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Reporting and Analysis
Customer and Prospect Reports
The customer and prospect reports allow you view the number of prospects and returning customers coming to your site over a set period of time as determined by you. This reporting function can assist you in determining the most active and/or least active periods for your website, helping to shape marketing plans.
Top Keyword Report
This report shows the top key words that are being searched in various search engines, that customers are using to enter your site as well as what key words web surfers are using to find you. This is just another one of the many options available to assist you in your marketing efforts.
Top Referrer Report
This report lists the top places people are navigating to your site from, such as Google, Bing, Yahoo, etc... This allows you to see what search engines are sending you the most traffic and which ones you are getting the least from. This is just another tool to help you focus your marketing efforts and budget.
Web Traffic Report
There are over 100 different reports available with this feature, covering every aspect of your web traffic. You can see where you traffic is coming from, reported by features such as keywords, referrers, search engines and you can get the reports covering a specified period of time; daily, weekly, monthly, etc...
Chat Reports
This feature offers a plethora of information. Some of the reports you can obtain include; the number of chats conducted, the number of missed chats and the average wait time of chats. These summaries are based on a set time frame as indicated by you, such as daily, weekly, etc... This can help you track productivity as well as quality and any areas in need of improvement.
Archived Chat Transcripts
All chats are archived. This makes it easy for your associates to reference past customer chats and familiarizes themselves with the customer's history. You will be able to see what the customer purchased, any questions or issues they had, who helped them previously, etc... This information is invaluable in maintaining positive customer relationships.
Chat History Searching
You can search for chat transcripts by the keyword(s) of your choosing. You can search by product, customer name, department, etc...
Operator Chat Monitoring
Read any chat by any operator in order to monitor quality of service. This feature is useful for ongoing quality monitoring as well as training of new associates.
Website Uptime Monitoring
This feature allows the software to monitor your site and send an email or SMS alert when your site is down. This ensures you are notified immediately of a problem, allowing you to address the issue that is affecting the outage.
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