Read Visitor Info from Your Website in Live Chat

Know Your Visitors’ Identity

You can set up a variety of custom variables. For example, if you have an account or membership system on your website, you can use custom variables to display visitors’ names and email addresses in your live chat console. As soon as your visitors log into their website accounts, you have instant access to their names and email addresses directly in your chat console. This helps you identify your visitors automatically and improve chat efficiency.

Simplify Your Visitors’ Chat Process

With information captured by custom variables at hand, you may no longer need to have visitors fill out pre-chat forms or ask them to provide information during chatting. This saves both you and your visitors time, speeds up chat conversations and improves visitors’ experience.

Create Custom Chat Routing Rules

Use custom variables in Comm100 Auto Chat Distribution (ACD) to create rules that satisfy various advanced chat routing requirements. For example, you have custom variables telling whether a visitor is a paid customer, which agent is this visitor’s account manager or whether the visitor is a VIP customer. Using custom variables in this manner, you can:

• Route paid customers to your customer service team while routing prospects to the sales team.
• Route customers to their own account managers who know them well and can provide more personalized service.
• Route VIPs to senior team members and non-VIPs to junior or lower-level teams.