Customer support has never been more critical to the success of businesses than it is today. In a constantly evolving market, companies rely on customer feedback to improve their products and services. One of the most effective ways to provide excellent customer support is through live chat, a popular communication channel between businesses and their customers. Live chat has an average customer satisfaction rate of 85.6%, making it one of the most preferred customer support communication channels.
However, letting your customer service agents respond blindly is not a good idea. To ensure your customer service teams are providing the best support possible, it's essential to provide them with well-crafted live chat scripts that should also be included in your customer support training manual. In this article, we will discuss 40 live chat examples in customer service that can help you improve your customer experience.
Your initial greeting should be friendly and inviting. Not only does it set the tone for the rest of the interaction, but it also impacts the bottom line. Studies show that friendly customer service agents are 42% more successful in upselling than their unfriendly or neutral counterparts. Below are a few live chat greeting examples to help kickstart the process:
- Good [morning/afternoon/evening], thank you for contacting [company name]. My name is [agent name], and I'm here to assist you today. How may I be of service?
- Hello! Thanks for reaching out to [company name]. My name is [agent name], and I'm happy to help you with your issue. What seems to be the problem?
- It's great to hear from you! My name is ____, and I'd love to hear more about what I can help you with today.
- Hi there! Did you find what you were looking for? If not, I'm here to help! My name is ____, and I'm happy to assist.
Acknowledgment that a support request has been received
Research shows that 90% of customers rate an "immediate" response as essential or very important when they have a customer service question. Here are a few live chat examples for acknowledging customer support requests:
- We've got your request, and we're on it!
- Thanks for getting in touch! Your support request has been received.
- We're so glad you reached out — rest assured we've received your support request and are working on resolving the issue.
- You're in our queue — we'll be with you about your support request as soon as possible!
Apologies for various scenarios
When a customer is not satisfied, it is essential to apologize sincerely and offer appropriate compensation. Apologies are critical in building trust with your customers, as they demonstrate that you're willing to take responsibility for any issues they may have encountered. Additionally, saying sorry on top of providing credit or other compensation can help increase customer satisfaction by 74%.
- We're sorry to hear that you've encountered an issue. We'll work closely with you to resolve it.
- We apologize for the inconvenience caused by that. Rest assured, we're doing our best to find a solution.
- We're sorry that our service didn't meet your expectations. Please let us know how we can make it right.
- We apologize for the delay you experienced. We're working to get things moving faster in the future.
Messages to send in case a ticket is escalated
There may come a time when escalating a customer's ticket is necessary. It is essential to let the customer know that their issue will be resolved and that you'll update them as soon as that happens. Some of the best live chat examples for this scenario include:
- We are sorry your experience was not satisfactory. We will assign additional resources to look into this issue and ensure it is resolved as soon as possible.
- We understand this situation's critical, so we're transferring your ticket to a senior specialist who can better assist you.
- This issue requires more attention, so we'll escalate the ticket for a faster resolution.
- We've identified that additional resources are needed to resolve this issue, so we'll assign a more experienced specialist to look.
Messages to inform users of delays and other service issues
Delays are inevitable, so it's best to be prepared when they do arise. Here are a number of live chats you can send in case service has been suspended or is experiencing downtime:
- We apologize for the delay in service you may have experienced. We're working hard to address the issue, and we appreciate your patience and understanding.
- We understand how important it is for our service to be reliable, and we're sorry for any inconvenience caused by the recent issue. Rest assured, we're working to remedy the situation as quickly as possible.
- We're aware that some users have experienced technical difficulties with our service. We're addressing the problem and appreciate your patience while we work to restore full functionality.
- We're sorry to report that we're experiencing a temporary delay in providing service. We're doing everything we can to get back on track and apologize for any inconvenience this may cause.
Messages to request the user join a cobrowsing session or call
Cobrowsing is a great way to help customers resolve their issues quickly and efficiently. By allowing your team to join in on the customer's screen, you can provide them with a more personalized experience that could lead to a faster resolution.
- Would you like to join a cobrowsing session? This will allow us to see the issue you're experiencing and provide real-time assistance.
- Could you please allow us to do a cobrowsing session? We'd like to discuss the matter further and ensure we find the right solution for you.
- If you're available, we'd like to schedule a cobrowsing session to discuss the issue you're experiencing in greater detail. We'll be able to see your screen, take control if necessary and solve the issue for you.
- Let's schedule a cobrowsing call to help you resolve the issue. We want to make sure everything is working perfectly for you.
Asking a customer for more information about an issue
- We're here to help you resolve the issue. Do you mind providing us with [more specific detail] so we can find the best solution?
- We're eager to assist you! Before we proceed, could you kindly fill out [required additional information] on your account settings page at [link]?
- How can we help you best? Could you please tell us what other information we need in order to resolve this issue?
- We understand the urgency of your situation. Would you mind providing us with the necessary details so that we can investigate further?
Proactively reaching out to a customer when you notice they've encountered an issue
Finding ways to help customers before they reach out to you is a great way to show them how much you care. Additionally, 89% of consumers found proactive customer service to be a pleasant surprise or a positive experience. The best way to find customer issues proactively is by using a session replays software, which automatically records user sessions in your app so you can play them back at a later date and see exactly what your user experienced in your app.
- We noticed you experienced an issue with our platform. Please let us know if we can be of any help.
- It looks like you had trouble accessing one of our features – is there anything we can do to help?
- We noticed you've been experiencing [more specific issue]. Let's get it resolved for you ASAP!
- Hello! I hope you're having a great day so far. We've noticed an issue on your account and wanted to jump in and help!
Closing a conversation
When closing a conversation with a customer, it's important to make sure your customers feel heard and have all the information they need. Remember, this is the last impression they have of your customer service, so take the time to make it a pleasant one.
- Thank you for choosing our service! Feel free to reach out to us anytime for further assistance.
- It's been great helping you out today! Don't hesitate to contact us again if you need anything.
- Our team is always happy to help! Have a great day!
- Thank you for chatting with us! We hope to hear back from you soon.
Asking for customers to leave a review or respond to a survey
Lastly, it's important to ask your customers for reviews or feedback. This can help you identify areas of improvement and let other customers know about their experience with your product or service. Some great customer service live chat examples for this include:
- We'd love to hear what you think about our service! Would you mind leaving us a review?
- It would be great if you could take some time to fill out our survey about your experience.
- Your feedback is highly appreciated! Do you mind sharing your thoughts with us on social media or leaving a review?
- We'd love to hear what you think! Could you please spare a few minutes to leave us some feedback?
Wrapping things up
Live chat is one of the most effective communication channels for customer support, with an average customer satisfaction rate of 85.6%. However, it is essential to ensure that customer service teams are well-prepared to provide the best support possible. This can be achieved by providing them with well-crafted live chat scripts included in the customer support training manual.
This article has provided 40 live chat examples for various scenarios, including greetings, acknowledgment of support requests, apologies, escalation of tickets, communication during service delays or issues, and requesting the user to join a cobrowsing session or call. By implementing these live chat examples in their customer support strategies, businesses can improve their customer experience and, in turn, increase customer satisfaction and loyalty.