Today in the digital era all that matters is the “data”. There is nothing as important as the data. Collection of this data, in itself is a big task. Live chat, with marvelous features, has this exceptional characteristic too, of providing an additional layer of data to your current tracking and attribution tools.
Live chat delivers:
Referring links: Live chat gives you the link that has pointed the customer to your site. By using this link you can find about your prospective customers interest and may cater their needs, by initiating a proactive communication.
Operating system and device: This introduces you to the operating system and the device which the visitor is using like mobile, tablet or a desktop to view your site. In this case you can always tailor your support in contrast to the technology your customer is comfortable with and tout your products or services.
Active or idle: With live chat you can know whether your customer is moving the cursor or not, i.e currently reading pages or idle.
Time on site: This makes you aware of the time duration for which the visitor is at your site. Had he just move in, then its fine but if he is there at the page for a time being then they could be inquired if they need help.
Number of visits: You can monitor the number of times the visitor is on your site and even if it’s someone new. Repeat visitors may be checking the status of a product or service, which can be an excellent opportunity to start a proactive conversation.
Number of chats: You can also make out whether the visitor has been engaged in the chat for the first time or has received services by your agents before.
Location: The customer IP address, gives you the information of the city and country the customer is chatting from.
With all these relevant information, a valuable data can be derived which could be analyzed by the analyst team to provide and improve customer support as well as customer satisfaction.
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