7 Live Chat Agent Script Examples to Get You Started

Chat support helps businesses by improving a customer’s experience. When used correctly, incorporating live chat into your website and other platforms can also help you generate highly qualified leads and increase conversions. Use our recommended script to help your customer service team excel in chat support.

Greeting Visitors

When greeting visitors, first impressions always last. Whether it’s via phone or chat, make sure you sound welcoming and a little upbeat (but not too energetic). Try not to sound aggressive, or the customer might think you’re selling something. 

General greeting examples:

“Hello or Hi! Thank you for calling *name of company*. How may I help you, or how may I assist you today?”

“Good morning or good afternoon! You’re calling *the name of company*. How can I help you today?”

For outbound calls:

“Good morning, this is *your name* from *company name*. I’m reaching out regarding *the reason for the chat*. May I speak to you?”

“Hi, this is *your name* calling from *company name*. I’m excited to call about our *reason for calling*. Are you available to talk for a few minutes?”

Don’t be discouraged if your customers end the chat. Never take it personally. If they close the chat, move on to the next. 

When the call got disconnected and you called back:

“Hi, is this *name of customer*? This is *your name* from *company name* again. Apologies if we got disconnected. *state the reason for your call and try to be conversational*.”

“Hi, *customer name*. This is *your name*. I’m sorry about earlier. I’m reaching out to assist you with your concern. How can I help you?”

If the chat is recorded for QA purposes, politely tell your customer this:

“Before we proceed, I would like to let you know that this chat may be recorded for QA or training purposes. Would this be alright with you?”

“I want to inform you that this chat may be recorded. Rest assured; it will only be used for training or QA purposes. Should we proceed?”

Tough Conversations

When working in chat support or customer service, dealing with tough conversations or difficult customers is normal. Some customers may be really annoyed or angry, and this is okay. Just keep your calm. Use the script below in handling difficult conversations with customers or potential clients. 

Handling angry customers:

“I really apologize about your experience with *mention your product or service*. Let me see what I can do to alleviate the problem. “

“I know where you’re coming from. It can be really frustrating to experience what you went through. Again, I am really sorry. Rest assured; we are doing everything we can to resolve the issue.”

“I am sorry to hear that our *mention product or service* isn’t what you were expecting. May I ask what your other issues are about our *mention product or service*? Let me see what I can do to make it up to you.”

Script for saying no to a customer:

“I am sorry, but we will not be able to accommodate your request. I hope you understand. May I ask if you will be interested in *offer something more valuable to the customer*?”

“As much as we still want to give that discount, I apologize, but we no longer offer this. I can, however, offer you something else. Would you like to hear about it?”

“I am sorry *name of customer*, but we are currently not offering this service or feature. Perhaps in the future, we would. Don’t worry; we will let you know should we decide to offer this sometime in the future.”

What to do when you’re uncertain about something:

“I apologize, but I don’t have that information at the moment. May I put you on hold for a couple of minutes? – Note: Never put your customer on hold for several minutes. If you still don’t have the information, get back to your customer and politely tell him or her you need more time. 

“I am not sure about that, but I can check it for you. May I place you on hold for a few minutes?”

After putting them on hold:

“Thank you for patiently waiting, *name of customer*. Here is what I found out. Is there anything else I can help you with?”

“Hi, *name of customer*, thank you for waiting. I’m happy to let you know that *state reason*. Did this answer your question?”

Transferring a Conversation

Sometimes, a customer needs to be transferred to another department. For example, if you’re in customer service and the customer needs help with troubleshooting, you’ll need to transfer them to technical support. Use the script below:

When you need to transfer the chat:

“Hi, *name of customer*, I am sorry, but you contacted the wrong department. Don’t worry; I can transfer you to the best person to help you with your issue. May I put you on hold for a couple of minutes?”

“I am sorry, but I don’t have the information about your issue. What I can do is transfer you to the right department. Do you mind being put on hold for a couple of minutes?”

“Hello, you are reaching out to *your department*. Please hold while I transfer you to the right agent.”

“I apologize for the confusion, but this isn’t technical support. Let me put you on hold so I can transfer you to the right department.”

If you need to transfer to another agent:

“Yes, I am happy to transfer you to *name of agent*. May I place you on hold?”

“I am sorry, but *name of agent* isn’t available at the moment. Do you have a message for him?”

“Yes, *name of agent* is available, but I will need to transfer you to him or her. May I place you on hold?”

“Before transferring a customer to another agent or department, please make sure the agent is also available. You don’t need to transfer if you have the resources needed to resolve the issue.”

If the customer is irate and doesn’t want to be transferred, go the extra mile to resolve the problem. Otherwise, consider transferring the call to your supervisor or manager, if available. 

Selling a Product/Service

Creating urgency is important when selling a product or service. However, try not to sound too salesy, or the customer might give you a hard refusal. As much as possible, talk about the benefits of the product or service. Share pictures or videos to compel a customer to purchase. If possible, consider giving out a customer discount. When a customer says he will think about it, create urgency by telling them they can get the discount when they purchase right away. 

Below are a few scripts you can use when selling a product or service:

“Hi, I’m reaching out to let you know we’re offering a discount on our selected products. Would you like to hear about it?”

“Hi, this is *your name* from *name of company*. We can see that you have recently viewed our products. I am happy to let you know that they are currently on sale. I can email you more information about it. Feel free to click the link to see a list of products on sale today. “

“Hi, this is *your name* from *name of company*. I’m reaching out because you purchased *name of product* *mention when the customer purchased the product*. I want to let you know that we are offering a limited discount on our products or services. Would you like me to send you an email about it?”

“When a customer refuses to purchase, try not to dismiss the chat right away. You might be allowed to offer an additional discount or a freebie should they decide to purchase on that day.”

Selling via chat is a numbers game. The more customers you reach out to, the more likely you are to find a customer ready to purchase. Just make sure you’re aware of the benefits the products or the service has to offer. 

You can ask if it’s okay to email them about your promotions and if you can make a follow-up call or chat. Leave your contact information in case they decide to purchase at a later time. 

Capturing a Lead

If the customer is likely to purchase a product or service in the near future, take time to get their email address or phone number. Use the script below:

“Hi *customer name*, thank you for reaching out to us. I will need your contact information so we can get back to you regarding your issue. What is your email address and phone number? When is the best time to contact you?”

“Thank you for contacting us. We are offering a free *mention a freebie*. Would you be interested? May I have your email address so we can send you more information about this?”

“We would like to discuss the issue with you further. May we ask for your phone number so our associate can call you at your convenient time? When are you available?”

Asking for More Information

You may need to verify or get more information from the customers to resolve a problem. Use the script below:

“To help you with your concern, I would need some information to verify your identity. May I ask for the order number and your complete name? When did you purchase the product or service?”

“May I ask for your current address and your complete name? We would need this to access your account.”

“What phone number is associated with your account? I will be sending you a 4-digit pin to this phone number. May I ask if you have access to it right now?”

“Before you proceed, do you mind verifying your account information? Please keep in mind this chat may be recorded for QA purposes.” 

“Thank you for contacting *name of customer*. To clarify, your issue is *mention customer issue*. Is this correct?”

“Hi *name of customer*. Thank you for reaching out to us. I would like to verify some personal information before we proceed. Is this okay with you?”

Asking for Feedback

Customer feedback can help you improve your product or service. In some cases, it also helps the business improve its processes or how they handle customer complaints. If you want to get feedback or comments from the customer, use the script below:

“We are happy that our customer team has resolved your problem. Do you mind taking a few minutes of your time to share your feedback?”

“We at *name of company* are glad you’re happy with our product or service. Please, if there is anything else we can improve on, let us know. We have prepared a short feedback form you can fill out. Do you mind taking a minute of your time to complete the survey?”

“Thank you for contacting *name of company*. We appreciate your business. Do you have a minute to fill out a short survey?”

“Our goal at *name of company* is to offer high-quality products or services and ensure all customer feedback is taken into account. Do you mind sharing yours? It will only take a minute of your time to answer a short survey.”

Contact ApexChat

Customers are likely to trust a brand that engages with their clients. You can improve engagement by incorporating live chat into your website or social media platforms. This is where ApexChat comes in. You can integrate our tool into your Google Business Profile, website, Facebook and other 3rd party apps. Please don’t hesitate to get in touch with us to request a demo. Or contact us today if you have further questions.