Definition
Visitor tracking is a live chat feature that monitors and records a website visitor’s real-time activities and historical data, such as pages visited, time spent on site, geographical location, and referral source. This information is typically displayed to agents via a Live Visitor View.
Why It Matters
Visitor tracking provides invaluable context to live chat agents, enabling them to offer highly personalized and proactive support. By understanding a visitor’s journey on the website, agents can anticipate their needs, offer relevant product recommendations, and initiate Proactive Messaging at opportune moments. This leads to more efficient and effective interactions, improved Conversion Rates, and a superior User Experience (UX), as customers feel truly understood and assisted without having to repeat information.
Real-Life Use Cases
A sales representative monitors the live visitor tracking dashboard to see which pages potential customers are currently Browse, their geographical location, and their entry source. This real-time insight allows them to initiate targeted proactive chats.
FAQ Section
Visitor tracking monitors and records a website visitor’s real-time and historical activities, like pages visited and time spent on site, visible to agents.
It provides agents with crucial context about the visitor’s journey, enabling them to offer personalized support, anticipate needs, and send Proactive Messaging.
It can collect data on visited pages (Page Targeting), referral sources, geographical location (Country Targeting), and previous interactions, enhancing User Identification.
Yes, Chatway includes robust Visitor Tracking capabilities, providing your agents with a Live Visitor View to deliver context-aware support.