The opening question of a live chat decides whether the customer stays or disappears. Correct opening: short greeting, introduction of willingness to help, ask for broad needs and let the customer choose easily. Avoid: "What do you need?" lifeless, or "Buy it?" make customers run away. Zenify recorded an average response of 1.2 seconds (approved).
TL;DR
- The right opening is to keep the guests, the wrong is to be the guest.
- Short greeting + introduction ready to support.
- Ask for broad needs, let customers choose easily.
- Avoid lifeless "what do you need" and "buy for free".
- Quick answer right from the first sentence.
Rules for opening live chat
Fast — when customers send messages, they wait for an immediate response.
Short greeting + availability — "How can I help you" not "What do you need".
Make it easy for customers to choose — don't force them to type long sentences.
Don't sell in a hurry — understand your needs first.
5 effective opening questions
1. Hello + open the lid
"Hello! How can I help you?"
2. Expand according to the product you are viewing
"Are you interested in package X? Let me advise you in detail!"
3. Ask for broad needs
"Can you tell me what product you are looking for?"
4. Cho chọn nhanh
"Please help me choose: 1️⃣ Quote 2️⃣ Product consultation 3️⃣ Other questions"
5. Ask cleverly about the budget
"What budget do you expect so I can suggest a suitable one?"
Opening sentences should be avoided
Sentences to avoid | Why
"What do you need?" | Soulless, emotionless
"Buy it?" | Too much pressure, customers run
"Have you seen anything?" | Guests don't know what to answer
"It's a beautiful day today" | Wasting customers' time
"Happy to assist..." verbose | Tired readers
What happens after the opening sentence?
Understand the need: ask 2-3 short questions (see Closing the messenger).
Consulting on the right product: 1-2 options to match your needs.
Removing barriers: price, warranty, delivery.
Closing at the right time: hot customers → closing immediately.
Notes when using chatbots as an introduction
Chatbot opens + asks for needs → transfers people when needed (see Sales Chatbot).
Make sure the opening tone matches the brand (see Tone chatbot).