Visitor Segmentation

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.

Define Visitor Segments

You have great flexibility in defining your visitor segments. Visitor data that can be used to set up the conditions include:

  • Geographic info – Country/Region, State/Province, City, Time Zone, Language
  • Behavioral info – Current Page URL, Landing Page URL, Chat Requesting Page URL, Visit times, Chat times
  • Source info – Referrer URL, Search Engine, Search Keywords
  • Custom info – Custom Fields in your pre-chat/post-chat/offline message forms, Custom Variables read from your website
define a visitor segment

Visitor Segments in Agent Console

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.

visitor segment in agent console

Notifications to Operators/Departments

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 notification

Filter Chats/Messages with Visitor Segments

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.

visitor segment as filter in history

Prioritize Visitor Segments

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.

visitor segment priority

Introducing Visitor Segmentation: Gain Insights into Your Visitor Base in Real Time

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

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Want to learn more about how this feature can meet your specific business needs? Schedule a 15-minute free consultation with us. One of our product specialists will call you back.