Engage with visitors and convert them to sales.
On its own, visitor tracking software allows businesses to investigate who's on site and see a complete visit history. Visitor monitoring is also the foundation for proactive chat invitations. Conversion tracking helps businesses to draw a bright and measurable line between chat engagements and sales.
By placing a small snippet of code on your website pages, you can see instantly and in real time, who's on your site. Users can customize the view inside the BoldChat interface to include critical information such as:
The most obvious difference is that Google Analytics does not provide data in real time. BoldChat visitor tracking also allows users to view detailed information and pathing on an individual visitor basis while Google Analytics rolls up the data and reports it in an aggregated format.
Finally, and most importantly, website visitor tracking can be acted upon; users can send invitations either manually or automatically to the visitors on their website.
Many Internet businesses depend on Google Analytics for website data and goal tracking. BoldChat can be integrated into Google Analytics allowing firms to see, transparently, the impact live engagements have on conversions.
Proprietary HTML-based conversion tracking mechanism allows firms to set up a wide variety of desired website actions and track them in concert with their website communication operations. Bringing conversion tracking into the live engagement spectrum provides a view unavailable with other website analytics tools; businesses can see which chats lead to sales, which agents have the highest close rates, and other ancillary data which impacts conversions rates.
Two views of conversion data are provided - a grid view which allows at-a-glance performance analysis, and the inclusion of the metrics into the reporting engine. Conversion tracking passes value information and shared agent data enabling accurate commissioning of agents.
For an introduction and basic definition of proactive chat, please visit the Chat features section. Here we concentrate on how proactive chat technology works and the choices available inside of the BoldChat system
Perfect for smaller, less trafficked websites, manual invites let the agent target an individual visitor and then issue an invitation to chat with a single click. From the visitor monitoring grid, the agent will be able to see rich data about who's on site. This data includes geographic information (country, state, and city), the keywords the visitor used to arrive on site, elapsed time on site, reverse IP, and more.
The data collected from the visitor tracking feature is utilized in the creation of invitation rules. Different rules can be created to target specific types of buyers, specific areas of the website, and specific locations in the sales funnel.
The rules trigger one or more invitations and fire dependent on agent availability. Rules can be built with any combination of supported visitor data including:
Businesses can create as many rule sets as they wish.
The intelligent invitation engine supports multiple invitation types as follows:
Depending on the circumstances, one or the other invitation type may yield more impressive take-rates.
The proactive rules engine includes the unique ability to automatically A/B test one proactive invitation against another. Similar in theory to the way many businesses approach their pay-per-click campaigns, this feature of the invite engine will automatically calculate the acceptance rate for each invite to a 95% confidence interval.
Users of live chat overwhelmingly report that chatters convert at much higher rates than regular website visitors. Sale Recovery™ technology was created to maximize every chat opportunity in order to drive the highest engagement rates possible.
When agents are unavailable (due to business hours or spikes in chat volume), visitors clicking on the chat button are unable to make real-time contact with a website representative. This high-intent action by the visitor forms the basis for one of the functions offered as part of BoldChat's Sale Recovery™ technology. If the visitor remains on-site when an agent does become available, the application proactively informs the agent. If the agent says yes, the visitor is sent a special chat invitation. The interface includes a gallery of these invitations with more than a dozen choices.
Visitors clicking on the chat button during periods of chat agent unavailability normally receive an apologetic message along with a form to send an email communication. When visitors fill out this form (which 23% on average do), they are taking another action which further classifies them as a qualified prospect.
Another function of our Sale Recovery™ technology is the ability to recapture this highly valuable opportunity. If an agent becomes available as the visitor is filling out the form, the BoldChat system can inform the visitor and change the unavailable form dynamically into a live chat session.
In the real-time visitor monitoring grid, a column quickly indicates the chat status of all visitors. Six statuses are possible so at a glance, businesses can find missed opportunities and react to them with their own business processes.