There are obvious advantages to using scripts as impression that you’re treating that customer as

a support team. It may be self-explanatory, but an individual.

let’s go through some of them to illustrate:
Here are a few greeting chat scripts to start with:
 They make you significantly faster.
 They’re a great way to capture and retain 1. Hello, [Customer Name]! Thank you for
knowledge. contacting [Business Name]. How can I
 They can serve as a training guide for help?
agents, helping them hit the right tone 2. Hey there! We appreciate you using
and style of communication. [Service Name]. We’re happy to help you
 They provide a fall-back option for with any questions you have.
agents, especially in high-stress 3. Hi, [Customer Name]! Thanks for
situations. reaching out. Give me just a moment to
read your message and I’ll do my best to
The problems begin when scripts are used too help.
liberally. 29% of consumers find scripted, 4. Welcome back, [Customer Name]! It’s
impersonal responses the most frustrating of great to see you again. How can I assist
responses, and 38% of businesses agree that you today?
their users hate overly scripted responses. 5. Hi, [Customer Name]! Welcome back to
[Business Name]. Did you manage to
42 expert customer service scenario scripts resolve [the previous issue]?
for live chat support
Scripts to ask for more info
Below we’ve included scripts for all kinds of
common customer support scenarios. These Some issues, especially if they’re technically
categories include: complex, need a lot of back-and-forth before you
can pinpoint a cause and solution. When you’re a
 Personalized greetings customer contacting support, that back-and-
 Asking for more info forth can feel like a hurdle to overcome. This is
 Active listening especially true if you need to confirm someone’s
 Handling difficult situations identity and ask them for information that’s hard
 Transferring or putting on hold to find.
 Closing the conversation
That’s why how you ask makes all the difference.
While you can copy-and-paste these scripts to Here are some ways to phrase it that can make it
start using them immediately, make sure that feel easier:
they reflect your brand’s voice and tone first. If
not, tweak the voice where needed and you’ll be 1. Sorry, you ran into trouble! I need just a
ready to go. little more info before I can look into this
for you, and then we’ll get it sorted. Can
Customer service greeting scripts you send us [this]?
2. I’m happy to help! I’ll get right to it, but I
You might have heard the saying, “You never get need some more info from you.
a second chance to make a first impression.” 3. Can you confirm your account number for
me? You can find it [by going to your
We know instinctively that first impressions profile settings].
matter. 4. Thanks for explaining the issue in so
much detail! I’d like to look up the
In the context of business, they can make or previous case you opened with us. Could
break an opportunity. In the context of support, you let me know which email you sent it
they can influence the customer’s overall from?
satisfaction with your service. Taking the time 5. Sure, I think I understand what you need.
to personalize your greeting gives the Do you mind walking me through how
you’ve tried to solve this?
 6. Great, I can help you out with that. What I  You have to stay composed and
need from you is [this extra information]. professional.
 Demonstrating active listening and
Scripts for active listening empathy (which we’ve already covered)
can help calm the customer down.
Did you know that 96% of consumers say  Apologizing and taking
empathy is essential in a customer support responsibility often go a long way.
interaction? That isn’t the most surprising  After apologizing, you need to present a
statistic out there, but it highlights just how solution or an explanation clearly and
much of a difference empathy makes. concisely.
 If possible, involve the customer in
Demonstrating active listening and making solving the problem as well, so they feel a
your customer feel heard might be the second sense of ownership and empowerment
most important part of providing support— too.
second only to solving the actual problem.
Scripts can be incredibly helpful for these
Active listening is particularly important if situations because they make it much easier to
there’s a communication barrier you’re trying to stay calm.
overcome. Here are some ways to start:
1. That sounds like a frustrating problem, I
1. Let me just make sure I understand you hear you. I can recommend [these
right. You’d like to [rephrase the alternative solutions]. Would you be up
customer’s question]. Is that accurate? for trying that out?
2. If my understanding is correct, you’re 2. Sorry you ran into such a persistent issue.
looking for a way to [do this]? I’m looking into this right now and will
3. Sorry to hear you ran into that issue. The get back to you as soon as possible.
good news is: We can fix it! Here’s how. 3. I’m so sorry you experienced that. We
4. Let me check that I have this right. You strive to provide a much better
need help with [restated problem], experience than what you’ve had today.
correct? I’m going to discuss your feedback with
5. I can totally understand how frustrating my supervisor and see what I can do to
that was. Would you mind waiting a help.
couple of minutes while I look into that 4. I completely understand. Let me look into
for you? this with my team and see what we can
6. I hear you, and I’m sorry to hear that do here.
didn’t work as expected. Give me a 5. I’m afraid [the offer] is no longer
second to look into it on my end and see available. What I can offer you instead is
what I can do. [this].
7. It looks like I can’t reproduce this on my 6. I hear your frustration and understand
end. Would you mind sending me [a where you’re coming from, [Customer
screenshot or video] so I can make sure Name]. Let me try to fix this for you.
I’m looking in the right place? 7. I can see why you’d like to do that. We
8. Ah, I understand what you’re trying to do. don’t offer this feature right now
We don’t offer this as a current feature [because of this reason]. Our Product
but I do have a workaround. You can [do team has heard this request before, and
this instead]. I’ve added your insights as well.
Hopefully we can provide a better
Scripts for difficult situations solution in future.
8. Thank you so much for your patience.
Your support agents will inevitably encounter Sorry, you’ve had to wait! I’ll look into
high-stress situations that they have to defuse. this right away.
There are several keys to tackling difficult
situations with customers:
 customers a day, but each customer contacts you
only once (hopefully!):
Scripts to transfer or put a customer on hold
1. Thanks for reaching out to us today!
Transferring a customer to someone else We’re always happy to hear from you if
shouldn’t be that risky, right? you have any other questions or
feedback.
And yet, 72% of customers with bad support 2. Thanks for visiting our website! We hope
experiences cite having to explain their problem you enjoy [product] from here on out.
to multiple people as the top reason. Have a great day!
3. I’m glad I could help today! Thanks for
Here are some easy live chat examples to avoid chatting with us and have a good one.
that: 4. Glad we managed to sort that out! Enjoy
the rest of your day.
1. Thanks for reaching out! I’ll connect you 5. Great! Feel free to contact us again any
with my colleague, [name], who’s the best time you need more help.
person to help you out. Would you mind 6. There’ll be a brief feedback survey after I
waiting a couple of minutes while I close the chat. I’d really appreciate you
explain the situation? taking the time to fill it out.
2. Thanks for explaining that to me! I 7. We’re always happy to help! If you could
understand what you’d like to do, so I’ll take a second to fill out our feedback
transfer you to my colleague, who works survey, I’d be very grateful.
in a dedicated team for requests like
yours. I’ll put you on hold for just a
moment while I let them know what
you’re looking for.
3. Sorry about that and thanks for waiting!
I’m here to help now.
4. I’m going to have to send you over to my
colleague, who can help you out. Thanks
for your patience!
5. Alright, I understand. I’ll have to look into
this. Would you mind waiting for a couple
of minutes? I’ll get back to you as soon as
I can.
6. Please hold on for a moment while I
check your account. It won’t take long.
7. That’s a great question. I’ll need to look
into it. Would you rather wait on hold for
a few minutes or would you prefer I send
you an email instead?
8. Sorry about the wait! It looks like all
agents on that team are currently busy.
We estimate that someone will be free in
[5 minutes]. Are you okay to wait or
would you prefer we follow up via email?

Scripts to close the conversation

Last but not least, we’ve got these live chat

response examples to help you wrap up chat
customer service conversations on a positive
note. Closing a conversation can feel
repetitive for an agent who talks to multiple