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According to Forrester’s Raising the Bar report, 1 in 5 customers is willing to stop using a product or service for a slow response time via online chat. Using scripts, you can improve live chat response time, minimize typos, and respond to more messages. Maximize your live chat efficiency with these live chat scripts for every point of the conversation!
What is a live chat script?
Live chat scripts are prewritten conversation initiators used by customer support teams to offer quick and consistent solutions to frequently asked queries. Also known as canned responses or templates, live chat scripts are typically saved on the live chat platform and triggered using shortcuts. These outlined responses save time and increase customer support efficiency since scripts allow customer service representatives to respond quickly without having to repeatedly type out the same message.
Live chat canned replies can be written for various circumstances, such as addressing basic queries regarding a product or service, assisting customers with issues, guiding them to finalize their purchase, or pointing them to helpful information. Scripts can also be used to customize communications or to maintain a consistent tone throughout conversations. Utilize canned responses to help support staff manage more support solutions and deliver better overall customer service by improving response times and increasing sales.
When to use canned responses?
Canned responses can be used throughout a live chat conversation from the first initial ‘hello’ to the sign-off. To save time, support agents typically use live chat scripts for the following:
- Frequently asked questions: If a team receives many requests about the same issue, canned responses can be used to deliver quick and consistent solutions.
- Standard greetings and goodbyes: For a polite and professional tone, a scripted answer can be used to greet customers as they enter the chat and as a sign-off at the end of the conversation.
- Troubleshooting: If customers have similar technical issues, scripts can be used to give step-by-step introductions to assist them in resolving the problem.
- Pointing customers to additional resources: Customers can be directed to resources if they need more information or assistance. Scripts can be used to guide customers to the appropriate page, FAQ section, or tutorial.
- Managing multiple chats simultaneously: When support representatives handle multiple conversations simultaneously, canned responses can be a time-saving solution that reduces typos without sacrificing quality.
It’s important to note that while canned responses can save time, they should still be used thoughtfully and not relied on exclusively. Representatives should personalize replies and address each customer’s unique concerns to provide a top-tier customer experience.
Now, let’s get into the live chat scripts! Feel free to jump ahead to the section you need most. Or, read through them all to arm your agents with a robust collection of replies for different scenarios.
Greeting repeat customer scripts
Putting customers on hold scripts
Transferring customers scripts
Asking for more information scripts
Customers are unresponsive scripts
70 most popular live chat canned responses
General greeting scripts
Make a great first impression with a personalized response for everyone who contacts you via live chat!
- Hi! My name is [your name]. I’m here to help if you need anything.
- Good day! If you have any questions about [company name] and our [products/services], I’m here to help.
- Hi! Have any questions?
- Hey there! Thank you for the message. How can I help you today?
- Hello! How are you doing today? Let me know if there’s anything you need assistance with.
- Welcome to [company website]! We’re happy you’re here. Drop any questions, and I’m glad to help.
- Hi, I’m [name]! Feel free to ask me anything.
Greeting repeat customer scripts
For customers returning to your live chat service, show them they are valued and that you remember them.
- Nice to see you again, [customer name]! What can I help you with?
- Hello, and welcome back! Were you still having issues with [previous problem]?
- We’re so happy to see you again, [customer name]! What can I do for you today?
- Hello again! Can we pick up where we left off earlier?
- Welcome back! We’re glad you’re here. Let me know if I can help you add anything or if you need assistance.
In the queue scripts
One of live chat’s goals is immediacy. If you can’t respond to a customer right away, let them know an estimate of how long they’ll need to wait. It’s always a best practice to let them know you’ve received their message.
- Thank you for reaching out! Our next agent should be available in [estimated time]. We appreciate your patience!
- Hi there. Welcome to [company name]! We will get back to you as soon as possible. In the meantime, please check out our FAQ page/help center [link to FAQ page].
- Thank you for your message! One of our agents will be with you momentarily. You are in the queue. The current wait time is [estimated time].
- Sorry about the wait! All of our agents are assisting others at the moment. Feel free to leave the chat open, and a team member will reach out as soon as possible.
- We have received your message! One of our representatives will be with you as soon as possible.
Product page scripts
According to Moment CRM, adding a live chat to your website can increase your revenue by 20% on average. Product/service page canned responses boost your conversions and guide customers to purchase by answering any questions they may have.
- Would you like to know more about [product/service]?
- If you have any questions regarding [product/service], I am happy to provide information!
- If there is anything specific you’re looking for, I can point you in the right direction.
- Hi there! If you need help choosing [product/service], I’m here to help.
Pricing page scripts
If you offer different pricing options, customers may have questions about different pricing or benefits that come with other options. Add these scripts to your pricing page to help alleviate any confusion!
- Hello, would you like me to walk you through our pricing?
- Hi! Do you have any questions about pricing?
- Hey there! Can I answer any questions about our different pricing options?
Check out page scripts
Live chat at checkout helps to focus your efforts on increasing transactions. According to Baymard Institute, the average abandoned cart rate is under 70%. Take advantage of more sales with these easy-to-incorporate canned replies!
- Hi, can I assist you in finishing your order?
- Hello, would you like me to explain our current offer?
- Hey there! Do you have any questions about [product/service]?
Promo code scripts
Discounts help entice customers, especially if they’re still in the process of making the purchase decision. A promo code may be an opportunity to finalize the sale.
- Hey there! I just wanted to share that [product/service] has a discounted price. If you’d like to take advantage of it, follow this link [insert link].
- Hey there! If you purchase [product/service] today, you can use [coupon code] for a [discount]. Would you like to learn more?
- Use [code] to save extra with our [sale]. Take advantage while it lasts!
- Hi, you’ve just unlocked [discount]! Get it with the promo code [code] on this purchase.
- Hi! If you are interested, I can explain the discounted price of our [product/service].
- Hello! I am happy to share that we are offering a discount on our [product/service]. Would you like to take advantage of this limited-time offer?
Putting customers on hold scripts
Sometimes, you may need to put customers on hold. If this is the case, let them know, so they aren’t confused about a lack of response.
- This will take a brief moment. I will look into it and respond shortly.
- It may take a moment to find this information. Can I put you on a brief hold?
- Thank you for this information! I will put you on a brief hold while I check on something. I will get back to you shortly.
Transferring customers scripts
When in doubt, use these scripts to help ease the transition while transferring agents.
- Based on these details, I would like to transfer you to [agent name]. They are an expert when it comes to [issue]. Is it okay with you if I transfer you to them?
- I appreciate you explaining that to me! This question is better suited for the [department name] department. I’ll share with them what you’ve just explained to me. Do you mind waiting a moment?
- Thank you for the information! I will connect you with our [position and name of colleague], who can better answer this. Transferring your chat now…
Thank you for waiting scripts
As a best practice, always thank the customer for waiting. This shows them that you value their time and helps to minimize any frustration they may have around the wait.
- Sorry about the wait! We appreciate your patience.
- We apologize for keeping you waiting. I’m [agent name], and I’m here for whatever you need.
- Thank you for being so patient!
Asking for more information scripts
Use these live chat scripts as a guide to ask for more information.
- I’ll need some more information to verify your request.
- If you don’t mind, I’ll need to collect some more information before proceeding.
- To properly assist you, I will need the following information.
- Happy to help with this! I need a bit more information. Can you please provide [information needed]?
- To proceed, I will need your contact details. Please provide your [information needed].
- Do you mind confirming your [information needed] for me?
- Sure thing! Do you mind sharing [information needed]?
- I hear you! This information can be hard to find. Would you mind providing [information needed]?
Thanking customer scripts
Always thank the customer for reaching out to you. You can also insert the information you shared or the problem you resolved to recap the conversation on a positive note!
- Thank you so much for using our live chat service. We are happy to answer any additional questions you may have.
- Thank you for visiting our website. We hope to see you again soon!
- Thank you for reaching out! Please feel free to message us again if you need any further assistance. Have a great day!
- I am glad that we were able to resolve the issue. I am now closing this chat. If you have any more questions, please don’t hesitate to reach out. Goodbye!
Request feedback scripts
Asking for feedback shows customers that you value their opinions and are trying to offer the best experience possible.
- We’re so happy that we were able to assist you today. We always welcome feedback from our customers. Can you spare a minute to share your thoughts on your support experience?
- We’re so glad to have solved the problem. We value our customers’ feedback. Do you have a minute to fill out a quick survey for us?
- It was our pleasure to help you today. Please share your feedback in our survey to keep our customers happy.
Customers are unresponsive scripts
Customers may abandon the chat for any number of reasons. They may have resolved their problem, or they may have been distracted. A quick check-in can help avoid frustration before closing the chat.
- It’s been a while since your last response. Would you like to continue chatting?
- Hi [customer name], do you still need my help?
- Hi again! I haven’t heard back from you. Are you still there?
- I haven’t heard from you in a while. Do you have any other questions?
Apology scripts
Making mistakes is human. Including a genuine apology followed by steps to solve the problem is a must when there have been any issues.
- We apologize for this inconvenience. [Issue] is our top priority, and we will do our best to fix it. Please be patient while I look into some solutions.
- I hear you. I apologize for this inconvenience. I will talk to my team to see what else I can do for you.
- I’m so sorry about [issue]. Let me speak with my manager to find out how we can resolve this for you.
- I’m sorry that this hasn’t worked out as expected. Let me look into fixing this issue.
- I’m sorry for the trouble, but I have good news. Here’s how this problem can be fixed: [solution].
- I wish I could help, but we are unable to fulfill this request at the moment. Let me see what I can do.
- I apologize for not being able to complete your request at the moment. Let me check if there is anything else I can do to help.
- I’m very sorry that the [previous recommendation] didn’t work out as expected. Can you try [new suggestion]?
- I apologize, but I cannot help you with that at the moment. This request is beyond the scope of our support possibilities. Is there anything else I can assist you with?
Best live chat tips
We hope these live chat scripts have helped you save some time! Here are a few essential live chat best practices to keep in mind during conversations:
- If the chat transcript is recorded for quality assurance, mention that. To ensure we offer the best customer service experience possible, we record all our chat conversations and may review this session.
- An appropriate and well-placed emoji can add to the conversation. Don’t be afraid to add a smile, a wave, or a brand-related emoji.
- Live chat messages are meant to be quick. As a best practice, add a time frame for when customers can expect to hear back.
- If you don’t offer 24/7 support, set up an automated response for when your team is offline. Hello there! We are currently closed and unable to respond to your message. Please leave your name and email address, and we will get back to you within 24 hours.
For more, check out our other blog, live chat best practices.
Live chat support on demand
If your team has been struggling to keep up with live chat messages, if you’re looking to boost your conversions, or if you want to prioritize customer satisfaction, Influx support teams are here to help. We’re flexible and aim to develop long-term solutions while keeping costs low. Investing in customer support is always a smart move, and the results speak for themselves. Outsource your live chat with total management and training included. Get a quote!
