As
a live chat service provider, we saw many of our customers missing out on the
opportunity to add direct messenger links to their websites and see additional
details about their customers and improve the quality of their customer
service. Direct links to Messenger, although they allow customers to chat with
the company, do not have the ability to pass any information from the visitor's
browser.
While
we know that some live chat tools available on the market today do not have
this feature, that is why some of our customers are not expecting to see this
functionality, we encourage our customers to use chat Let's try. Tools to its
fullest potential and ensure that they reap the benefits that real-time
monitoring provides.
How to enable real-time visitor monitoring in your chat console?
There
is no special button to enable real-time monitoring in your chat console. If
you are using the correct chat code, the visitor details will be automatically
passed in the Visitors tab of your operator console.
So
which code is correct? If you log into your account control panel at www.duvim.com
and follow the My Account -> Chat Button Code page, you will find many chat
codes available on that page. All scripts support the code monitoring feature.
For
a fast start, we suggest using a fully featured chat button code, marked as
recommended. The code gives its name and if you add it to your website, you
don't need anything else. All features available within the software are
supported by this code.
However,
for your information, you may note that the text chat link code, graphics chat
button code with different images on different site pages, hidden code for
visitor monitoring and passing information code is also used for tracking
feature. stands by. In some cases you may have to use one of these codes.
If
you want to track all the pages of your website, a script chat code has to be
added to all your website pages. Alternatively, you can add code to your
header, footer or any other part of your website, which is common to all pages.
If
you want to show chat buttons only on one or a few pages, but want to track the
entire website, then you need to use a combination of recommended fully
featured chat button codes (on pages where you can Chat button) and will be added
to the hidden code (on the rest of the pages you want to monitor) for visitor
monitoring.
What information about the customer provides real-time monitoring?
With
real-time monitoring enabled, the following details will be available to the
chat support agent in his / her operator console: visitor's location, IP
address, browser, operating system, current page, referrer, duration of stay on
your website, number of hits. , Navigation history, user's local time, ISP and
host.
The
real-time monitoring feature allows you to view the geographic distribution of
your website visitors on a world map (screenshot is below). Red dots on the map
represent current visitors.
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If
the red dot (visitor) is operational in green, it means that your customer is
navigating to another page. Users with whom you chat are placed in brackets of
different colors depending on their position: a green bracket means that you
are chatting with the user in the current room; A red one - you have a chat
with this user who is opened in another room; A gray bracket indicates that
this user has a chat with one of the other online operators. New visitors to
your site are marked with a blue sign "New".
Real-time
visitor monitoring additionally allows you to provide any details from your
website to the operator console. This can be achieved using our passing code
available on the chat button code page in our account control panel. You can
find detailed instructions on using this code in our blog post "How to
pass additional visitors from your website to the operator console". The
information passed in this way will be displayed in the Custom Fields column of
the Visitors tab.
What benefits does real-time monitoring provide to a company?
More Efficient Customer Service
Understanding
where the customer is calling from, looking at the details of their membership
or any other additional information provided by the visitor before the chat
page, how they can help the support agent prepare for the chat and provide more
qualified support Helps in . They can pull the required files or view their
help notes, come up with more personal greetings and contact each question and
issue individually based on information about the customer.
Less Customer Interaction
More
efficiency in accessing customer information, enables chat agents to have
faster support. When the customer has a clear understanding of the question,
the agent can give an accurate answer and it takes less time to solve the
customer's problem. Short-service interactions in their turn, as customer service
has changed to lower costs.
More Possibilities For Active Engagement
Information
about new visitors entering the website, empowered by real-time monitoring,
allows chat agents to send active invitations to those customers on the spot.
Additionally, when the agent sees which page the customer is viewing, what
other pages he or she has viewed, the details of the customer's membership or
the history of interaction with your site, it will send them more personalized
invitations and positive feedback.
Does
your live chat support tool have real-time visitor monitoring and are you using it? We
hope that our article has given you some insight on the benefits and uses of
this feature and that you will be inspired to use it in your chat support and
improve the quality of your customer service.
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