Download your free PDF version for future reference.
Providing quality, on-point customer service and solutions for your customers is crucial for the success of any online business. But when you have customers that are “waiting in line” to talk to you, you need to think fast and use all available resources to cut their waiting time to a minimum.
One of these resources is our comprehensive list of over 100 perfect customer service phrases that can be used in 8 different common live chat situations.
You can use these scripts for training new live chat agents or putting them through a live test to ensure your customers get only the best customer experience.
Greetings
Making a good first impression is half of the work done for a successful sale. Being polite and proactively reaching out to website visitors will show them that you care and that you are there to help should they need any assistance. Check out some of our tried and tested lines that are great conversation starters.
Select your language
General greeting
- Hi {Visitor Name}! Thank you for visiting our website! My name is {Agent Name} and I am here to help you.
- Hello! This is {Agent Name}. Don’t be afraid to ask any questions. I love them!
- Hello! This is {Agent Name}. How can I help you today?
- Hey {Visitor Name}! Thank you for chatting with me. This is {Agent Name} and I’m here to help you with anything you need.
Greeting repeated visitors
- Hey {Visitor Name}, thanks for coming back to {Website}. How may I help you?
- Hi {Visitor Name}, do you still need help with {Previous Issue}? How can I help?
- Welcome back, {Visitor Name}! What can I do for you today?
- Hey {Visitor Name}, happy to see you back here! How can I assist you today?
An explanation that chat may be monitored or recorded
- I want to let you know that we will keep a transcript of our live chat for quality assurance.
- I hope you won’t mind that I keep a transcript of our conversation. It will be used for training purposes and quality assurance.
- Heads up: we are recording all our chat conversations for QA purposes and making sure we provide the best customer service to our customers.
Apologizing
The customer always comes first and providing the best customer experience should always be your number one priority. However, there are times when you can’t meet your customer’s needs and you simply have to say No — but in a nice way. We give you a few alternatives that you can use to deny customer requests and still get the best CSAT.
Apologizing for an issue
- I am really sorry that you are experiencing {Issue}. Let me see how we can resolve it now.
- I completely understand your frustration and I apologize for the inconvenience. Let me look into it and fix it for you.
- We apologize for the inconvenience you are experiencing. I’ll look into it right now and get back to you with more details.
- We are deeply sorry about {Issue}. I will check with my supervisor right away, and see how we can solve this {Issue} for you. Thank you for your patience.
Unable to meet a request
- I apologize but we are unable to meet that request at the moment.
- I’m very sorry, but fulfilling that request isn’t possible at this time. Let me check and see what I can do for you.
- I apologize, but we are not shipping to that region.
- We’re very sorry, but our current setup does not allow us to ship overseas at this time.
Offering to provide a solution
- I think the best way to go about your {Issue} is to do the following…
- May I suggest you try {This} or {That}…
- I looked into your issue with {X} and here is the solution that would fix your problem.
- Have you thought about this {Alternative}?
Providing additional contact information
- I’m sorry, but an issue like that can only be handled at one of our locations. The nearest store to you is {Location}
- Would you like me to transfer you to talk directly with our manager?
- May I suggest you reach out to our support agent directly at {Number}?
- Would you like to leave me your contact information, so one of our customer success managers could reach out to you?
Transfer
Not knowing all the information by heart is okay. That’s why you have support from other team members and departments. Smoothly transferring a customer to an appropriate person/department to get their issue solved is the best possible solution. Use some of our suggestions below and make your customers happy.
Suggesting transfer
- I am sorry for the confusion, but I don’t have the answer to your questions. May I suggest transferring you to an appropriate department?
- I understand you have an issue with {Issue}, but I’m afraid we won’t be able to provide a solution. However, our {Department} has extensive experience when it comes to {Issue}, would you like me to transfer you to talk to them?
- Is it okay if I transfer you to our {Department}? They have a better understanding of the problem you are facing. I’m sorry for the inconvenience.
- I understand you have a problem with {Issue}. May I refer you to {Agent Name}? {He/She} is an expert when it comes to {Issue} and I’m sure {He/She} will be able to give you more details.
Transferring
- Please hold while I transfer you to {Department}.
- Please bear with us for a few moments, while I transfer you to {Agent Name}.
- Thank you for waiting. Let me transfer you to {Agent Name/Department}. They will be able to give you more information on {Issue}.
- I’m transferring you right now, please bear with us for one moment!
A customer requesting to speak with another agent
- Yes, {Agent Name} is available for chat if you prefer to speak with {Him/Her}.
- Sure, I can transfer you to chat with {Agent Name}. Please, hold.
- I’m sorry, {Agent Name} is currently unavailable. Would you like to wait? You can also leave a message and {He/She} will get back to you as soon as possible.
Putting Customer on Hold
Let’s face it – being on hold is no fun and games. When your customer has a problem, they want it fixed as soon as possible. But, sometimes that just isn’t the case. Reassure them that waiting for a couple of minutes will give you the ability to provide them with the most accurate answer or a solution to their problem.
In the middle of chatting
- Please hold for one moment while I review your information.
- May I put you on hold while I check the status of your order?
- Can you please hold for a moment while I review the information you have provided? I’ll be right with you.
- I will put you on hold for a moment while I review the information. I will get back to you with an answer shortly.
In the queue
- All of our agents are currently busy. Please hold for a moment and we’ll get back to you as soon as possible.
- There are {Number} of customers before you. Please hold for the next available agent.
- We apologize for waiting, but all of our agents are currently unavailable. Please bear with us and we will connect you with our next available agent as soon as possible.
- I’m sorry to keep you waiting. There are {Number} of clients before you. The next available agent will be with you shortly.
Thanks for waiting
- Thank you for your patience, I am so sorry to keep you waiting.
- I apologize for keeping you waiting. How may I assist you today?
- Thank you for waiting. What can I do for you today?
- So sorry to keep you waiting, I am ready to assist you.
Asking for Additional Information
Many people are very touchy when it comes to sharing their personal information — especially credit card numbers or their addresses. That’s why you need to build trust with your customers and make them see you as a legit and trustworthy person.
Prove to them that you will handle their information with the utmost discretion.
Asking for general information
- Can you please give me your {Information} so we can verify your account?
- To be able to proceed, I need to verify your information.
- Do you mind if I ask you for more information before we proceed?
Asking for credit card/billing information
- Can you please give me your credit card number so I can place this order for you?
- May I ask you for your billing address?
- I will need your credit card number and billing address to process your order.
- While I am filling your order, can you share your credit card number as well?
Asking for verification of address/location
- Before we proceed, I need to verify your home address.
- Can you provide your zip code?
- Let me check your order. Can you give me your address?
Asking for account number/date of birth/last four of SSN
- Can you please give me your account number so I can look up your information?
- To proceed with your request, I need to verify your identity. Can you provide me with the last four digits of your SSN?
- May I ask you for your birth date so I can verify your identity?
Proactive Sales Chat
If you have a chance to reach out to your customers before they even realize they need you, you can earn some extra points. It’s important to recognize when clients need help to make a choice between different products or if they are stuck in the buying process.
Use one of the following lines and show them that you are helpful but at the same time respectful.
Reviewing options
- May I provide you assistance with choosing {Product}?
- {Product} is an excellent choice! I am confident that you will be satisfied.
- I know that making a choice can be difficult. Do you need my assistance?
Recognizing when a customer needs help
- Hi {Name}, I noticed that you have been browsing our website for quite some time. Are you looking for something specific? Can I help you out?
- It’s been a while since you reviewed your shopping cart. Did you need any help with making a decision?
- I haven’t heard back from you from our last chat. Do you need my assistance in finding {Product}?
- Are you looking for a specific product? I can help you find it. Let me know.
Unresponsive customer
- There has been no activity from you — lost in thought? Or do you need help with finding something?
- Hey there! I noticed you have been inactive for some time. Do you need help with finding a specific product?
- Hey there, are you still there? Let me know how can I help you.
- Are you stuck? I can help you find what you are looking for 🙂
Advertising sales
- Heads up! We have a special {Promotion} for {Product}. Check it out before you make payment.
- I’m sorry but the deal on {Product} has expired. Here is an alternative that is on {Promotion/Sale}.
- Save up to {Value} today! We have {Product} on sale!
- Before you check out, I wanted to let you know that we have a special offer on {Product}. Check it out before the offer ends!
Recommending items frequently purchased together
- I see you that have added {Product} to your basket. Want to check out {Product}? They compliment each other nicely.
- May I recommend that you also check out {Product} as well? It is often bought together with {Product} in your shopping cart. They go together nicely.
- This product is a perfect match for {Product} you have in your shopping cart. Want to check it out?
- Since you are purchasing {Product}, mind if I recommend {Product}? These two are often bought together.
Warning that components of items purchased together may be incompatible
- Oops! Looks like {Product} and {Accessory} are not compatible. Would you still like to proceed?
- Look out! The products you are about to purchase are not compatible. Would you like me to recommend alternatives?
- Please review your shopping cart. It seems like you have chosen products that are not compatible. May I suggest {Accessory} that is an alternative that is compatible with {Product}?
- You are about to purchase a product and an accessory that are not compatible. Do you still wish to proceed to checkout?
Purchasing/shipping options
- Hey, great news! Your purchase total exceeds {Price} so delivery will be free of charge for you!
- Here is a list of our available shipping options. Let me know if you need more details or help with choosing the best option for your location.
- Delivery usually takes about {Day Estimate}. Is that okay?
- Your current cart balance is {Price}. Do you want to proceed to checkout or would you want to add more products?
- We accept {Card Brands}.
Goodbye
Goodbyes are equally as important as Hellos. Now that you have been chatting with a customer for some time, solved their problem or successfully finalized the sale, you want to add a final touch and say goodbye with style. You want to have happy customers who are not only satisfied with your company’s customer service, but also with the friendliness and politeness of the agent they chatted with.
Thanking customers
- Thank you for shopping at {Website}. I hope to see you soon!
- Thank you for chatting with me. I hope you have a pleasant day.
- Thank you for using our live chat. If you don’t have any more questions, I will close our chat. I hope you have a wonderful day!
- Thank you for reaching out. I am glad to be of assistance. If the problem arises again, don’t hesitate to contact us!
Customers being unresponsive
- Hello {Visitor Name}, are you still there?
- I’ve noticed you have been away for quite some time so I will close this chat. If you have any questions, feel free to reach to us again. I am more than happy to help!
- I haven’t heard from you in a while. Do you still need my assistance or shall I close this chat?
Providing email address/contact info for further inquiries
- If you have any additional issues, feel free to reach out to us at {Email}.
- You can always reach out to our customer service via social media channels – {Facebook/Instagram…} or {Phone Number}.
- If you can’t reach out to us via our live chat, feel free to email us at {Email} and we will get back to you as soon as possible.
- Should you wish to contact us directly for any further issues, you can do so via {Email} or {Phone Number}
Asking for Feedback
How would you know how you perform and if the customer is satisfied with your assistance if you don’t ask? Find out how happy and satisfied your customers were with your chat and expertise by sending one of our actionable scripts.
- It is my pleasure to assist you! 😊 If there’s nothing else I can help you with, could you take a second to rate this chat? Once you close the window (X button), just click on the thumbs up or thumbs down and let us know what you think about my assistance today. Thank you for reaching out to us! Have an awesome day! 👍
- If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it. Thank you!
- If there is nothing else I can help you with today, I just wanted to mention we do have a brief customer satisfaction survey that we’d be very grateful if you were able to complete. You can do this by staying on the line and entering the answers to a few questions for us.
- If you have the time, it would mean a lot to me if you could answer a few questions about my service. I would appreciate any feedback that you can provide me!
Download your free PDF version for future reference.
