What is Visitor Monitoring?

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:

• Has the visitor been onsite before?
• How did they arrive? (Including search engine keyword reporting)
• Landing page
• Geographic information
• Time on site
• Current URL
• And more...

What About Google Analytics?

The most obvious difference is that Google Analytics does not provide data in real time. BoldChat visitor monitoring 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, visitor monitoring 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.

Conversion Tracking

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.

Manual Invitations

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.

Proactive Rules

The data collected from the visitor monitoring 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:

• Search engine terms used to arrive on site
• First time vs. repeat visitors
• Minimum pages viewed
• Time elapsed from previous invitation
• Country
• Current site location
• Previous site location
• Entry URL
• Referring URL
• Minimum time on page
• Minimum time on site
• Plus advanced custom fields and more

Businesses can create as many rule sets as they wish.

Invitation Types

The intelligent invitation engine supports multiple invitation types as follows:

1. Simple graphic
2. Chat form
3. Pre-chat form
4. Mobile versions of all the above. Learn more about mobile invitations.

Depending on the circumstances, one or the other invitation type may yield more impressive take-rates.

Built in Split Testing

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.

Visitor Recapture

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.

Chat Recapture

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.

Chat Opportunity Indicator

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.

• None: During current visit, no chat activity of any kind.
• Blocked: The computer associated with the visit has been blocked by an authorized agent and cannot chat..
• Abandoned Chat: Denotes that the visitor was presented with the pre-chat form, but closed it before the chat began.
• Missed Chat: A chat was attempted on this visit but the visitor was presented instead with the unavailable form.
• In Chat: The visitor is currently engaged in a chat with an agent.
• Had a Chat: During this visit session, the visitor previously engaged in a live engagement with an agent.

Robust Integration

Live chats are a unique breed of communication for three reasons:

1. There's never any doubt about what was said because chat transcripts - including links and images - record the entire communique and store it for future reference.
2. Chats include enriching behind-the-scenes information like referrer and chat launch URLs and geo-IP data.
3. Chats often succeed in capturing lead information like email address, phone number, and more.

The Salesforce integration module offers exactly what you'd expect from BoldChat - incredible control and flexibility, coupled with ease of use.

Create Any Salesforce Object from Chats

From an active or inactive chat, agents can push BoldChat data into any type of Salesforce object - even custom objects.

Once the agent makes a selection, they are presented with a dynamically generated screen including all Salesforce fields.

• Chat agents need not access Salesforce during the chat interaction.
• The chat itself is automatically associated and assigned appropriately within Salesforce.
• Chats are configured as custom objects enabling complete data transfer.
• Custom fields are supported as are required fields.
• The view can be customized so that agents only see the fields that administrators want them to.

Once the object is created, the complete chat history is then visible from within the Salesforce record.