Overview
Your welcome message sets the tone for user interaction, making guests feel valued and engaged from the very beginning. A well-crafted welcome message can capture attention, provide essential information, and introduce customers to your brand. This initial engagement encourages users to explore different topics, thereby increasing the likelihood of achieving desired outcomes such as customer satisfaction, loyalty, and revenue generation.
Edit Your Welcome Message
In the Satisfi Labs dashboard, go to Studio -> NLP Manager -> Responses
Find your desired response using one of two methods:
Search By Response Name: Trying searching "Welcome" when the search bar is toggled to "Response Name"
Search By Live Content: Trying searching by live content in your current welcome when the search bar is toggled to "Live Content"
Select the pencil icon.
Adjust the response text including any relevant buttons, quick replies, or rich media if applicable.
Publish and test!
Our Recommendations
Introduce your chat's persona in your welcome message to help set the tone and build rapport with the user, making the interaction feel more personal and engaging.
Incorporating rich media in a chat's welcome message enhances user engagement by making the initial interaction visually appealing and interactive. It also helps convey important information quickly and effectively, improving the overall user experience and comprehension.
For more information on image specs and formatting, click the page link here: Response Images
Including a brief description in the welcome message that encourages users to ask questions about different topics promotes active engagement and exploration, making users feel comfortable and supported. This approach also helps users understand the breadth of the chatbot's capabilities, leading to more meaningful and productive interactions.
Incorporating features in your chat's welcome message streamlines the user experience by providing immediate access to essential services, increasing convenience and satisfaction. It also demonstrates the chatbot's utility and relevance, encouraging users to engage further and rely on it for their needs. Features can be launched via buttons or quick replies.
We recommend offering 1-2 buttons and 2-4 quick replies in your welcome message. Use them as launch pads to topics that are important to your organization or frequently asked.
Avoid link-outs to URLs in the welcome message of your chat for the following reasons:
Keeps users focused on the current interaction and allows you to surface topics your company would like to discuss
Allows users to fully engage with the chatbot's features and services
Increases your ability to collect data including intent detections (understanding the types of questions your users are asking)
Avoids diluting the total number of end-user conversations
When thinking about placing a button linking to live agents within your welcome message, there are a few things to consider:
What types of questions will users ask on this web page? If you link to agents directly in the welcome message on a chat living on your homepage, users will escalate a wide variety of questions to agents without trying to ask the virtual assistant. We recommend that you allow the virtual assistant to do its job and answer questions that you have responses for. On average, we see virtual assistants answering between 90-95% of user's questions without requiring live agent intervention.
When do I want users to escalate to agents directly from a welcome message? There are certain scenarios where you want the virtual agents out of the way so agents can intervene with users quickly. Those scenarios may include:
Chat pages living on revenue-generating pages (membership sales/group sales/premium sales/renewals/etc.)
Chat pages living on Contact Us pages
See the example above of one team having two chat pages on two different web pages. The image to the left is the chat welcome message on their existing member's page. They include the option to speak directly to an agent regarding account services and membership renewals from the welcome message.
In the image on the right, there is no button directly linking users to speak with an agent. This is because this chat page lives on their homepage. They want to ensure that the virtual assistant has a chance to answer fan questions first, but the user always has the option to request an agent and escalate their conversation.
Having different endpoints and welcome messages for your chat on different web pages ensures that the interaction is contextually relevant, and tailored to the specific needs and expectations of users on each page. This approach enhances user experience by providing personalized assistance and improving engagement through targeted messaging.
Tailoring your welcome message to the web page's subject is critical. See below how one team created unique welcome messages for different web pages to ensure they provided relevant information.
Row 1 (left to right): Website Homepage, B2B Web Page
Row 2: Season Membership Renewals
Row 3: New Season Membership Sales
FAQs
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