Woopra Live Chat Aims for New Surfing Experience
June 5, 2012
We’ve all experienced websites that were impossible to navigate, but a simple customer service chat feature, as discussed in the article, Real-Time Analytics and Live Chat: “Breaking the Virtual Wall” can literally turn your navigation nightmare into a sweet site surfing dream.
Woopra provides a very good example of how real time analytics can help in a live chat customer support environment as:
“Live Chat is significantly more powerful when backed up by real-time customer data that enables you to identify the appropriate moments when a chat request would be welcomed by your website visitor.”
“In addition to the ability to identify the correct moments to initiate a chat, real-time analytics will also give you a good understanding of who you’re chatting with. You’ll have information such as the visitor’s location, history with your website, account information and much more.”
Having a bad experience on a website can ultimately compel you to seek out another site. If there was someone familiar to provide help and answers, then consumers would be less likely to look elsewhere. The use case may be skewed to the larger company, not the smaller outfits, but the point is the same. Woopra’s Live chat, by utilizing analytics can easily end a navigation nightmare and coordinate ease of access for the user. Just imagine if all customer oriented sites provided live chat, we’d all have sweet site surfing dreams.
Jennifer Shockley, June 6, 2012
Sponsored by PolySpot
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