower the price for this item any further, but we have a similar product which is priced cheaper because โฆ Would you be interested to take a look at it?โ
โIโm sorry, we donโt have this feature at the moment. We do intend to add it with the next release and we can notify you when it has been done. Would you like to receive an email update?โ
โI apologize but what youโre asking is beyond the scope of what we can do. Hereโs what I can do instead: โฆโ
โIโm sorry, but at this time weโre unable to meet that request. May I suggest [solution] as an alternative?โ
โI understand it must be frustrating, but an issue like that can only be handled in person at one of our locations. The nearest store to you is [location]. Iโm sorry about the inconvenience.โ
Wrapping up a chat
Thanking a customer
โThank you so much for using [COMPANY] chat service. We hope to hear from you soon! Have a good day.โ
โThank you for visiting our website. Hope to see you once again. Good day.โ
โThanks for stopping by, we hope to hear from you again!โ
โWe appreciate your business and hope to hear from you soon! Thanks for chatting.โ
โGlad I could help! Wish you a good day and thanks for calling our chat support.โ
โNo worries! Glad we managed to sort it out. Have a good day!โ
โIf any other questions arise, please feel free to contact us at any time. Thanks so much for calling. Good bye.โ
โThanks for using our 24-hour help service, and please feel free to contact us again if you need any further assistance. Goodbye!โ
โShould you have any further questions, please feel free to contact us at any time. Thank you for chatting with us and have a great day.โ
โThank you for using our live chat service. I am now closing this chat. If you have any more issues, please donโt hesitate to let us know. Have a great day!โ
When a visitor is unresponsive
โ[CUSTOMER NAME], it seems that youโre no longer responding. I will have to close the chat for now. If you still need my help, you can request a chat again. Thanks for stopping by.โ
โItโs been a while since your last response. I will have to close our chat now. If you need any further assistance, weโre at your service 24/7. Have a good day!โ
โAs it seems like youโre no longer responding, Iโll end this chat session. If you still need any help, feel free to reach out and request a new session. Thanks for calling our chat line.โ
โ[CUSTOMER NAME], I am closing this chat now as itโs been over 10 minutes since your last response. If you have any more problems, please feel free to let us know. Have a good day!โ
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Frequently asked questions
What are the benefits of live chat scripts?
Live Chat scripts have many benefits. The live chat scripts enable your agents to respond faster, maintain the right tone of language. Moreover, they improve customer satisfaction and increase conversions.
Why should you use live chat?
Numerous researches have proven that live chat has become and remains the most popular digital customer communication channel. Live chat for website users know that it is one of the most flexible tools you can use on your website for a variety of purposes โ from customer support to proactive sales and marketing.
How to take responsibility for a mistake?
Asking for forgiveness is a simple way to take responsibility for a mistake. Plus, itโs the best way to gain the trust of your customers. They will appreciate your honesty and will be more likely to do business with you again.
Free live chat software for your website
Live chat software is becoming increasingly popular among businesses as it allows for direct communication with customers in real-time. Free live chat tools are available, which can be integrated into a website and offer benefits such as personalized customer experiences and better brand interactions. Using live chat can strengthen the link between a site and its visitors because it allows companies to capture and strengthen a customer's interest in the offered products or services. Advantages of live chat include following future trends, faster responses, availability 24/7, personalization, and a streamlined sales process.
LiveAgent offers automatic chat distribution to improve agent efficiency. There are multiple routing options, including random assignment and prioritizing agents with previous communication. Other features include chat history, proactive invitations, and online visitor information. Businesses can try LiveAgent for free with its 14-day trial.
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