Online chat needs customer analytics

Web analytics should be more than a reporting tool that is looked at historically and analysed after the event. What matters is how many people actually buy something or engage with a company. We believe that the solution is to allow businesses to reach out to their customers through the web and add the personal touch.

Prospective customers should not be daunted by the task of searching to find what they need – they should be getting live help from support personnel. Creating value through live analytics and chat technology requires planning and skilled implementation. It is still misused and underutilized by many businesses and most think it is just the for retailers. Live chat technology and customer analytics is relevant for any business that wants to capture customers on the Internet.

Ian Rowley, Business development manager, Parker Software

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