Notes

Chatting scripts for general greetings
Hi there! I’m [your name]. I’m here to help if you need anything.
Hello! Welcome on [your company website]. Just drop me a line here if you have any questions about [your product or service].
Hi! Lovely to have you on our website. If you have any questions about [company name] and our [products/services], I’m here to help.
Hi! Hit me up if you have any questions about [your products or services]
Hello! Have some questions? Feel free to pick my brains! I’ve already helped hundreds of customers pick the perfect [type of product you sell].
Good morning/afternoon/evening! How may I assist you today?
Hey there! How are you doing today? Let me know if there’s anything you’d like to ask.
Find out more about different types of welcome messages and how they can benefit your business.

Script ideas for welcoming repeat customers
Hi [customer name]! Awesome to see you again. Hit me up if you still need to clarify some things about [the issue the customer previously had].
What a pleasant surprise! Please remember I’m still here to help you out if you need anything.
Welcome back! Did you want to pick up where you left off last time?
Hi there! I’m just checking your previous issue is all sorted now. Feel free to ask me anything.
Welcome back at [name of your website]! Let me know if you want to add anything.
Hi! Long time no see. Feel free to let me know if you need assistance today.
Hi there! Did you face any problems with the [earlier issue] again? I’m here to help.
Sending proactive messages
Proactive customer service is part of a customer-oriented approach. It focuses on identifying customer pain points to resolve issues faster. Not surprisingly, as many as 87% of US consumers want companies to be proactive in customer service. They report better quality of customer experiences and increased customer satisfaction.

On a pricing page
Hello, I noticed you’re here for a while. Would you like me to go through our pricing plans?
On a home page
Hi! Are you looking for something specific or just browsing? Let me know if I can help you with anything.
On a check out page
Hi, I noticed you struggle to finalize your purchase. Can I explain our current offer?
On product or category pages
Hi there, if you need assistance choosing [category/range of products], I’m here to help.
Hi! Just to let you know—if you have trouble finding something you need, I’m here to help.
Find out more about the benefits of a proactive approach to customer service to your business.

Sending promotional information and discounts
Live chat software is great when you want to increase customer engagement and slash the cart abandonment rate. And in the long run, to increase your bottom line. The trick is to use it strategically.

For example, you can send a discount when you notice a customer is hesitating to make a purchase at the checkout page or send a promo code for new visitors. Here are some simple examples of live chat scripts you can use in your communication.

Hi! It looks like you’ve unlocked [an offer e.g., 10% off]! Get it with the promo code [promo code] on this purchase.
Hi! I just wanted to let you know [product name or service] has a discounted price. If you’d like to take advantage of it, follow this link [insert a link].
Hey, just to let you know—we have a sale coming on [date]. Save the date and shop all your favorites.
Check out how adding Tidio to their online platform helped Mometrix reduce churn at checkout.

Cross-selling and upselling scripts
Upselling and cross-selling your products are some of the techniques used in inbound marketing. It’s not only about increasing sales, but also about building a great relationship with customers.

Chatting with customers in real-time is a natural opportunity for both, provided you’re not too pushy and can take no for an answer!

Hey there, I noticed you are about to buy [product]. I think [product name] might be of interest to you, too? Our customers frequently order both the items together.
Hi! You are purchasing [product]. Great choice! I would also recommend [product name]. They complement each other well.
Hi! Since you’re ordering [product name], why don’t you take a look at [another product]. They go so well together.
Thanks for waiting
The average wait time for live chat support requests is 2 minutes and 40 seconds. If it took you longer to respond, send this type of live chat script.

I’m sorry I kept you waiting. Thank you for your patience. How can I assist you today?
Thank you for holding. I really appreciate your patience. We’re unusually busy at this time of [year/day]. How may I help you?
We apologize for keeping you on hold. I am [your name] and I am ready to assist you.
Thanks for waiting and apologies for the wait time. I’m now available to assist you.