Understanding Who's On
When referring to websites, we often use terms like "virtual storefront" and "shopping
cart" to describe the way customers interact with our sites and our business in general. But
real brick and mortar businesses have an advantage over online businesses in that
they can see what customers are doing in real-time as they interact with store displays, products and employees. In these real stores, service people can see when a customer is confused
by options, answer questions and provide advice quickly, and assist with
the final transaction in the "now." Previously, internet businesses have only had
analytics to tell them about such interactions in the virtual world. Web analytics - although
exceptionally useful - usually only tell you what has happened in the past, perhaps
after the customer has already left your site. Who's On has been created to bring
the advantages of real-time customer interactions to the online environment.
The Virtual Shop
Think of Who's On as real-time analytics, where employees/service agents can see
a customer's progress through the site, regardless of whether that customer is only finding information
or proceeding though the sales path to a completed transaction. The Who's On features
in SmarterTrack allow you to virtually follow that customer from page to page, seeing
where they spend the most time and what pages they go back to. It also allows you to
notice and report on dozens of items about that customer.
Use with Live Chat to Increase Sales
When used with SmarterTrack's included live chat feature, Who's On can help increase conversions and expedite customer service. Imagine that an agent notices
a customer returning again and again to a specific page on the site. This could indicate
that they need more information on that topic or are not finding what they are looking
for. Agents can "virtually approach" these customers and offer help, additional
resources and advice. If a potential customer is "stuck" on an ordering page, agents
can assist in the finalizing of the transaction in a friendly, unobtrusive way.
To learn how to incorporate Who's On into your website, refer to the KB article
Configure Who's On to Track Visitors on your Company's
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