In today's digital landscape, providing exceptional customer service is more important than ever. E-commerce is growing, and customers are losing patience. The faster they get replies, the higher the chance they'll complete the purchase or booking on your website.

Live chat has become a powerful tool for businesses to connect with customers, offer support, and boost engagement.

By implementing well-crafted live chat scripts, you can ensure that your support team delivers consistent, efficient, personalized assistance to every website visitor.

In this blog post, we'll explore 15 compelling live chat scripts for various customer support scenarios and discuss the pros and cons of using such scripts.

15 Live Chat Scripts for Every Customer Support Scenario

1. **Greeting Script**:

- Hi there! Welcome to [Company Name]. How can I assist you today?

- Hello! Thanks for reaching out to [Company Name]. What brings you to our website today?

2. **Asking for More Information**:

- To better understand your issue, could you please provide me with some additional details?

- I'd be happy to help! Can you tell me more about the problem you're experiencing?

3. **Active Listening**:

- I understand how frustrating this situation must be. Let me see what I can do to resolve this for you.

- I apologize for the inconvenience. I'm here to help and will do my best to find a solution.

4. **Handling Difficult Situations**:

- I apologize for the confusion. Let me clarify the situation and find a way to make this right.

- I understand your concern. While I may not be able to provide an immediate resolution, I assure you that I'm working diligently to address the issue.

5. **Transferring or Putting a Customer on Hold**:

- I will transfer you to our [Department] specialist to ensure you receive the best possible assistance. They'll be with you shortly.

- I need to consult with my supervisor to give you an accurate answer. Would you mind holding for a few minutes while I gather more information?

6. **Closing the Conversation**:

- Is there anything else I can assist you with today? If not, thank you for contacting [Company Name]. Have a wonderful day!

- I'm glad we were able to resolve your issue. If you have any further questions, please don't hesitate to reach out. Take care!

7. **Handling Technical Issues**:

- I apologize for the technical difficulties you're experiencing. Let's work together to troubleshoot the issue and find a solution.

- I understand how frustrating technical problems can be. I'll do my best to guide you through the step-by-step troubleshooting process.

8. **Addressing Billing Concerns**:

- I apologize for any confusion regarding your billing statement. Let me review your account and provide you with a detailed explanation.

- I understand your concern about the charges. Let's go through your billing history together and address any discrepancies.

9. **Offering Personalized Recommendations**:

- Based on your preferences and needs, I would recommend [Product/Service]. It offers [key features/benefits] that I think you'll find valuable.

- Considering your requirements, [Product/Service] seems like an excellent fit. Let me know if you'd like more information or have any specific questions.

10. **Handling Shipping Inquiries**:

- I apologize for the delay in your order's delivery. Let me check the shipping status and provide you with an updated estimated arrival date.

- I understand the importance of receiving your order on time. Let me investigate the shipping issue and find a solution to expedite the process.

11. **Addressing Refund Requests**:

- I apologize for any inconvenience caused. Let me assist you with processing your refund request. I'll guide you through the necessary steps.

- I understand your dissatisfaction with the product. I'll initiate the refund process and ensure that the amount is credited back to your original payment method.

12. **Handling Angry Customers**:

- I apologize for the negative experience you've had. I understand your frustration, and I'm here to help resolve the issue to the best of my ability.

- I sincerely apologize for the inconvenience caused. Your satisfaction is our top priority, and I'll do everything in my power to make things right.

13. **Offering Discounts or Promotions**:

- As a valued customer, I'd like to offer you a special discount code. Use [Code] at checkout to receive [Discount] off your next purchase.

- We're currently running a promotion that I think you might be interested in. By purchasing [Product/Service], you'll receive [Offer].

14. **Handling Out-of-Stock Items**:

- I apologize for the inconvenience, but the item you're interested in is currently out of stock. Let me check if we have a similar product that might meet your needs.

- Unfortunately, [Product] is currently out of stock. However, I can place a backorder for you and notify you as soon as it becomes available.

15. **Providing Follow-Up Information**:

- As promised, I'm following up with the additional information you requested. Please find the details attached to this message.

- I wanted to update you on the status of your request. We've made progress, and I expect to have a resolution for you by [Date/Time].

Setting Up Live Chat Scripts with Askly

Implementing these live chat scripts is easy with Askly's live chat solution.

Askly allows you to customize scripts to fit your business's unique needs and branding. Here's how you can set up live chat scripts with Askly:

  1. Log in to your Askly dashboard and navigate to the "Chat" section.
  2. Click "Quick replies" and select "Add New."
  3. Choose a title and add a script
  4. Customize the script with your company's branding and tone of voice.
  5. Save the script and trigger it at any time needed

By leveraging Askly's live chat solution and implementing these compelling scripts, you can enhance your customer service, boost user engagement, and create lasting connections with your website visitors.

You can also activate AI Assistant, which will use these scripts just then needed.


Live chat scripts are a powerful tool for delivering exceptional customer service and fostering user engagement.

By striking the right balance between using scripts and allowing for personalization, you can create meaningful interactions that leave a lasting impression on your customers. Implement these 15 compelling live chat scripts using Askly's live chat solution and watch your customer satisfaction soar.

Remember, scripts are a starting point, but it's the human touch that truly makes a difference in customer service.