Live chat responses, also called scripts, templates, or canned responses, are prewritten messages used to reply to common questions or scenarios. Customer-facing teams like support and sales often use them to communicate faster.
Effective live chat responses don’t just save time. They also provide consistency, improve customer satisfaction, and boost the likelihood of conversion.
Every business using live chat can benefit from creating a unique catalog of scripts for their customer-facing teams. The scripts your company needs will differ based on your industry, product offering, live chat use case, audience, and business goals.
Explore 103 scripts we've curated to assist you in handling common scenarios encountered in live chat. With just a few tweaks, you can customize these live chat templates so they work for your business.
Jump right to scripts for the following common scenarios:
From warm greetings to effective issue resolution, these live chat response examples ensure a seamless and personalized experience for every user.
A warm welcome goes a long way to start the conversation on a great foot. A quick reply on live chat can help meet customer expectations.
Sometimes, you’ll deal with multiple chats simultaneously and need extra time to respond. When you encounter this scenario, consider one of the following scripts to keep the first response time low, but buy yourself a little more time to manage multiple chats.
You may need to request information to confirm a customer’s identity, ask for more details about a scenario or ask for clarification. Here are some scripts to help you do just that.
When handling technical support via live chat, use one of the following customizable scripts to gather more information, request screenshots, or help troubleshoot.
Sales call scripts are particularly useful when customers ask questions about a product or request a demo. Here are some live chat responses to help you book those sales calls.
Upsells and cross-sells are proven revenue-boosting strategies. Live chat can be an excellent opportunity to suggest new products and sell more to customers. Here are a few upsell and cross-sell live chat examples to customize.
Don’t be afraid to send promotions to customers via live chat. It may convince them to complete a purchase instead of abandoning their online shopping cart.
Often, you’ll want to reach out proactively to customers without promoting a sale or discount. Check out several proactive live chat examples that don’t involve selling.
Creating canned responses to frequently asked questions saves your team time as they eliminate the need to type the same responses repeatedly. Many customers have questions about pricing, return policies, shipping information, cancellations, and service or product offerings.
Here are a handful of live chat FAQ response templates for inspiration.
Transferring conversations happens for many reasons, most commonly because agents must share with a different department or a more experienced representative. Here are a few live chat scripts to copy when transferring a conversation.
If you don’t offer 24/7/365 live chat coverage, you’ll likely need automated scripts to let customers know you won’t respond. These scripts should expressly state your live chat hours and when customers can expect a response. You can offer additional contact information or direct them to your FAQ page.
When providing customer support, you inevitably run into unhappy customers. In these scenarios, it’s important to remain empathetic and helpful. Consider using one of the following scripts to help mitigate the situation.
One of the best ways to understand customer satisfaction and team performance is to collect feedback after a live chat session. Use one of these live chat examples to request a survey, rating, or review.
You shouldn’t abruptly end a chat session when the issue is resolved. Take a moment to thank the customer for reaching out and clarify that you’re completing the chat session. Here are some live chat responses to help you positively end a conversation.
Let’s look at 12 dos and don'ts for live chat. We’ll start with what to avoid and end with five items to help you create effective templates and use live chat effectively.
Elevate the customer experience with live chat response examples that work. Use these live chat scripts to boost conversions, help customers, and reduce your support team’s response time.
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