Positive first impressions are an essential part of the journey of forging a potent relationship with your potential customers. Welcome messages are a creative and effective way of indulging with a customer, realizing their needs, and using your products accordingly.
According to research, brands that actively interact with their consumers witness 33% more growth and engagement.
Customers go through both bad and good experiences. Hence, it’s crucial to curate a polite, welcoming message to elevate the user’s experience with the templates shared below.
However, before diving right away, let’s start by learning what a good welcome consists of!
1. What is a Good Welcome Message?
A welcome message is typically defined as a method of communication with your desired demographic or target audience. It includes greeting website visitors or customers to have them on board and connect with them.
The primary aim of formulating a welcome message is to motivate consumers to sign up, subscribe, download content or buy.
An excellent welcome message serves as a sturdy foundation for long-lasting consumer relations. It helps brand owners to gain loyalty and build trust.
Gradually gaining an understanding, aren’t you? The upcoming section will give you a better idea of starting a welcome message.
2. How to Start a Welcome Message? What are the Types of Greetings?
Establishing an accurate first impression is equivalent to half the job done in the process of making a successful sale or after-sale support. As a result, the best way to start a welcome message is with a greeting.
Being kind and actively extending a helping hand to the user will indicate that you value them. Besides, it suggests that you’ll always be there for them in times of need.
If you wish to inspire the visitors to become a part of your brand, the most necessary step is acing the homepage message. Also, a warm message can convince the customers to explore your brand further.
Generally, there are two schools of greeting. Depending on whether the customer is on your website for the first time or not, the types of greetings are:
- General Greeting: This welcome message comforts new visitors and helps them navigate the website. A few cases can also include a summary of what the user should be expecting.
- Repeated Visitor Greeting: These welcome messages are usually not as formal as general greetings as they’re for users acquainted with the website. At times, it can comprise a return gift in the form of a small discount.
On similar grounds, welcome messages can also be categorized as formal and informal greetings. General greetings fall under the umbrella of formal greetings, while greetings for repeated visitors are relatively informal.
3. How to Formally Greet Customers on Live Chat? (Short Message)
Formal and short greetings are the appetizers that tempt visitors to explore the website further. Consequently, it’s necessary to hit the bull’s eye with these messages.
You should keep these proactive welcome messages apt and give them a human touch. After all, visitors deserve to feel welcomed by a caring operator instead of a chatbot.
Here’s a list of templates and examples to formally greet customers on live chat:
- Hi! Thank you so much for visiting our website! My name is [Operator Name], and I am here to assist you.
- Hello! This is [Operator Name]. Don’t be hesitant to ask questions. I welcome them!
- Hello! This is [Operator Name]. How can I extend a helping hand to you today?
- Welcome! Thank you for reaching out to our customer support. This is [Operator Name], and I’m here to help.
Some of you might wonder about informal welcome messages with a significant word count. Don’t worry. Hop onto the next section!
4. How to Informally Greet Customers on Live Chat? (Long Message)
While short welcome messages radiate a sense of excitement and intrigue, long welcome messages convey seriousness and professionalism. In addition, visitors think they’re reaching out to a successful business that masters the art of keeping customers happy.
Using long welcome messages can help you make your visitors and customers feel important!
Here are a few examples of long welcome messages that you can tweak to greet your customers on live chat:
- We just heard that an awesome customer visited our website to explore our growing brand, and guess what? That’s you. Welcome to our not-so-humble abode!
- Knock knock. Who’s there? Stopwatch. Stopwatch who? Stopwatch you doing and tell [Operator Name] how can he/she/they assist you?
- Roses are Red. Violets are Blue. Customers are beautiful, and so are you. Hahaha, just being honest! Pardon me, but my indiscretion is as huge as your value to us. I’m [Operator Name]. How may I help you?
5. How to Welcome Someone to a Chat If the Operator Initiates Communication with the User?
Initiating communication with a customer is a double-edged sword. It can go exceptionally well, but it can also go miserably wrong. A few customers might want peace and calm while exploring your website, while the rest might want to seek help but aren’t able to find the chatbox.
Consequently, it’s essential to curate a balanced welcome message in such cases. Anyway, you shouldn’t worry because you’re in the right hands!
Fortunately, you can be the first one to start communication under several circumstances.
Below are a few welcome message templates to help you strike a conversation with a user first.
- Hi. I noticed that you have been going through our website for quite a while. Are you searching for anything in particular? Can I help you?
- It’s been some time since you added our [Products] to your shopping cart. Did you need any assistance with making a decision?
- Are you scrolling through for a specific [Product]? I can help you find it. Let me know.
- I haven’t heard back from you since our last conversation. Do you need my help in finding [Product]?
6. How to Greet a Chat If the User is Communicating with the Operator for the Second Time?
Some users frequently visit websites without showing any further interest. These are typically known as sleeping consumers.
According to research, it costs five times less to turn an inactive user into an active customer.
As a result, you should invest active efforts into contacting these users and re-engage them through intelligently formulated welcome messages.
Below are a few examples of welcome messages to reignite interest in a sleeping user.
- Glad to see you back [Customer Name]? Are you looking for some specific information?
- Hey [Customer Name], long time no see! Everything is perfect on my end. Only more excited to help you. Is there anything I can assist you with?
- Welcome back [Customer Name]! I am here to help, as always.
- Happy to see you back, [Customer Name]! Looking for any information in particular?
7. How to Greet in a Chat If the User Starts Communicating with a Problem or Question?
The user is the topmost priority in any successful business, so improving customer experience comes first. Nevertheless, there will be situations where you’ll have no option other than saying no, but you can do so politely.
Moreover, it’s crucial to stay polite when a customer is facing an issue because chances are, they’re overwhelmed. So, focusing on curating a message that can help calm them down and feel validated is a safe bet.
Always remember to open with a subtle and sincere apology in these cases. Also, going for messages that represent your brand as a whole instead of the operator goes a long way.
You can modify the below-mentioned welcome message templates for consumers facing a problem to suit your needs.
- I am incredibly sorry that you are experiencing [Issue]. Let me check how we can fix it now.
- I fully understand your annoyance, and I apologize for the inconvenience. Let me dive right into it and resolve it for you.
- We are deeply apologetic about [Issue]. I will get in touch with my supervisor right away and check how we can repair this [Issue] for you. We’re grateful for your patience.
- We’re sincerely sorry, but our present system does not permit us to ship overseas at the moment.
- May I suggest you resort to [This Solution] or [That Solution]…
8. How to Welcome Chat Users in a B2B Business?
In B2B business, having personalized conversations can influence how quickly and well the users convert into customers.
The approach to carefully leverage your website’s chat is setting it according to each page. Subsequently, you can build your chatbox with welcome messages to target each audience and their position in the buying process.
A few tips to keep in mind while curating greetings for B2B businesses are the following:
- Treat the users as subjects and form messages similar to the subject line of an email.
- Customize casual and humorous messages, don’t resort to the generic “How can I help you?”
- Keep the tone of the message consistent with the tone of your brand.
- Give the messages a human touch and avoid being robotic. A casual tone makes the user feel that they’re interacting with a caring human.
- Formulate relatable messages by adding emojis, personal experiences, and jokes.
Additionally, live chat communication in B2B businesses is complex compared to B2C businesses. This anomaly is because of the presence of a third party.
It can take operators a while to retrieve information as they need to contact the manufacturers for details after conversing with the client. As a result, the process is time-consuming and raises the need for welcome messages that requests patience from the user. Messages can sometimes also indicate that the conversation might be getting transferred to a different team.
A few examples of this type of welcome message are:
- I understand you have a problem with [Issue], but I’m sorry because we won’t be able to offer a solution. However, our [Team/Department to be contacted] has an in-depth understanding of [Area of Issue]. Would you like me to transfer you over to them?
- Kindly bear with us for a few seconds while I transfer you to [Other Operator Name].
9. How to Welcome Chat Users in a B2C Business?
B2C businesses exude love, humility, and loyalty. Brands belonging to such a business have a better chance of connecting with their users through welcome messages. Communication, including live chat and emails from the end of B2C businesses, seem authentic and hits closer to home.
Welcoming chat users in such businesses is done primarily through the literal image or tone of the brand. In fancier terms, they should carry the essence of the product you’re trying to sell.
The areas around which you can base these welcome messages include price inquiry and discounts, and sales.
You’ll be able to gain clarity through a list of the following examples:
- We work with [Targeted Demographic] customers. Send us a message if you need [Enquiry] for [Product].
- Hi there. Let us know if you’ve any questions. We are here to help. BTW, our [Sale] is here. [Discount Amount] off [Discounted Product(s)]. This deal won’t last long!
How do I automate the greeting in my widget on the site?
This article is a detailed guide on adding a welcome message to your chat box for free today.
Conclusion
Regardless of the kind of business you run, you can use many templates for your website’s live chat. You can even use emails or newsletters to send out welcome messages to users. However, that’ll require you to ask them for their personal information and provide an option to unsubscribe.
Including CTA, saying goodbye, and asking for feedback at the end of the conversation can also help users convert.
The phrase “Customer is King” possesses a symbolic truth, but quite literally, all a user wishes for is politeness, attention, and results. Consider these the basis for knitting your own welcome messages, and see your brand take off!