Live chat software is the only online customer service tool which provides you real-time data about your web-traffic.
You want to know whether he is first time visiting your site, or he is a returning visitor, so you will use different approach when chatting with him. By monitoring his navigation through the website you can see what his preferences are, what he is interested in, etc. Also, the built in geo location system allows operators to find out which country the visitors are coming from and finally, track their “footprints” during their browsing session.
The tracking system allows you to gather visitors’ IP address, host, resolution and browser configuration. You can also see how the visitors entered the site: through which page and the referrer, and in addition to that, the keywords they typrd in to find you.
This data will help you to optimize your search marketing campaigns and take the most of them. If it is a returning visitor, the system will show how many times he has visited the website, and number of chats he had during his visits.
A "proactive" chat request is the ability for a company representative to invite a web site visitor into chat without the visitor performing any action.
The operator is a one click away from initiating chat to the selected visitor from the monitoring pane. Clicking the “Invite” button the operator will instantly initiate proactive chat window.
The live chat can be used as a successful sales tool, too. By using proactive chat, the operator can engage the visitor in conversation and use various sales techniques during the chat