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Customers section overview

by Jacob Firuta

Customers section shows a real-time list of your website’s current visitors. It gathers all sorts of useful data about them, e.g. name, e-mail address, location, time spent on your website and many more. You can utilize it to spot prospective customers or simply make their customer experience better.

In this article:

Getting the most out of the customer list

You can treat the customer list as a virtual representation of your page. If you own an online shop, the customer list represents that shop. Visitors on different pages are like customers in different shop isles. The customer list helps you get in touch with those visitors and offer relevant advice on their purchases. You can use various data provided in the customer list personalize your messages and win your customers hearts.

Customers section LiveChat

For example, you can look at the Last page and Time on all pages values to spot customers who are stalling for some reason: if it is a help page – maybe there are topics that aren’t covered. Or if its a product page, maybe they need more information or could be persuaded by a small discount? See other examples of values worth looking at:

  • Location – use this information to identify local/state users and offer them discounts on shipping;
  • Email – customer’s email (if they provided it) easily accessible on the list. Helpful when you need to look up a customer in your email communication;
  • Assigned group – which agent group is chatting with the customer. Useful to quickly see which group is currently the busiest one;
  • No of visits – customers who are more interested in your product/already made a purchase are more likely to get engaged in a conversation;
  • Number of chats – shows how many chats the customer had with you previously. A good indicator that you need to check previous chat history with a customer;
  • Greeting metrics – see how many greetings a user has seen and how many they accepted. Helpful when you try to find the best configuration for your greetings;
  • Device information – see how your customers browse your website. A good indicator of how important mobile is for your business.

Types of information that you can find in the Customer section

Below you can find what types of information you can find in the Customer section:

  • Name – you can see one of these: an IP address for visitors who haven’t started a chat yet, pre-set customer name if you don’t require it in the pre-chat survey, or a name that the customer provided in the pre-chat survey;
  • E-mail – an e-mail provided by the visitor in pre-chat survey;
  • Activity – one of the following: Chatting, Supervised, Queued, Invited, Browsing, Left website;
  • Chatting with – agent that is currently chatting with the visitor;
  • IP – visitor’s IP address;
  • Country, State, City – based on visitor’s IP address;
  • Came from – URL address of the page where the customer started chatting with you;
  • Device – type of a device the visititor is currently using;
  • Operating System – operating system of the device the visitor is currently using;
  • Browser – browser the visitor is currently using;
  • Last seen – the date of customer’s last visit;
  • Time on all pages – time the customer spent on your website (all pages) during a session;
  • Sent greetings – number of greetings the visitor has received;
  • Accepted greetings – number of greetings that were followed by visitor’s response;
  • Ignored greetings – number of greetings the were not followed by visitor’s response;
  • Last greeting – a greeting that was sent to the customer last – you can edit greetings and their names in Settings;
  • Customer id – a unique number that can be used, for example, to look up archived chats, and tickets.

Customize the Customer section view

Customizing what data should be displayed in the Customer section is quite easy. You can add/remove data columns depending on your needs (only Name and E-mail are turned on by default and can’t be turned off) and rearrange the order however it suits you.

How to add/remove columns

  1. Click on the plus icon in the top right corner.
Click on plus to open column settings
  1. Check columns you want to add and/or uncheck the ones you want to remove
Tick or untick to add or remove data columns

How to reorder data columns

  1. Click on the plus icon in the top right corner.
Click on plus to open column settings
  1. Drag and drop data columns you want to reorder.
Drag and drop to reorder columns

Setting filters

At the top of your customer lists you can find filters. Use them to find and target a very specific group of users. For instance, users who have visited your website at least ten times and come from a specific country.

When using filters you can decide if you want the data to match all filters or any of them.

Choose if you want the values to match any filter or all of them

How to set a filter

  1. Click on + Add filter.
How to add filters in LiveChat
  1. Select a filter that you want to use.
Choose a filter in Customers section
  1. Next, you need to define a value(s) of the filter
Define value of a filter
  1. Finally, click on Apply
Click on apply to add filter

That’s it. You can apply more filters by repeating these steps.

Segments

With so many options, it would be really painful to set up the filters over and over again every time you log in to LiveChat. This is why we came up with Segments. Segments are filter combinations you can access quickly.

At the moment, there are a couple of predefined segments for you to use. In the future, you will be able to configure and store your own segments.
Customer segments in LiveChat

At the top of your customer list you can see five segments (each one represents one of five activities):

  • Chatting – all visitors that are currently chatting with agents;
  • Supervised – all chats that are being supervised;
  • Queued – all chats that are in the queue;
  • Invited – all visitors that were invited to chat but has not responded yet;
  • Browsing – all visitors who are currently on your website but haven’t been invited/started chat;
  • Left website – all visitors who left the chat since you visited the customers section.

Inviting customers

You site’s visitors can be invited automatically through greetings and manually in the Customers section. In this section, we will show you how to invite customers manually.

Start a chat in the Customer section

You can invite a customer either by clicking on Start chat – then a standard welcome message will be sent. You can also send a customized message by clicking on the pencil icon. Which is highly recommended as personalized messages have higher response rates.

Send cusotom message in LiveChat

Supervising chats

Chat supervision can be used to either check how your agents are doing or to train and help new members of your team. To supervise a chat, click on Supervise chat. You will covertly join the ongoing chat.

Start supervising a chat

Neither the agent nor the visitor will know that you are now watching their conversation. If you want, you can write messages in the conversation that only agents can see (they appear as grey bubbles).

Send a message to an agent when supervising
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