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

Latest from Marketing Week


Access Marketing Week’s wealth of insight, analysis and opinion that will help you do your job better.

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.

Register now


Our award winning editorial team (PPA Digital Brand of the Year) ask the big questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.


From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we are your guide.


Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Having problems?

Contact us on +44 (0)20 7292 3703 or email

If you are looking for our Jobs site, please click here