120+ Ready-to-Use Live Chat

Scripts for Both Sales and

Customer Service
Theres no two ways about it: good customer service is hard work. It can be hard to strike a balance
between helpfulness and eciency when you have so many customers to assist.

But improving chat services doesnt have to be dicult. Like how creating a great soup starts with a
homemade stock, you need a quality base to deliver the kind of customer service that has people
coming back for more.

Luckily for you, weve created 120+ ready-to-use scripts for 8 most common live chat scenarios, all
from scratch. Training your live chat team to use the scripts will help you provide consistent and profes-
sional services in an ecient manner.

Greetings
How you say hello makes a world of dierence. Starting on the right foot with a customer sets the stage
for a positive chat, but a curt or unenthused greeting can put a client on edge. We all know the power
of a great rst impression, so use the scripts below to treat each new chat greeting like a real-life intro-
duction.

General greeting

Hello! Welcome to *businesses name*, and thank you for visiting our site. How can we help
you today?

Hello, and thank you for using *businesses name*s live chat service. Is there something in
particular we can help you with?

Good morning/afternoon/evening, and thank you for contacting our chat line. How are you
doing today? May I ask why you contacted our chat service today?

Good afternoon! How may we assist you today?

Greeting for repeat visitors

Hello, and welcome back to *business name*s site. Were you having more problems with
*previous issue*?

Hello again *name*! Welcome back to our site. What can we do for you today?

Welcome back *name*! Its great to see you again. Did you want to pick up where you left o?

1
Explanation that chat may be monitored or recorded
I wanted to mention that this chat may be recorded for quality assurance.

We want to let you know that this chat may be recorded and used for training purposes.

I wanted to let you know that this chat will be recorded for quality assurance purposes and for
further follow-up if needed.

Apologizing/Unable to Meet Request

It can be hard to say noafter all, your job is to help a customer and to be as positive as you possibly
can, right? Unfortunately, there are times when a customers request is not in line with what your com-
panys vision.

If trying to gure out the right words to deny a customers request has you scratching your head, heres
a little known secret: dont use the word no. It may sound tricky, but weve provided you with quality
alternatives to soften the blow.

Apologizing for issue

We understand how you feel, were very sorry. Were going to take care of this for you right
now.

Were deeply sorry about *Issue*. Let me speak with my supervisor to see how we can correct
this for you.

Unable to meet request

We apologize, but at this time were unable to meet that request.

Were very sorry, but fullling that request isnt possible at this time. Let me check and see
what I can do for you.

We apologize, but we do not currently oer shipping to that region.

Were very sorry, but our current setup does not allow us to ship overseas at this time.

2
 We apologize for the inconvenience, but our shipping options are limited at this time.

We apologize, but fullling that request wouldnt be fair to our other customers.

Oering to provide solution

May I suggest *solution* as an alternative?

To best meet your needs, I would recommend the following

I feel that the best way to solve your issue would be *solution*

Providing additional contact information

I understand how you feelwould you like to speak with a supervisor who would be able to
better meet your needs?

I would need to get approval from my manager for that requestmay I transfer you to their
line?

Would you like me to refer you to my supervisor?

I may need to check with my manager to accommodate that request.

If you would prefer, you may contact our phone support line at *number*

Our customer service phone number is *number*

If youd rather speak with an agent directly, you can reach us at *number*

You may need to visit one of our in-store locations to accommodate that request. Would you
like us to nd the nearest location to you?

Were sorry, but an issue like that can only be handled at one of our locations. The nearest
store to you is *location*

3
Transfer
Things can get messy when you dont have the information a customer needs on hand. Getting a
customer to the right representative is crucial, but so is getting them there without any hiccups. Use
the following transitions to smoothly deliver a customer to the appropriate team member.

Suggesting transfer
Im sorry for the confusion, but this department doesnt have information on that topic. Would
it be alright if I transferred you to the correct department?

I apologize for the miscommunication, but this department isnt equipped to handle that kind
of inquiry. Would it be alright if I transferred you to the correct department?

Based on the information youve 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*?

Unfortunately, Im afraid I dont have the ability to accommodate your request. However,
*agent name* specializes in this type of situation and would be happy to speak with you. Is it
okay with you if I transfer you to *agent name*?

Transferring
Please hold on for one moment while I transfer you.

Im transferring you right now; well be back with you in just a moment!

*Agent name* is available to speak with you; may I put you on hold for a moment while they
review your information?

Im very sorry, but Ill need to transfer you to another agent to get your problem resolved. Will
you hold for a moment while I contact *agent name*?

I apologize, but *agent name* is the one who will be able to best handle your issue. Please
hold for a moment while I contact their line.

4
Customer requesting to speak with another agent
Yes, *agent name* is available if you would prefer to speak with them.

Of course, I can transfer you to *agent name* if you would prefer.

Im sorry, but *agent name* is currently unavailable. Would you like to leave them a message?

Putting Customer on Hold

Nobody likes being on hold, period. But as a customer support agent, you know that there are times
when this is unavoidable, and putting someone on hold is crucial to delivering a quality solution.
Handle your customer with grace and reassure them that they wont be abandoned, and youll earn
quite a few points in their book.

In the middle of chatting

Is it okay for me to put you on hold for just a moment?

It may take us a moment to review that informationmay we put you on hold?

If youre comfortable holding for just a moment, well review your information and have an
answer for you very shortly.

In the queue
We apologize, but all of our agents are currently assisting other customers. Please hold for the
next available agent.

Were sorry, but all of our agents are on the line with other customers at the moment. If you
can hold for a couple minutes, well contact you as soon as were able.

There are currently *estimate* customers ahead of you in line. Please hold for the next avail-
able agent.

5
 We expect that an agent will be available to help you shortly, there are currently *estimate*
customers in line.

An agent should be free to assist you very shortly. (your place in the queue: *estimate*)

Thanks for waiting

Thank you very much for holding, and sorry about that wait!

Thanks for holding! We do apologize about that wait, but were ready to assist you.

We thank you for holding and apologize about the wait.

Asking for Additional Information

Collecting information is crucial to getting your work done and optimizing sales. But for an anxious
customer, it could conjure up visions of an unethical agent running up their credit card on a faraway
tropical island.

The key to asking for personal information is to establish trust. Handle your information requests
seamlessly with the following scripts, and customers will know theyre in good hands.

Asking for general information

If its okay with you, well need to collect a little bit of additional information before we
proceed.

To meet your needs, well need to verify some of your information.

May I ask for some more information before we continue?

Asking for credit card/billing information

To process your order, Ill need your full 16-digit credit card number, expiration date, and secu-
rity code.

6
 May have your current billing address?

To place your order, Ill need either a credit or debit card.

Asking for verication of address/location

Before we proceed, may I ask you to verify your current home address?

And what is the listed zip code of your current account?

Asking for account number/date of birth/last four of SSN

May I have your account number listed on your bill?

If you give me your account number I can begin looking up your information.

If you would verify your date of birth for me, we can begin looking up your account informa-
tion.

Ill need either your date of birth or the last four digits of your social security number to
proceed.

Requesting Screen Sharing

Sometimes requesting a screen share is the best way to assist a customer. Unfortunately, its similar to
stepping inside someones living rooma customers computer is a private space that may not be
ready for visitors. But like a plumber or electrician, you need access a clients personal space in order
to x his problem. Be patient with customers, and use the following scripts to earn their trust.

We may need to use screen sharing to diagnose your issue. Is it okay for us to remotely access
your computer?

Were having a little trouble diagnosing your issue based on the information providedis it
okay for us to remotely access your computer to gure out whats going on?

7
 We arent able to solve this issue without some more information. It would be a great help to
us if we could remotely access your computer. Is that okay?

Proactive Sales Chat

Reaching out to a customer proactively is a waste if you dont have the right words. Like a sales associ-
ate in a department store, you want to strike a balance between helpfulness and respect. Whether
youre oering general assistance or pointing them in the direction of specic sales, you want to bring
the most value to the forefront of your service. Try out the following lines when aiding visitors down
the road to loyal customers.

Reviewing options
I understand; so many options can be confusing. May I provide assistance in helping you
decide?

We know that making a choice here can be dicult. We can review your options again if youd
like!

If youd like to wait, we can save your information for you and give you some time to think
about it.

Excellent choice! Were positive that youll be satised.

Very good choice. Were condent that youll be happy with that option.

Recognizing when customer needs help

It looks like youre visiting quite a few pages without making a purchase! Can we help you nd
anything?

Its been a while since youve contacted us! Feel free to let us know if you need any help during
your order.

Its been a while since youve last checked your shopping cartare you ready to check-out, or
can we help you browse our selection?

8
Unresponsive customer
Hello! It looks like youve been inactive for a while. Can we help you nd anything?

Youve havent moved for a whilelost in thought? Or do you need help locating something?

Hey there! It seems like youve been inactive for a few minutes. Did you need help navigating
our site?

It appears that youve been inactive for a few minutes now. Please feel free to use our live chat
service if you have any questions.

Advertising sales
Hello! Before you begin shopping, we wanted to let you know that *promotion* is currently
going on through the end of the month.

Hello! Right now were oering a discount on *promotion* if youre interested in taking advan-
tage of that deal.

Before you check-out, you should know that were currently oering *promotion*. Would you
like to take advantage of this limited-time oer?

Hey, we just wanted to let you know that *promotion* is on sale right now, if you felt like
saving a few dollars today.

We do apologize, but the time limit on that promotion has expired. The deals were currently
oering include *promotion*.

Were sorry, but that deal is no longer available. If youd like, I can list the other specials we
currently have going on right now.

Recommending items frequently purchased together

It looks like youre purchasing *product*! Could we interest you in *product* as well? They
complement each other nicely.

9
 Since youre purchasing *product*, wed recommend *product* as well. Customers in the past
have found that purchasing these items together made their lives easier.

Warning that components of items purchased together may be

incompatible
Uh-oh! It looks like youre purchasing *product* with an incompatible *accessory*. These
products will not be able to be used together. Would you still like to proceed?

It looks like youre trying to purchase *product* with *accessory*. These items are not com-
patible; would you like to return to the store to see if we have a compatible *accessory* in
stock?

As *product* isnt compatible with *accessory*, may we suggest this *product* as an alterna-
tive?

Purchasing/Shipping Options
Are you done shopping? The current total of the items in your cart is *total*.

As of right now, your current balance is *total*.

Good news! Since your order is over *price*, you qualify for free shipping on all standard
ground deliveries.

Good news! Your order is over *price*, meaning that you qualify for our special *discount* o
of your order.

We oer several options for shipping, including USPS, FedEx, and overnight mail.

If youd like to hear all of your shipping options, we can list them for you.

Based on our estimation, you can expect to receive your order on *estimate*

While we cant oer an exact date, we expect your order to arrive on *estimate*

10
 While we cant oer an exact date, we expect your order to arrive on *estimate*

Our shipped items usually take *estimate* to be received.

Goodbye
Similarly to how you say hello, how you say goodbye is incredibly important. Fantastic service can be
completely upended if a customer walks away with a negative last impression. You want your customer
to log o not only satised with their service, but with the politeness of the agent they worked with.
Wind down the conversation with these choice scripts.

Thanking customers
Thank you for using our live chat service, and we hope to hear from you again! Goodbye!

Thanks for using our 24-hour help line, and please feel free to contact us again if you have any
more problems. Goodbye!

Thank you for using our live chat service. I am now closing this chat. If you have any more
issues, please dont hesitate to let us know. Have a great day!

Thank you for visiting! We hope to see you again!

Thanks for stopping by, we hope to hear from you again!

We appreciate your service and hope to hear from you soon!

Customers being unresponsive

Its been a while since your last response. Please respond within the next few minutes or this
chat will be ended.

Hello *name*, are you still there?

11
 Hello, it seems that you are away. 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.

Providing email address/contact info for further inquiries

If you have any further issues and would like to contact us directly, you can reach us at *email
address*

If any more problems come up and you cant access our chat line, please feel free to email us
at *email address* or call our customer service line at *phone number*.

If youd prefer, you can reach our customer service through *Facebook/Twitter/Social media*
or via SMS text message at *phone number*.

12
About Comm100
Comm100 is the global provider of live chat, email marketing and help desk software. With 100%
communication, 100% success as our motto, we are committed to making customer communication
simple and eective for you.

Comm100 Live Chat is an enterprise-grade live support solution that enables businesses or organiza-
tions to engage their website visitors in real time so as to improve conversions, sales and
customer satisfaction. Our clients include Farmers Insurance, Sears, Stanford University, Whirlpool,
and many more.

More Resources
To nd more resources about the live chat industry and more tips o n improving
customer service, you can:

Visit Comm100 ocial blog

Follow us on

Contact Us
TEL | (778) 785-0464
FAX | (888) 837-2011
E-Mail | [email protected]
Web | www.comm100.com

Suite 238 1027 Davie Street Vancouver, British Columbia V6E 4L2 Canada

Copyright 2016 Comm100. All Rights Reserved.

Comm100, Comm100 Live Chat, MaximumOn and other Comm100 brand or product names are trademarks of Comm100
Network Corporation in Canada and other countries. All other trademarks or registered trademarks are property of their
respective owners.
The information provided herein and opinions stated herein are not guaranteed or warranted to produce any particular
results, and may not be suitable for every individual.

13