A few weeks ago, one of our customers shared some feedback with us. Overall, they were happy with the software, but they needed help solving an issue related to organizing their chats. Here is the story:
They receive around 6000 visitors a day to their website and used live chat mainly for sales purposes. Their live chat operators were required to go through the visitor list frequently, identify visitors with a greater possibility of conversion and reach out to them proactively with a personalized message.
This strategy worked well for them. They took full advantage of the visitor monitoring feature and the Custom Variable feature offered by Comm100 Live Chat, which gave operators great insight into the status and behavior of the visitors such as if they signed up, if they placed an order, what their account balance is, etc. With these insights, operators have the ability to identify the visitors they want to proactively engage with.
One thing that held them back was, with hundreds of visitors online at the same time, sifting through the visitor list to find target visitors wasn’t a quick task and it could be easy to miss some great opportunities.
After hearing and fully understanding our customers’ needs, we came up with a solution: Why not segment their visitors into different groups based on pre-defined rules and display this information in their Visitor Monitor? This way, they can define rules for the target visitors beforehand based on all the visitor data available and notify designated operators when a target visitor arrives.
They were extremely happy with how well this solution worked. We thought that our other customers could benefit as well, so integrated it into the Comm100 Live Chat platform for everyone to use. This new feature is called Visitor Segmentation and it will be added to the Enterprise edition on the shared platform very soon. So stay tuned.
Let’s take a closer look at Visitor Segmentation: what it does and how to set it up.
Visitor Segmentation enables you to divide your visitors into different segments based on pre-defined rules and keep operators informed of the visitors’ segments in real time. For example, you can create a visitor segment for the VIP clients and have notifications sent to your VIP support team whenever a VIP client arrives.
A new visitor can be in one or more segments per his/her attributes when arriving at your website and you can view the segments right in your Visitor Monitor. In addition, the visitor’ segment(s) will be updated in real time per his/her activities on your website so that you can always get the latest information.
The visitor segment info is displayed as a column in your Visitors tab. You can see from the screenshot below that visitor segments are represented by different colors. When a visitor’s segments change, the color blocks change accordingly. This way you can quickly glance at the visitor segment in real-time and take whatever actions needed as soon as possible.
Hover your mouse cursor over the color coded blocks to view the associated labels of these segments. This helps in case you forget which color represents which segment.
Visitor segments will also be displayed in detail in the My Chats tab . You can see from the screenshot below that each segment is shown in the right hand info area with its color and name.
You can set up notifications to inform designated operators or departments when there are visitors in each segment. They can then immediately follow up and take action with the visitor.
Visitor Segment is added as a filter in the History section to help you quickly find the chats transcripts or offline messages from a specific visitor segment.
The Visitor Segmentation feature is disabled by default. First you need to enable it to start creating your visitor segments. After enabling the feature, you can see the New Visitor Segment button. Click the button and you can create a new visitor segment.
As seen in the last step, you can click the New Visitor Segment button to create a visitor segment. Enable the segment if you want to get it live as soon as you finish the setup, give it a name that can be easily recognized by operators and choose a unique color to represent this segment. You can also add a description for the segment to help you quickly remember what it’s created for in the future.
You have great flexibility in defining your visitor segments. The visitor data that can be used to set up the conditions include:
You can define if notifications are needed for this visitor segment and choose which operators or departments are to be notified.
There are both visual popup and audio notifications. Please note that operators have the option to turn them off in their Visitor Monitor
You can create as many visitor segments as you need by repeating the steps above and prioritize them based on your business needs. The program will match your visitors with these segments following this priority. At most three segments will be displayed for one visitor at the same time. That means if one visitor already matches three segments, the program will stop matching the visitor with segments of lower priority.
Do you think our new Visitor Segmentation feature is a useful addition? Speak with our Enterprise Sales Team to discuss how this feature could help your business.