The best web chat examples come from chatbot marketing pros that know the journey has only just begun once they’ve installed a live chat widget on their website or web chat applications.
As is the case with a website, you need to continuously optimize chatbots over time in order to increase conversions and make your bot more intelligent.
So, to point you all in the right direction, we’ve gathered 11 of the best web chat examples for you to take advantage of immediately, which consist of:
- Proactive Live Chat
- Qualify Leads
- Build a Sales Chatbot
- Facebook Messenger Ads
- Send Bulk Text Messages
- SMS Opt-In Campaign
- Facebook Autoresponder App
- Get More Reviews
- Run a Facebook Giveaway
- Drip Marketing Campaign
- Boost a Post on Facebook
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Web Chat Examples #1: Proactive Live Chat
Chatbots are super effective when you proactively engage with visitors on your website and other web chat apps.
Commonly referred to as chatbot welcome messages, these “ice-breakers” generally include a friendly, personalized greeting message, as well as some basic information about the site or page the visitor is on.
For example, you can create a menu and ask the visitor what they’re looking for. It’s better to create a guided conversation than to use open-ended text or to immediately try to capture their contact information.
Possible menu information to add:
- Opt-in to subscription updates
- Links to product or service description pages
- More info on pricing
- A way to get in touch with customer service or sales
You can’t go wrong when you open up your chatbot dialogue with a friendly question.
Psychologically, people are compelled to answer a question if it’s asked of them. It feels rude to not answer a question, and you’ll see that the vast majority of people will reply.
The following Messenger greeting should give you a good idea of what a great welcome message and menu look like.
This is a great way to get your first engagement from your visitor.
Here are some great custom greeting web chat examples you can use and make your own:
- Would you like help to find the right-sized bicycle for your child?
- Are you looking for a rental apartment, buying a home or condo, or selling your property?
- Would you mind taking a brief survey about your customer experience today?
Facebook Messenger chatbot example
Using an omnichannel chatbot like MobileMonkey, you can use the same dialogue as you do on your website across multiple web chat apps. For example, a proactive live chat message like the following on Facebook Messenger can be very effective.
Try to be humorous or unique in your messages to increase engagement. Don’t be dull and boring, keep it fresh and light.
Remember that with MobileMonkey you can also use entertaining GIFs and images into your messages to add personality to your chatbot with web chat tools found in the chatbot builder.
These work great for proactive engagement with your website visitors, so don’t underestimate the power of short videos, emojis, and/or pictures.
Web Chat Examples #2: Qualify Leads
Proactive live chat tactics are also a great way to both generate and qualify leads. Here’s an example that we use on our pricing page to make sure we never miss a hot lead.
We start with a question that’s very relevant to the page the visitor is currently on. In this case, it’s the pricing page.
If a visitor engages and presses the YES! button, here’s one potential conversational flow that could play out.
If a visitor indicates that they want to get started in the next 30 days, one of our live agents gets notified immediately with the contact’s phone number and email and can take over the live chat conversation from desktop or the MobileMonkey mobile app.
How to improve lead quality using MobileMonkey
Sure, you can use chat boxes to capture leads when offline, but the point of live chat software is real-time engagement with your website visitors.
Using a pre-chat survey as a way to qualify leads for your live agents is a great way to proactively engage with your website visitors and generate leads. MobileMonkey live chat surveys:
- Are quick and easy for users to complete with clicks of the mouse
- Save the survey information they collect in your customer profiles
- Allow for you to send follow-up content
There marketing value you can generate from pre-chat surveys is great. They allow you to quickly capture data that you can then use to create targeted audiences for future engagement with customers and prospects.
Additionally, you can also improve lead quality by creating alerts and notifications for when a visitor qualifies as needing urgent attention.
Set up a notification for the top inquiries when someone indicates they’re a high-value lead for your business by adding the notification widget to the dialogue.
Web Chat Examples #3: Build a Sales Chatbot
Selling with chatbots can give you an edge, as there is nothing more engaging for your customers than having live web chat as an option.
If you build a sales chatbot, this can also help you gain extra insight into consumer behavior, because your chatbots can store the responses it receives, which over time will allow you to enhance your ecommerce success.
Let’s take a look at an example of how to run a sales promotion using chatbots.
Run promotions to chat marketing contacts
When your bot is up and running, whether it’s a Facebook Messenger bot, an SMS bot, or a website chatbot, you’re creating new contacts and data points with every lead and customer that starts a conversation.
You can take advantage of this by letting your subscribers know about products, offers, sales, and promotions.
In the screenshot, notice how scarcity is used by emphasizing that the sale is only available today, as well as how subtle social proof has been added with “one of our most popular sectionals.”
Then, at the end of the message a friendly question has been asked, which triggers the impulse to reply with an answer.
This is a great example of how to use multiple psychological triggers to increase engagement rates.
After the user replies to the first question, try sending a second promotional message that mentions the product details.
Additionally, 40% off and free shipping are both great value propositions, and by re-emphasizing the scarcity with “only a few left in stock” you’ll further increase the chances of making a sale.
Adding imagery is also powerful. This can be done using the gallery feature in the MobileMonkey chatbot builder.
Another thing you can do is provide an extra push by providing a discount code. Again, try to stress the limited timeframe to redeem the offer.
For more web chat examples, take a look at these popular websites with chatbots being used for sales.
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Important Next Steps
Web Chat Examples #4: Facebook Messenger Ads
Another way to expand your omnichannel strategy is through paid engagement. And a great tool for generating new leads are Click-to-Messenger ads via Facebook Messenger.
Click-to-Messenger ads come in a news feed ad format, however, instead of sending people to a website the ad sends people to an interactive chat session.
One of the main benefits of Facebook Messenger ads is that even if you don’t convert on a sale, as long as the consumer replies to your message, they become a contact and you capture their contact information, which can be used for future marketing campaigns.
You can also use Click-to-Messenger ads to drive people into conversational dialogues built for other web chat apps and SMS text message campaigns.
More Facebook Messenger ad strategies
Also consider sending invites to people to take surveys or register for an event. This is more efficient than website traffic because it’s much easier to have all this work done in chat messaging than in a browser.
What you can do is engage with users, either manually or programmatically, segment users into audiences because of certain properties, and then reengage using customized message blasts.
What do Messenger ads cost? They’re actually quite cheap.
Because you receive users’ contact information as soon as the conversation starts, the cost per lead becomes very low.
Another one of our favorite Facebook Messenger ad tactics are Sponsored Messages, which allow you to send messages directly into users’ Messenger threads.
Web Chat Examples #5: Send Bulk Text Messages
MobileMonkey’s OmniChat® messaging inbox allows you to support messaging on multiple chat platforms, such as SMS text messaging.
As we touched on earlier, waiting for people to chat with you on your website vs reaching out proactively and engaging with prospects is powerful. And one of the most powerful channels in 2020 is text message marketing.
MobileMonkey connects businesses to mobile users through live chat on your website, SMS, and Facebook Messenger as of today. And additional platforms like WhatsApp, Instagram, and iMessage will become available later this year.
So, another web chat example is to opt-in new SMS subscribers, and then send bulk text messages to these subscribers with announcements, news and deals.
These conversations in SMS will show up in the same unified multi-channel chat inbox in MobileMonkey.
This is great because you don’t have to manage one system for SMS and another system for web chat.
This means that all your content and automated answers to frequently asked questions can now go to work for you seamlessly across different channels.
If someone asks a question via Facebook or via SMS, you shouldn’t have to configure that information on multiple systems. That’s a nightmare that OmniChat® puts to rest.
As a result you’ll get more leads, better quality, conversions, and better overall customer experience.
Web Chat Examples #6: SMS Opt-In Campaign
What’s the best way to grow your SMS subscriber list?
Well, one fantastic way is to use SMS keywords, which is also supported by MobileMonkey.
If you live in Canada or the United States and text the word “CLUB” to 309-740-3151, that will enter you into our Unicorn Marketers Text Messaging Club where Larry Kim will send you a weekly message with the latest growth marketing strategies.
SMS keywords are just one way you can get more SMS subscribers.
SMS opt-in is powerful, not only because you can re-engage with your customers after they leave your website, but because the results from SMS marketing are almost have to believe.
If you haven’t given text message marketing a try, here are just a few SMS marketing statistics that should change your mind:
Web Chat Examples #7: Facebook Autoresponder App
When someone messages your Facebook Page, instead of allowing the message to sit unanswered in your Facebook Page inbox, you can send those messages to your MobileMonkey OmniChat inbox.
This way your live web chat agents can also manage your Facebook chat.
Once you’ve connected your Facebook Page to your unified inbox on MobileMonkey, here’s how to get tons of Messenger contacts using Facebook post autoresponders:
A little-known Facebook Messenger hack is that when someone replies to one of your Facebook Page’s posts, you get permission to send them an opt-in message.
If the recipient engages with the message, you gain access to keep sending them messages, and you’ll capture their contact information in the process.
The simplest way to do this is to ask a yes/no question with buttons for the lead prospect to click. This is an awesome way to collect free leads, nurture them, and qualify them with a Facebook Messenger bot.
Facebook post autoresponders are super simple to setup, and it’s just as easy for prospects and customers to opt-in.
The magic here, is that even after one leaves the conversation, they’re a Messenger contact and you’ll be able to send messages and offers relevant to this interaction.
For more ideas on how to use Facebook post autoresponders, check out these 5 Unicorn Comment Guard Examples.
Web Chat Examples #8: Get More Reviews
Did you know you could use chatbots to get more 5-star reviews? Well, you can, and it’s important to do so:
- 90% of customers say they read reviews before visiting a business.
- 72% of customers say positive reviews make them trust a local business more.
- 31% of customers say they’ll spend more with a local business with excellent reviews.
Using MobileMonkey, you can put a chatbots to work inviting customers to give feedback. Then, extend a special invitation to leave a review whenever someone tells you they’ve had a 5-star experience.
Here’s a web chat example of how to get more reviews that you can try out for yourself here.
See how to create a chatbot to get more reviews in our step-by-step guide. You should be able to make your review generating bot in about 30min using MobileMonkey.
Web Chat Examples #9: Run a Facebook Giveaway
Giveaways and contests naturally have the ability to go viral.
Running a Facebook giveaway is also an opportunity for lots of innovative ideas. That’s because you can get creative with the rewards, prizes, and incentives you decide to offer.
Keep in mind that it’s important to focus on aligning rewards with your brand and the giveaway you’re running. Giving away an Amazon gift card only provides an incentive to get a gift card, which has nothing to do with your brand. Instead, the prizes you giveaway should be things that your target audience would like to receive.
Viral marketing giveaway example
This web chat example is one the easiest ways to get many new leads and opt-ins quickly. In fact, there’s probably no better way to get people to opt-in to your marketing campaings than running a giveaway.
What’s amazing, is that if you take the time to organize a giveaway, you can cut your cost per lead by 10X when compared to the average Facebook ad campaign.
Check out this example of a giveaway that went viral:
Step 1: Imagine you’re trying to sell a muscle growth supplement in Australia.
A good attention grabber might be to find the best bodybuilding conference. Here’s one in Australia: The Arnold Sports Festival Australia.
Step 2: Choose the most awesome tickets you can afford for the campaign and do a giveaway.
Here, the cost was $995 for the tickets, which include a photo with Arnold himself!
Step 3: Start blasting out Facebook ads – “Meet Arnold for your own photoshoot! Tag your gym buddies to enter!”
To take this campaign to the next level, tell entrants they can enter as many times as they want. All they need to do is tag a friend on Facebook in the comments.
One tag = one entry.
This tagging will greatly increase the chances of the giveaway going viral.
Step 4: Finally, use an omnichannel chatbot like MobileMonkey to send each commenter one sentence:
“To confirm your entrance into the Arnold Sports Festival Australia giveaway, please click ‘Confirm.”
When audience members opt-in to the giveaway, you can message them all you want.
Take a look at our video and step-by-step guide on how to run a Facebook giveaway using MobileMonkey.
Web Chat Examples #10: Drip Marketing Campaign
Drip marketing campaigns are a series of messages that educate people about your brand or nurture them along the customer journey.
They are traditionally executed via email, but there’s been an exciting new development in the world of marketing automation.
Modern marketers have found two-way messaging platforms like SMS and Facebook Messenger are more personal, engaging, interactive, and develop more loyal customers.
So why are drip campaigns so useful?
Drip campaigns give marketers and businesses the ability to build a relationship with leads and customers.
This is really important in marketing when you’re first interacting with a new prospect or a new lead because that means that they’re in a “consideration” phase.
They’re thinking about you, they’re thinking about your industry and it gives you a really great opportunity to capitalize on that timing and make sure that your brand is top of mind for the next few hours, days or weeks – however long your consideration process tends to be for your industry.
It’s also important to educate your audience so you can build trust. If you tell your customers things they don’t already know, you’re demonstrating that you’re an expert in the field.
It also means that you can use these conversations to learn more about what your consumers actually want. Ask questions to give you the data for how to segment an audience.
That’s an especially useful aspect of messaging drip campaigns as opposed to email, which can be less interactive (check out our email capture chatbot too).
Check out our full tutorial and video on how to run a drip campaign in 8 steps on any marketing channel, including SMS drip campaigns and Facebook Messenger drip campaigns.
Web Chat Examples #11: Boost a Post on Facebook
For our last brilliant web chat example, here’s a video of Facebook marketing legend Dennis Yu, founder of digital agency BlitzMetrics, to share how to boost a post on Facebook using his infamous dollar-a-day strategy in this video tutorial.
Check out our full guide on how to boost a post on Facebook where we cover:
- Goal-setting and what kind of results to expect
- How to capture leads from boosted posts
- Measuring the success of boosted posts
- How much do boosted posts cost, and of course
- A walk-through of the exact steps to boost a post on Facebook
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Important Next Steps
- Create your own automated sales funnel today in MobileMonkey. Get started for free today.
- Talk and learn about chatbots with other enthusiasts. Join MobileMonkey Island, our Facebook group of 40K marketers and entrepreneurs who are ready to support you.
- Advance your marketing performance with Chatbot University, a free chatbot tutorial and training area for chat marketers.
Frequently Asked Questions about Web Chat Examples
Q: What is an example of web chat?
A: Web chat is the process of communicating with someone directly through a computer or mobile device in real-time from a placement of the chat on a website.
For example, a business can configure a chat window on the pages of its website. This allows the customer to speak directly with the brand immediately.
Q: What are some benefits of using web chat?
A: There are many benefits to using web chat, including:
- Customers can communicate with you in real-time, which allows for a more personalized and engaging experience.
- Customers can get support around the clock, which is ideal for businesses that operate internationally or have different time zones. You can auto-generate replies during closed business hours that can assist the customer. In addition, you can request the customer’s email or phone number to get back to them immediately once your store hours open.
- Webchat increases sales by enabling you to chat with customers and answer any questions they might have about your product or service.
- An improved customer experience can be achieved by offering web chat, as customers can get help as soon as possible. As a result, loyal customers will spread the word about an excellent experience.
Q: What is the difference between web chat and live chat?
A: The main difference between web chat and live chat is that web chat is chat on a website and live chat is any channel of customer messaging where the interaction from the business is performed by a live person.
Live chat between a customer and a live business representative may happen through a web chat experience. Live chat may also happen on another messaging channel including Instagram, SMS or text messaging, Facebook Messenger, WhatsApp, Telegram, and more.
Web chat between a customer and a business always happens through a website chat interface, whether the business response happens through a live representative or automated chat software or a combination of both.
Q: What are some good web chat samples I may utilize?
A: Here are the top web chat examples for businesses – all of these business use cases can be solved with web chat:
- Live chat that is proactive
- Lead qualification
- Create a sales chatbot
- Ads on Facebook Messenger
- Text messages in bulk
- Text-Opt-In Campaign
- App for Facebook autoresponders
- Get More Reviews
- Giveaway on Facebook
- Marketing drip campaign
- Boost a Facebook post
Q: What software do I need to use web chat?
A: In order to use web chat, you will need a chat platform that is connected to your website.
There are many platforms available, both free and paid, with different features and benefits.
A business can configure web chat using MobileMonkey, which is a flexible and powerful tool. With OmniChat™ technology by MobileMonkey, you can instantly talk to customers across multiple channels, whether that’s your website, SMS text messages, or the messaging apps they already use.
The option to access live chat software tools on various marketing channels from a single unified inbox is a game-changer that only the best chatbot technology can provide.
Q: What is OmniChat™ by MobileMonkey?
A: Marketers may use OmniChat™ to start and manage conversations and automations across multiple messaging apps.
MobileMonkey’s automated customer service campaigns and chat campaigns work across:
- Using web chat
- Messenger on Facebook
OmniChat has a multi-channel chat inbox and advanced customer care features such as:
- Integrated inbox for Instagram, Facebook Messenger, SMS, and native web chat
- Notifications of follow-up convos automatically
- Real-time agent assignment
- Automating follow-up chat campaigns by tagging contacts
The MobileMonkey mobile chat app for iOS and Android offers businesses the ability to chat with customers in the messaging apps they already use and respond to conversations across chat apps from a unified inbox.
Q: What devices can I use to chat with customers?
A: The business that deploys webchat can respond to users chatting on the website from the MobileMonkey web app on their computer or the MobileMonkey mobile app from their mobile device.
Q: What are best practices when using web chat?
A: To ensure your web chat experience with customers is successful, here are a few tips to keep in mind with web chat:
- Speak naturally
You don’t want to come off and sound like a robot so ensure your employees are trained on responses to your customers.
Training is key to get the customer to convert quickly and not waste company time or the customers time.
Also, if you are using an automated chat bot for select pages or products and services, be sure your automated responses are more genuine and engaging.
- Be selective where you place on your site
If you’re just testing out chat and not sure if it will work for your business, test it on a few main pages that you believe could garner more engagement and conversions.
Keep in mind also, live chat can become overwhelming if your business is not equipped to handle mass communication. If your bandwidth is tight, I recommend finding those pages on your site that need a little boost to create that conversion and start there.
- Don’t delay a response
It’s live chat… thus, meaning you are chatting live with a customer and your response should be immediate.
If it’s outside of business hours, you can set your live chat to create a form submission for the customer where they can ask their question and provide a call back phone number or an email for you to get back to them by the next business day.
- Continuously optimize the web chat experience
Learn how your customers are interacting with chat. Are there frequent questions being asked? If so, maybe you need to create more information on a specific page or create an entirely new page you didn’t even think you needed.
If you’re getting a lot of requests after business hours from another time zone, consider hiring a few people from that time zone to cover the time difference and let your customers know you’re there for them always.
There you have it! Eleven web chat examples that you can use today! By utilizing any or all of these web chat examples, your business will be able to connect with customers in the messaging apps they already use, build campaigns once that work on many popular messaging apps, and respond to conversations across chat apps from a unified inbox. With seamless customer service experiences, you’re sure to see your customer base grow in no time.
Q: Are there any customer service chat tools that I should be leveraging to increase leads, sales, and provide 5-star customer service?
A: Yes! We’re glad you asked…
Let’s take a look at some chat tools that will be extremely useful for your business.
1. Be prepared to accept messages on all customer channels.
Provide an on-site native web chat that adapts to the client’s preferred messaging channel and responds promptly to customer messages.
2. Make your chat inbox more efficient
More conversations start when customers are able to use the chat app that is already installed on their phone. Customers who use live chat during their customer journey generate more revenue downstream.
3. Align chat menus with customer journeys
View the various types of consumers who visit your website. Include page-specific chat widgets on your web pages to help visitors find the information they need.
4. Provide instant answers to FAQs
In chat, customers don’t need to talk to someone to get an answer.
It will be possible for customers to resolve their problems without ever contacting a live agent. Answers to FAQs can be programmed into your bot so that it can take over and handle them.
5. Include interactive forms in chat
Lead generation by live chat involves utilizing the interactivity and high-engagement of messaging to increase followers, signups, and opt-ins.
To increase conversions on your sign-up forms, consider using interactive chat forms.
6. Inform agents of takeovers in live chat
To alert agents when to take over live chat, set up smart notifications in email, mobile apps, and browsers. You need timely live chat takeovers and hot lead alerts for your live agents to close more sales.
7. Use a mobile chat application to respond to customers
Using the live chat mobile app for Android and iOS, you can respond to customers wherever you are.
With MobileMonkey live chat mobile app, you can respond from your phone any time, anywhere.
8. Opt-in to receive ongoing messages
Increase your subscriber count! Offer ongoing marketing communications through real-time messaging channels such as Messenger and SMS.
If you use MobileMonkey chatbots for text message marketing, you can use an SMS keyword to opt-in customers for future text message communication.
9. Surveys that are automatically generated
Automate customer satisfaction surveys by setting up drip messages.
Using drip campaigns, you can automatically communicate with customers based on triggers, such as when a new contact becomes a member. As soon as the customer has been active for a while, you can send them a welcome note and an offer.
10. Integrate your marketing technology
Your CRM (customer relationship management), ESP (email service provider), training and webinar platforms, and other digital marketing technologies can automatically connect opt-ins, signups, and leads from messaging channels.
Q: What skills should web chat agents possess?
A: You’ve set up webchat on your website and things are flowing great with automated chat, messages, etc. But you still need to have a handful of staff on standby as customers need live web chat support.
Some important factors to consider for web chat agents should include:
- Excellent customer service skills
- Having the ability to type quickly
- Be quick to respond and think
- Ability to control the conversation and empathize with the customer
- Develop a 1:1 relationship with the customer to build trust and loyalty
- Patience and understanding
- Adaptable and quick to learn in any situation
- Bonus: You can never go wrong with a good sense of humor
Q: What are some ways I can set up triggers in web chat to pass the request to a live chat agent?
A: A chatbot is a piece of software that can automate processes in order to make your company’s workflow more efficient and save time and money at the same time.
Here are a few scenarios that call for bot-to-human handoff:
Scenario 1: Timely
When a consumer needs access to information from their insurance provider as quickly as possible, it might not be best to engage with a chatbot over a human agent.
Scenario 2: High complexity
Chatbots can only be as smart as the human who programs them.
The chatbot can then try to understand the user’s intent. However, this can lead to frustration and unanswered questions.
It is better for a chatbot to be able to recognize when it has reached the end of its capabilities and suggest an alternative.
Scenario #3: Personal preference
Chat bots are not suitable for everyone. Provide your customers with easy access to live agents so that their preferences are always top of mind.
The customer can direct the progress of the chat funnel using option menus in chatbot dialogues.
Scenario #4: Hot prospects
These are people who have expressed interest in what you offer and may be interested in what you offer. You should try to keep these people on your website if possible since they have expressed an interest. Leads can lead to a potential customer; therefore, you should keep these users around if they visit your site or use another chat channel.
Q: How can I handle bot-to-human handoffs?
A: 3 ways will help guide you to implement bot-to-human handoff:
- Alert via email
With email alerts, you can program the bot to detect when a user needs or requests a live human agent. The alerts are triggered according to your preferences.
The result is that you will receive an email when your web chatbot reaches a certain point in a conversation with a user.
2. Live inbox
MobileMonkey’s live inbox lets a user view any Facebook conversation happening on their page.
Any of these conversations can be accessed directly from your inbox.
3. A mobile app with a unified chatbot inbox
In the multi-channel chat inbox, all of your website chat, Facebook, SMS, and Instagram chat messages will be displayed.
All of your MobileMonkey bots can be viewed from the unified chatbot inbox in the mobile app.
Handoffs between bots and people are conducted for a variety of reasons, including user preference, important issues, and burning leads.
You need a solid customer support program. Your firm would be considered a leader in client success if every client issue was resolved quickly and easily.
See all the tools in MobileMonkey’s multi-channel chatbot platform by getting started with MobileMonkey for free.