Greetings pop up on your site, encouraging visitors to talk to you. They are an online version of approaching a customer in a physical store and asking if any help is needed. You decide who, where and when will get invited. And LiveChat does the rest.
Each message can be personalized, so it helps to achieve your customer acquisition goals. What’s more, greetings show agent’s photo to make the experience more natural and engaging for your site’s visitors.
Benefits of using greetings
- Get more chats - the more personalized and targeted your chat invitation is, the higher the possibility of chatting with visitors.
- Turn visitors into customers - according to our report, visitors invited to chat are 6.3 times more likely to convert into customers than the ones who don’t chat; 61% of those customers convert within the first chat.
- Increase customer satisfaction - your customer will leave your site happy and willing to return; they can tell their friends and colleagues about the great experience they had, gaining you some new visitors.
- Sell more - the more chances you have, the higher number of buyers you will eventually get.
Types of greetings
Greetings can be displayed in two different ways, depending on what minimized chat widget type you use (you can change minimized chat widget type in Settings → Chat widget → Customization →Appearance):
- If you use a bar, greetings are displayed as an open chat widget:
- If you use a bubble, greetings show a picture of an agent with a message above it:
Creating and editing greetings is really simple and takes very little time. Follow the tutorials below to learn how to do it.
Add a greeting
- Go to the Settings → Engagement → Greetings. Then, click on Add new greeting.
- First, choose if all visitors, only new visitors, or only returning visitors should see the greeting.
- Then, you decide if you want the greeting to be displayed immediately after the customer enters the page or if there should be a delay. Use the integration with Google Analytics to check how much time your customers spend on your site.
- Next, you can decide if want the greeting to be triggered when all conditions are met (ALL operator) or at least one of the conditions (OR operator).
- Click on +Add condition, choose the type of condition using the dropdown and set the condition parameters. You can add as many conditions as you want.
- Add the greeting message.
- Finally, click on Set greeting live to turn on this greeting. If you don’t want it to go live yet, click on Save and close.
If you want to ask your customers for their details after they are greeted, learn how to set pre-chat survey after greetings.
Change the name of a greeting
To change the name of a greeting follow these steps:
- Go to the Settings → Engagement → Greetings.
- Click on the name of the greeting you want to edit.
- In the top left corner, you will see the current name. Next to it, there will be a pencil icon, click on it.
- Enter the new name and click on Change name.
- To finalize the changes click on Save and close.
Turn on/off a greeting
First, go to the Settings → Engagement → Greetings. Then, all you need to do to is flip the switch in the Status column:
- The switch is greyed out—the greeting is off.
- The switch is highlighted in green—the greeting is on.
Delete a greeting
Follow these steps to delete a greeting:
- First, go to the Settings → Engagement → Greetings. Then, choose a greeting you want by clicking on its name.
- Click on Delete greeting in the bottom right corner.
- Confirm, by clicking on Delete greeting.
You can create very specific greetings by setting up certain conditions for them. Try starting with a single condition. You can always add more of them later to make the greeting even more effective.
The following conditions regarding visitors’ actions on your site are available:
- Current page URL - sent when a customer lands on a page specified in the condition.
- Customer’s location - issued to customers from a specific country or city.
- Customer’s browsing time - displayed to visitors when they spend a given time on your website.
- Number of viewed pages - triggered when the customer visited the number of pages specified in the condition.
- Referring website address - sent when a customer enters your page by following a link placed on another page.
- Pages visited in the exact order - displayed when the customer visited pages specified in the condition.
- Any page from session - triggered when customer lands on any page that meets the condition.
- Custom variable - based on custom parameters.
Create engaging greetings
You should try to create interesting and engaging chat greetings to achieve the best effects. Try creating two separate greeting messages with the same conditions and run them both for one month each. After the test period, you will see which text is more successful and gets you more chats.
You can check how many times a greeting was displayed, how many chats it brought, and its conversion rate in the Settings → Engagement → Greetings.
All data is neatly presented in the table so it’s easy to compare greeting performance. To get detailed data, view the greetings conversion report by clicking on View report.
Difference between greetings and welcome messages
Greetings are very similar to welcome messages sent to visitors when the chat starts. Both greetings and welcome messages are displayed as the first message in the chat.
However, greetings are more proactive while welcome messages are entirely passive. Welcome messages are displayed when visitors start the chat on their own by clicking on a chat bar or a button. Greetings are sent out automatically when the greeting’s conditions are met.
Additionally, you can have several greetings set up simultaneously while you can have only one welcome set up at a time (but you can set up different welcome messages for different groups).
Welcome message can be customized in the Settings → Chat window → Language.