Professional Documents
Culture Documents
Tried-and-tested
excellent customer
service phrases
Table of Contents:
Greetings
Apologizing
Transfer
Goodbye
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.
Managed live chat and customer service for online retailers. Any timezone. Any language.
03
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.
General greeting
Hey {Visitor Name}! Thank you for chatting with me. This is {Agent Name}
and I’m here to help you with anything you need.
Managed live chat and customer service for online retailers. Any timezone. Any language.
04
Hey {Visitor Name}, happy to see you back here! How can I assist you
today?
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.
Managed live chat and customer service for online retailers. Any timezone. Any language.
05
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.
I am really sorry that you are experiencing {Issue}. Let me see how we can
resolve it now.
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.
Managed live chat and customer service for online retailers. Any timezone. Any language.
06
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.
We’re very sorry, but our current setup does not allow us to ship overseas
at this time.
I looked into your issue with {X} and here is the solution that would fix
your problem.
Managed live chat and customer service for online retailers. Any timezone. Any language.
07
I’m sorry, but an issue like that can only be handled at one of our locations.
The nearest store to you is {Location}
May I suggest you reach out to our support agent directly at {Number}?
Would you like me to transfer you to talk directly with our manager?
Managed live chat and customer service for online retailers. Any timezone. Any language.
08
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 ap-
propriate 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?
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.
Managed live chat and customer service for online retailers. Any timezone. Any language.
09
Transferring
I’m transferring you right now, please bear with us for one moment!
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.
Managed live chat and customer service for online retailers. Any timezone. Any language.
10
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.
Managed live chat and customer service for online retailers. Any timezone. Any language.
11
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.
I apologize for keeping you waiting. How may I assist you today?
Managed live chat and customer service for online retailers. Any timezone. Any language.
12
Prove to them that you will handle their information with the utmost discretion.
Can you please give me your {Information} so we can verify your account?
Managed live chat and customer service for online retailers. Any timezone. Any language.
13
Can you please give me your credit card number so I can place this order
for you?
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?
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?
Managed live chat and customer service for online retailers. Any timezone. Any language.
14
Use one of the following lines and show them that you are helpful but at the same
time respectful.
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.
Managed live chat and customer service for online retailers. Any timezone. Any language.
15
Advertising sales
I’m sorry but the deal on {Product} has expired. Here is an alternative
that is on {Promotion/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!
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 =)
Managed live chat and customer service for online retailers. Any timezone. Any language.
16
Reviewing options
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?
Managed live chat and customer service for online retailers. Any timezone. Any language.
17
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?
Managed live chat and customer service for online retailers. Any timezone. Any language.
18
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.
Managed live chat and customer service for online retailers. Any timezone. Any language.
19
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 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!
Managed live chat and customer service for online retailers. Any timezone. Any language.
20
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!
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 chan-
nels – {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}
Managed live chat and customer service for online retailers. Any timezone. Any language.
21
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 men-
tion 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!
Managed live chat and customer service for online retailers. Any timezone. Any language.
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