As your sales representatives wait for enquiries to come their way, whether this is a phone call, live chat or email etc. Visitors can be present on your website without anyone knowing they are there, until they are ready to make a move.
In many small shops / premises a bell will go off when a customer opens the door or crosses the threshold, alerting the representative to their presence. So why are many organisations going in blind when it comes to their website visitors?
Building up a customer profile through a live chat system when an individual has interacted with your website can identify and alert your agents to any hot prospects browsing in real-time.
What Good Does Being Alerted to their Presence do?
It allows your representatives to send invitations in real-time for the visitor to join them in a live chat session. Enabling advisors to answer any questions the individual has and gives them the opportunity to up or cross sell when appropriate.
If the visitor doesn’t interact with the company during their visit, the organisation’s agents will know who they are. With this information they are able to be proactive and contact them to see if they found everything they were looking for and/or if they need any help etc.
The data will also be available to analyse, allowing sale cycle trends to be identified, helping marketers to focus their activities.
Overall, knowing who is on your site can help a company tailor their customer service approach and increase their sales.
Why Should you Monitor the Pages they View?
Patterns may emerge for consumers about to make a purchase as they may visit a series of pages before committing. A live chat system can be used to highlight these key pages allowing agents and analysts to see at a glance who is a potential buyer.
Once a customer has made a purchase, some live chat systems will track the conversion recording:
- The date/time the conversion occurred
- Prospect details (name/country)
- Origin
- Visitor ID
- Value
- Order Reference
- Credited operator
They can also record conversions as a brochure/document download, contact form completion or any other website that results in the visitor entering their contact details. This allows organisations to increase their lead generation rates.
If a visitor starts a chat at any point during their visit the agent will be able to identify what activities (pages viewed, declined proactive invitation, conversion made etc.) the individual has completed. This enables the advisor to see a full picture of their browsing session (on the current website) and any previous chats/history details that are stored, which can help personalise their conversation.
Knowing the people who browse your website can shape how your organisation interacts with the individuals, helping to boost lead and sales. For more information take a look at our website.
The post Who’s on your Website: Build up your Visitor’s Profile appeared first on Tech Blog: Tech Blazes.