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What is Visitor Segmentation and how to set it up?

September 7th, 2017 | Settings & Customizations

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.

You can view the segments info in your Agent Console. In addition, the visitor’ segment will be updated in real time per his/her activities on your website so that you can always get the latest segment information.

Step by Step Instructions

  1. Enable Visitor Segmentation

    The Visitor Segmentation feature is disabled by default. First you need to enable it to start creating your visitor segments. Please Log into your Comm100 account, Click on Settings at the left menu, then locate Visitor Segmentation and enable it.

    enable the visitor segmentation feature
  2. 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.

    create a visitor segment
  3. Define Conditions for the Visitor Segment

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

    • Geographic info – Country/Region, State/Province, City, Time Zone, Language
    • Navigational 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 from your website
    visitor segment conditions
  4. Set up Notifications for the Visitor Segment

    You can define if notifications are needed for this visitor segment and choose which operators or departments are to be notified.

    visitor segment notification settings

    There are both visual popup and audio notifications. Please note that operators have the option to turn them off in their Visitor Monitor

    enable visitor segment notification
  5. Create Multiple Visitor Segments and Prioritize

    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.

    visitor segment priority

Visitor Segmentation in Your Live Chat

  1. Visitor Segments in the Visitors Tab

    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.

    visitor segments in visitors list

    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.

  2. Visitor Segments in the My Chats Tab

    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.

    visitor segments in my chats tab
  3. Visitor Segment Notifications

    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 notification
  4. 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