Live Web Monitoring Solutions

Imagine for a second that your website is a traditional store. Imagine if you did not actually know when someone came into your store. Even worse, imagine that the visitor to your store could not actually get help from a store assistant when they needed it.
This is exactly what is happening with most websites today. Website owners have no way of knowing who is visiting their website at this moment. Traditional web analytics solutions give you great looking reports at the end of the day or month - but don't tell you what is going on right now - and don't let you interact with your visitors whilst they are still on your site.

Our solution lets you watch your website visitors as they enter your site. It will even attach a name tag to each visitor telling you how they found your site and what they are looking for. You, as the business owner, can then interact with your visitors and ask them if they need assistance, just like a real store. Visitors can ask for assistance themselves, when they need it. The visitor will see from your 'click to chat' link that real people are behind the business and so are more likely to purchase.

This solution will benefit not just store front web sites, but any web site that interacts with its visitors. It is used by all sorts of organizations, large and small including: Ecommerce sites, Universities, Real Estate, Automotive, Government Agencies, Recruitment... and many more.

Watch Your Web Site Visitor Activity In Real Time

Live Web Statistics

Our solution gives you a real time display of your web site visitor activity. Watch up to the second, live statistics as visitors arrive at your site and move from page to page. Select the visitors referrer and instantly see how they arrived at your site, and how often they've been on your site before.

The software can make a sound or display a popup when new visitors arrive. You can setup live statistics monitoring for multiple web sites and use the Client to view live statistics remotely from any PC, even without the client software, in real-time from a web browser! Yes, it even has a Web Access feature allowing you to view your web server live statistics from any browser.

Being able to watch visitor activity in real time enables you to make quick changes to your web site and instantly see how visitors react.

Whilst providing live stats, the solution also updates a Database of traffic history and provides detailed web analytics reporting. Over 75 web site statistics and web analytics reports are included and you can create your own using standard queries.

This solution gives you a much clearer view of your web site's popularity than traditional web analytics. It tracks only visitors (not page or graphic file 'hits'). It displays visiting spiders separately. You can also exclude certain visitors (for example, yourself). The end-result is a real-time view of your site's 'actual' visitors.

Live Visitor Engaging

You can also enable your web site visitors to request live chat sessions at any time whilst they are on your site. It also allows you to take this a stage further and proactivly engage visitors.

Operators (you or your staff) can send visitors proactive 'invite' messages, asking them if they need assistance. These appear to the visitor as a moving image that floats across their browser screen. The visitor can choose to accept the invitation and start a live chat session. Invites are NOT popups, so will not get blocked by the visitors popup blocker or other security software. They are simply part of your existing page that becomes visible when you send an invite request.

Invite messages can be custom graphic files, or text-based messages. The text you send can be specific to each visitor too so that it is sensitive to where they have been, what they were looking at, and what they might need!

Automated Invite Requests

The solution can also send automatic invite requests when certain pre-defined conditions are met (such as when the visitor views a set of key pages, or uses certain keywords, or is from a specific geographical location).

This enables the solution to work on your behalf - detecting prospects and initiating converations.

Provide Live Chat for Sales & Support

Add secure live visitor chat to your website. Let visitors communicate with you as they browse. Increase sales and improve customer support.

It enables you to add live help and live chat to your web site. This allows visitors on your web site to chat to operators within your organisation in real time - as they are browsing. Use the solution to watch your web site visitor activity in real time and interact with your visitors by providing live web chat, live help and live person to person assistance directly on/in your website.

Providing live chat on your site gives you two important competitive advantages:

1. Visitors can see that REAL people are behind the company. Even if a visitor chooses not to chat to you – the fact that they can see that you are ready and waiting will give them added confidence to do business with you.

2. Providing live chat directly on your web site is the quickest way for your visitors to get information they need about your products or services. This will increase sales and improve customer support.

Feature set:

• Secure chat, works in all browsers.
• Visitor does not need to download anything or install any plugins.
• Multi-channel invites.
• Themeable chat window.
• Fully customizable pre & post chat surveys.
• Push pages to the visitor.
• Push files to the visitor (PDF files, Documents, Video etc).
• Visitor can request the chat transcript to be emailed to them.
• Visitor can leave a message if no operators are available.
• Department specific or operator specific chat requests.
• Option for visitor to pre-select department or operator they wish to chat to.
• Popup and audible alerts when new visitors arrive at your site.
• Popup, audible, email or SMS alerts when visitors want to chat.
• Round-robin, all available or rule based operator chat requests.
• Waiting messages can be sent to the visitor if operators are slow to respond.
• Multi-language support for chat window, including English, French, Spanish, German, Italian, Dutch, Portuguese, Arabic, Chinese, Japanese, Korean & Russian.
• Real time translation option available.
• View the visitors complete visit detail and previous visits whilst chatting.
• View previous chat transcripts whilst chatting.
• Co-Browsing.
• Transfer chats to another operator or department.
• Operator-to-operator chat.
• Operator-to-operator training mode.
• Operator access rights & activity monitoring.
• Built-in spell checker.
• Canned responses.
• Unlimited number of concurrent chat sessions per operator
• Store chat transcripts for future reference with full text search options.
• Operator response times are stored for operator performance reporting.
• 'Visitor is typing' and 'Operator is typing' feedback messages.
• Visitor is informed automatically if no operators are on-line.
• Customizable 'available' and 'not available' messages.
• Click-to-call-back feature.
• CRM Integration.
• Knowledgebase Integration.
• Available as a hosted service or self-hosted installable product.
• Operator clients for Windows, Mac & Linux.
• .. and much more

Benefits of Live Chat features on your Web Site
Live Chat Works!

Adding live visitor chat to your website will help increase sales & conversions and improve customer satisfaction and loyalty. Why is this? Well the benefits are on a number of levels.

Live Chat Increased Sales

Increased Confidence
When you visit a website, particularly if you want to purchase something, you like to know that the company is 'real', with real people behind it. Many websites that sell products may look very professional but are in fact a 'virtual' business, with no contact information, run on a part time basis, with no commitment to customer service.

Adding live chat to your site shows to the visitor that you are a genuine business with real people ready and waiting to help.

Even if visitors don't use your live chat facility, the very fact that it is there will increase the visitors confidence in your business, and therefore increase sales.

Live chat is more secure than email, with all WhosOn live chat sessions being protected by SSL. So it's as secure as your checkout pages.

Close The Sale
Most visitors to your website will give up and leave if they cannot find the information they are looking for within a few minutes. Live chat enables the visitor to get the information they need quickly. Visitors prefer to get information via live chat than to hunt around your website reading pages of content. Once in a chat session you can close the sale and transfer the visitor to your order page.

Be Proactive
Just like in a regular store, if you see a customer moving from item to item, not sure which to purchase, you would ask them if they needed assistance and then close the sale. Our solution enables you to do just that from your website. You can watch what visitors are looking at and then send them a 'can we help?' message. The message can be unique to that visitor. If you see a visitor pausing on the checkout process you can ask if they would like to take the order for them. Overall, being proactive with your visitors will increase sales.


Make Your Website Work For YOU
Our solution can watch visitor activity. It can detect when a visitor may potentially become a prospect, based on keywords, pages viewed, location etc, and initiate proactive invite requests ON YOUR BEHALF. This can increase conversions without any additional work from your staff.

Live Chat Improves Customer Support

More Ways For Your Customers To Contact You
Live chat is a convenient, quick and free way for customers to contact you, no matter where they are in the world. Your customers will appreciate this. Customer queries can be resolved much faster than email without worrying if your message got blocked as spam.

Know Your Visitors
Once a visitor has chatted to you, their contact information is recorded against their visitor record in the database. This will show on subsequent visits. You will instantly know when existing customers enter your site. This enables you to be more informal during live chat sessions and therefore further improve customer relations.

Be Up To Speed
When you start chatting to a customer you will have access to all previous live chat sessions and visits at the touch of a button. You can quickly bring yourself up to speed on the customers requirements, even if the customer chatted to someone else.

We use this solution ourselves here on our site. Give it a try, click the option to chat with us at the top of the screen. Hey, but now you know, we are watching you!