Hi [Name]! Thanks for reaching out. I'm [Agent], how can I help you today?

Hi there! 👋 I noticed you've been browsing [page/product]. Any questions I can answer?

Hey! I see you're checking out [Product/Plan]. Happy to answer any questions—I know choosing the right plan can be tricky!

Hi! I noticed you have some items waiting in your cart. Anything I can help with before you check out?

Welcome back! Good to see you again. What can I help you with this time?

To point you to the right solution, mind if I ask a couple quick questions?

1. What's the main problem you're trying to solve?
2. How are you handling this currently?

Sounds like [Product] could be a great fit! Just to make sure I'm recommending the right plan:

• How many [users/seats/items] do you anticipate?
• Any specific features that are must-haves?

Great question! Our plans start at $[X]/month for [description].

Based on what you've shared, the [Plan] would be perfect—it includes [key features] for $[Y]/month.

Want me to walk you through what you'd get?

I understand budget is a consideration. Let me show you the value breakdown:

• [Feature 1] saves ~[X hours/dollars] per month
• [Feature 2] typically improves [metric] by [%]

Most customers see ROI within [timeframe]. Would a trial help you see the value firsthand?

[Competitor] is solid! Here's where we're different:

✅ [Advantage 1]
✅ [Advantage 2]
✅ [Advantage 3]

A lot of our customers switched from [Competitor] for [main reason]. Happy to show you a quick comparison if that'd help?

Based on everything we've discussed, I think you'd really benefit from seeing [Product] in action.

Our free trial is [X days], no credit card needed. Want me to set that up for you right now?

I think a quick demo would be the best way to show you how this would work for [their specific use case].

We've got spots available [day/time options]. Would any of those work for you?

I'm sorry to hear that! Let me look into this for you.

Could you share your order number? (It starts with # and is in your confirmation email)

Let's figure this out! Can you tell me:
1. What were you trying to do?
2. What happened instead?
3. Any error messages?

Screenshots help too if you have any!

Give me just a moment to look that up... 

[Wait]

Found it! [Information]

This is taking a bit longer than expected—I'm being thorough! Should have an answer in about [X] minutes. Appreciate your patience!

I checked and unfortunately [item] is currently out of stock 😔

Here's what I can do:
• Sign you up for restock notification
• Suggest a similar alternative: [item]
• Apply a [X]% discount when it's back

Which would you prefer?

I wish I could make that happen, but [reason/policy].

What I CAN do is [alternative]. Would that work for you?

I owe you an honest update—[issue]. I know that's not what you want to hear.

Here's how we're making it right: [action].

Is there anything else I can do to help?

You're absolutely right—that deserves a refund. Let me process that now.

✅ Refund of $[X] initiated
📅 You'll see it in [X-Y] business days
📧 Confirmation email coming shortly

Is there anything else I can help with?

That should do it! Can you try [action] now and let me know if it's working?

[Customer confirms]

Awesome! Glad that's sorted. Anything else while I've got you?

I completely understand why you're frustrated—this isn't the experience you should have. Let me fix this.

[Action]

I can see you've been dealing with this for a while, and I'm sorry. Let me take a different approach.

[New solution]

I hear you, and you have every right to be upset. This isn't okay, and I want to make it right.

Here's what I'm going to do: [specific action with timeline].

I'm personally going to make sure this gets resolved.

I want to make sure you get the help you deserve. Would you prefer to speak with my team lead? They have more flexibility to find a solution.

I understand why you'd want that—it makes total sense.

The challenge is [honest reason]. Here's what IS possible: [alternative].

Would that work, or should I see what else we can figure out?

For [issue type], our [department] team will be perfect. Let me connect you.

I'll make sure they have all the context from our chat, so you won't need to repeat anything. One moment!

---

[To receiving agent]: Transferring [customer name], [brief issue summary]. They've already [what's been tried].

I want to make sure you get the best possible help here. I'm going to bring in [Name], who has more experience with [issue type].

[Name] will have everything from our conversation. Give me just a moment to connect you.

Our specialist team can definitely help with this. They're not available right now, but I can schedule a callback.

What day/time works best? And what number should we call?

Glad I could help! 🎉 Anything else before I let you go?

[If no]

Have a great [day/evening]!

I've created ticket #[number] for you. Our team will follow up within [timeframe].

In the meantime, is there anything else I can help with?

Before you go—would you mind taking 10 seconds to rate our chat? It really helps us improve: [link]

Thanks for chatting with us today!

Thanks for chatting! I'll check back in [timeframe] to make sure everything's still working well.

In the meantime, just reply to this chat if you need anything!