What Live Chat Can Tell About Your Customers

How well do you know your customers? Which persona are they? What are their preferences? What are their pain points? What do they expect from you? What entices them to buy? What makes them stick to your brand and not others?

You can go on and on with this long list of questions. But for your marketing efforts to not go to waste, the ultimate thing you should ask yourself is, Am I targeting the right ones?

If I told you there is a way to not only gather information about your customers, but also see if you are attracting the right traffic or not, what would you say? Incredible, isn’t it?

With live chat, you can monitor your visitors in real time and watch their activities when they move around your site. In fact, there are 6 incredible things live chat can tell about your customers.

Let’s find out.


1. Where do they come from?

From the live chat dashboard you can easily tell what leads people to your site. Is it from the search engine, referral links, direct links or an adwords campaign? This helps you allocate your marketing budget to focus on sources that drive better leads. You will learn whether to spend more on Google Adwords, Facebook Ads or other acquisition tools and techniques that show positive results.

You can also see your visitor’s geographical location from the monitor screen (country, region, city). This helps define your targeted market and segment your visitors to serve them better. How about greeting your customers in their languages or offering them deals on their local holidays and make them feel more special?

2. Which device are they on?

laptop-731904_640 Live chat gives you an eye on your customer device specifications, including their operating system (Linux, Mac OS, Windows, etc), browser type and version (Firefox, Chrome, Safari, etc) and screen resolution (wide or collapsed screen).

You should make sure your site runs well on most major systems and your your web interface doesn’t corrupt on certain browsers or devices. The goal is to go all out looking stunning no matter what device your customers are using. Not to mention, if you see a dominating number of users browsing on mobile, it’s time to enhance your mobile marketing efforts.

3. Are they first-time visitors or returning customers?

By their last visit date/time, you can tell which one is new or returning customer. These two types need different kind of approach and support. As for a new prospect, the goal is to convert them into a buyer. Therefore, more sales efforts should be put into the chat conversation.

Meanwhile, a current client care more about their issue got resolved quickly. Chat agent should only mention upsell/ cross-sell offers or other loyalty programs when customers are totally happy with the resolution.

Observing the ratio of new to repeat customers will also help gauge the success your acquisition vs retention efforts and find room for improvements.

4. Are they active or idle visitors?


Active visitors move around your site and browse through the pages while idle ones do nothing. They visit your site then leave to check in other tabs and don’t come back after a while. Don’t just pay attention to those “moving” visitors only and neglect the “paralyzed” ones. It’s your chance to reach out to them proactively and offer some help.

There are many reasons for people to stay idle on your site. They may be comparing prices on other stores, googling for further information or looking for some good social proof. When someone seems to be “immobile” on your site for too long, fire a chat invitation to engage them into a conversation.

This type of proactive chat can be done manually or automatically through triggers. Once you get out there and talk to them, make sure you ask for their problem and be helpful with the answer before attempting any selling technique.

5. What are they doing on your site?

Real-time monitoring in live chat gives you an incredible tool to keep an eye on your visitors. It tracks their real-time activities on the site and brings you precious data including, how long the customer has been looking around the site, what their navigation history looks like, which page they are viewing and the number of pages they have visited, etc.

Those data help indicate which place should get improved on your site. For instance, a short time on site means a high bounce rate. You may be attracting the wrong traffic or your acquisition tools and techniques are not working their best. And when the number of pages viewed is small, it could suggest the poor engagement or irrelevant content on your site. You may be targeting the wrong keywords or implementing a bad back-link strategy.

6. What are their preferences?

keys-264595_640Knowing your customers’ preferences is the best way to their heart. It gives you an idea of how and when you should approach them.

Live chat shows your visitors’ activities on site, their browsing history, previous chats and whether they are old or new customers. From those data, you can have some insights into their preferences, whether they are up for support or sales service and learn how to serve them accordingly.

This helps build customers’ profiles and personalize your service to each client. Who wouldn’t want a brand that addresses them personally and tends to their specific needs?

The more you know about your customers, the more it helps define a successful marketing strategy. Are you sure you know your customers well enough? Try Subiz live chat today to find out.

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