Live Chat Welcome Messages: Use Cases & Best Practices



Guest Writer

⏱ Reading Time: 11 minutes

Customer’s Onboarding success relies heavily on the initial interaction – which starts with the welcome message they receive on signing up. 

After all, you never get a second chance to make a first impression.

Having said that, I’d like to emphasize on the importance of a welcome message – creating an impactful first impression on the customers so they keep coming back!

But how do you achieve that? 

How do you create a welcome message so strong and powerful that visitors feel important? 

In other words, what are the strategies you can use for personalizing customer service?

🚀Read Chatbot: What Is It and How to Build One 🚀

You’ll find all the answers in this blog post. To help you spice up your onboarding with creative welcome messages, we’ve compiled a comprehensive list of welcome message examples to learn from. 

Keep these examples in mind while planning a new welcome message and personalizing customer service. 

As always, let’s cover the basics.

Welcome Messages: What Are They?

Any message sent to onboard, great, or connected with a new user is called a welcome message. These messages are a great way to welcome your users on your mobile app or website and make a strong impression. 

Welcome messages solidify a person’s first impression about the product or online service. They are intended to greet your new user, develop a sense of collaboration, and heighten their interest in connecting with you. 

In simpler words, they are the foundation upon which you will strengthen relationships with a prospective customer. 

Often, welcome messages are delivered to users by email. But today e-commerce owners are also using live chat, third-party messenger, and in-app messaging to personalizing customer service

The function of welcome messages, however, is not limited to personalizing customer service. There are many important goals that can be achieved with a creatively crafted welcome message:

  • Assure customers that they are important 
  • Encourage users to explore (CTAs)
  • Onboard customers to the website or app 
  • Encourage other important actions 
  • Introduce the team 
  • Make limited time offers 
  • Build trust by personalizing and humanizing conversation 

Read Why Customer Centricity Is the Key to a Competitive Advantage

What’s the Hype All About?

If you’re wondering why these messages have become such a hype in SaaS or e-commerce industry, let me explain with an example:

Think of your first visit to a shop, and recall how the sales executive greets you with a smile and ‘Can I help you?’

Even if you don’t need any special help from them, you still feel important and attended. That instant greeting breaks the ice, and you feel more comfortable. 

This is just how the welcome message works. It can seal the bond, make onboarding easy, and achieve many initial goals. 

If you’re still not convinced about the role of welcome messages, we’ve got you some facts and statistics. Look:

  • Increase Engagement: Users who receive welcome messages show 33% more engagement as compared to those who don’t.
  • Higher Open Rate: Welcome messages and emails have 86% higher open rates than other marketing emails.

Best Welcome Message Practices (With Examples)

Many businesses welcome their users through live chat welcome messages, and some of them do it in a truly brilliant manner. We scanned through the best ones and compiled a list of welcome messages that can inspire you to be as creative and unique as they are.

Each practice in our list is explained with an example – they’ll help you achieve a certain goal, and you’re going to learn how they do it:

1. Personalize The Experience

Personalization has indeed become an essential marketing tip in this digital age. If you really want to make a long-lasting first impression, start from this step. There are hundreds of marketing strategies built around using personalization.

However, personalization doesn’t always refer to ‘using the first name’ of the visitor. Your customers will, anyway, provide their name before initiating chat. You can use it. However, there are better ways of embedding personalization in live chat welcome messages. 

The live chat welcome message example from Live Agent immediately uses personalization by retrieving a user’s profile photo as soon as they enter their email address. 

Look at how simple their chat box looks:

  • A warm welcome text
  • Clean background 
  • Agent and user’s photo
  • Enough white space 

…and nothing else. Because that’s what matters, right?

Read Personalization In Automated Customer Service


Picture 2. Live Agent example

2. Make Sure to Humanize

Here again, by using the term ‘humanize’, we’re not asking you to remove automated messages, but adding a human touch. Look at Chaport’s live chat welcome message and see how they’ve used agent’s photos to increase trust factor. 

Following the same example, you can also introduce your customer support representatives with real photos to increase trust, personalize customer service, and make your brand more friendly. 

Agent photos aren’t the only reason we loved Chaport’s welcome message, there’s much more for you to learn. Here’s why we’ve used Chaport as a use-case for this blog post:

  • Concise welcome text: ‘Hey! Let’s test the chat.’
  • Tight and focused messaging 
  • Live chat box and its content aligns well with their product 
  • Easy to get started 
  • Actionable and to the point headlines 
  • Enough White space

Picture 3. Chaport example

3. Add Visual Appeal

Here’s a non-negotiable practice for all businesses: your welcome message should be as visually appealing as possible – it should be a treat to a viewer’s eye and designed in a way it catches user attention in a fraction of second.

Look at Intercom live chat welcome message that teaches us six strong points on how to welcome online users:

  • Consistent with brand image 
  • Concise welcome text 
  • Use of emoji to add visual appeal 
  • Agent photos to add personalization 
  • Reply time indicator 
  • Plenty of white space to reduce chances of overwhelm

Intercom welcomes website users with a beautifully designed chat interface – perfectly matched with their brand identity and friendly language that creates a relaxed aura around the brand. 

Take notice of how they’ve embedded recent blog posts within the live chat box and a search tool – suggesting involvement of some high-tech stuff! 

Together, all these elements make for a smart, memorable, and visually appealing welcome message. Intercom’s live chat welcome message lines up with the company’s brand image, making it more perfect than ever. 

Also, the ‘Start a Conversation’ and ‘Send us a message’ are decent CTAs that align with the product, implies action, and provides something fresh.


Picture 4. Intercom example

4. Be Concise 

If you’re one of those people who hate clutter, and prefer to keep it simple, you should look at GoDaddy live chat welcome message – they do it in the neatest way possible! 

Just like GoDaddy, you can also make your welcome email simple, clean, and create an authentic brand identity. You can choose a memorable and hassle-free way and just briefly outline what your users can expect with your support representative. 

Here’s how GoDaddy greets new users on their website – just one clear message, brief and to the point, clean interface, but the user immediately understands the no-nonsense approach which the brand promotes.

This welcome message example:

  • Keeps it simple and authentic 
  • Promotes no-nonsense approach 
  • Tells you exactly what to expect 
  • Has a lot of white space 
  • Give smart-reply options to users to initiate chat 

Read The Importance of Tone of Voice in Customer Service


Picture 5. GoDaddy example

5. Optimize for Short Attention Spans 

Considering the amount of content digital users consume daily, it is important to optimize your welcome messages for short attention spans. 

Hence, make sure to convey your message in fewer words and consider using bullets, emojis, and other tactics to communicate quickly. 

Chatbot, a live chat software’s welcome messages are something to see because of their fresh brand style that is optimized for short attention. They use emoticons and illustrations to ensure their live chat messages look a class-apart and define brand identity. 

We love Chatbot’s welcome text because:

  • It uses emoticons and illustrations to convey message 
  • It is optimized for short attention span 
  • Multiple CTA’s according to different user needs 
  • Designed to reduce waiting time
  • Actionable design 
  • Simplistic and visual approach  

The emoticons used in the welcome text reduce text-overwhelm, add visual appeal, and convey messages in a lesser time. They also add a human touch to the brand, making it personal and friendly from the start. 

Apart from that, take note of how Chatbot uses bots to talk to human users, and despite that, the brand’s welcome messages feel warm, human, and welcoming through the introduction to CTAs.


Picture 6. ChatBot example

6. Focus On Value Propositions 

Value propositions are clear statements that inform your users about your product or service, solve customer problems, and improve situations. 

When creating a live chat welcome message, you should be mindful of your brand’s value proposition and show a consistency with it. You should wrap the welcome text keeping in mind your customer’s main problem.

If you look at Fresh Chat’s welcome message, you’ll find both a welcome text and FAQs on pricing plans and product comparisons. It’s cool to see how they’ve embedded FAQs within the live chat box – directing their users to the solutions that are already available and providing them with immediate help! 

Well done, Fresh chat!

But that’s not the only reason why we love Fresh chat’s Live Chat Welcome Message:

  • Design consistent with brand image 
  • Concise welcome text 
  • Use of illustration and emoji to reduce tex-overwhelm  
  • Lots of white spaces 
  • Actionable design that makes each step clear for the user

Read FAQ Page – The Perfect Way to Power-Up Your Business


Picture 7. Fresh Chat example

7. Ensure Consistency With Brand Image

While you’re creating a live chat welcome message, make sure that the overall design, tone-of-voice, and text is consistent with the brand image. 

Trengo’s welcome message has a fresh visual appeal with lots of white space, emoji, and illustrations. It also has a catchy welcome text that encourages the users to find right information by connecting with the chat representative. 

But that’s not all – the overall appearance of welcome messages is consistent with brand image – from fonts to colors, texts to emojis, everything is synced with Trengo’s brand identity. In this manner, Trengo doesn’t lose touch with their personality and ensures consistency with their tone-of-voice. 

Furthermore, the CTA (Start conversation) is also strategically placed to showcase the product’s core value. All in all, Trengo’s welcome message is super focused. 

But Trengo doesn’t stop here. They take convenience to another level by providing multiple chat options to the customers. Within the chat box you can see the option to interact with the support agent through WhatsApp, Phone Call, or Email. 

More reasons to love Trengo’s Welcome message:

  • Clean, visually appealing, and minimalistic design 
  • Text combined with illustrations and emojis 
  • Creative welcome text 
  • Attention grabbing design 
  • Fresh color combination

Picture 8. Trengo example

8. Put Strategically Placed CTA 

A welcome message should always be targeted towards a specific action. It should lead the user to make an action. So, an important element to your live chat welcome message is strategic placement of the CTA button.

Think strategically about the CTAs in your welcome message. What action do you want your users to take? Always consider the overall objective of the welcome message and design CTA accordingly. If the welcome message gets lengthy add multiple CTAs at strategic locations.

HubSpot has been known for their creative marketing communication. So, when I was reviewing the best live chat welcome messages, I couldn’t help but cover HubBot as well. Look at how they welcome their users, and then encourage them to take an action with three different CTAs. And that’s not all

  • Minimalistic design 
  • White space 
  • Link to helpful resources 
  • Clear and focused copy 
  • Perfect color combination 

HubBot finishes up their welcome email with links to their privacy policy and helpful resources to ensure it’s the right tool for their customers. 

Read Importance of CTA in Marketing


Picture 9. HubSpot example

To Your Success

There you have it – most impressive welcome message examples that you can use from today for personalizing customer experience. Whether your goal is user engagement, branding, or conversion, there’s always a smart way to nudge users in the right direction through a well-timed message.  

As you can see, welcome messages are much more than a hearty handshake. They set the foundation for what users can expect and leave a strong first impression. 

As you begin to start working on your own welcome message, we’ll close this article with few important tips to help you personalize customer experience: 

  • Send messages written by a real human.
  • Personalize the subject line and email body.
  • Send from a real human.
  • Establish a human connection
  • Make it as easy as 1, 2, 3.
  • Use stellar design 
  • Set expectations. 
  • Extend an offer.
  • Drive social media interactions
  • Grant access to free resources for quick engagement
  • Use referral marketing.

With these tips and examples in mind, you can start creating your own welcome messages. And once you do that, let us know about your favorite approach. We’d love to know your thoughts and experiences.

Vyshnavi Basuthkar is a SaaS Marketing Analyst (who specializes in paid social strategy, social media management, content strategy, and email marketing) at piHappiness, top customer feedback software designed to collect customer feedback on Web, iPad & Android tablets.

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Live Chat Welcome Messages: Use Cases & Best Practices was last modified: April 2nd, 2021 by Martina Pranjic
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