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 Agent Console. 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 segment information.
You have great flexibility in defining your visitor segments. Visitor data that can be used to set up the conditions include:
The visitor segment info is displayed as a column in your Visitors tab and visitor segments are represented by different colors. When a visitor’s segments change, the color blocks change accordingly. This way, you can quickly get the real-time visitor segment update by a glance and take whatever actions needed as soon as possible.
Move your mouse onto the color blocks and you can see the names of these segments just in case you cannot remember which color represents which segment.
In addition, a visitor’s segment(s) will also be displayed in My Chats tab in details.
You can set up notifications for each visitor segment to inform designated operators or departments when there is a visitor with the segment online so that they can follow up on the visitor immediately when necessary.
There are both visual popup and audio notification. Operators can turn them off in their Agent Console, though.
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.
You can create as many visitor segments as you need and prioritize them based on your business scenarios. 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.
This post introduces the background in which the Visitor Segmentation feature is developed and the benefits and capabilities this feature can bring to you.Read the Full Article