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June 13, 2013

Track Chat – Turn Website Visitors Into Paying Customers

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Shoppers at brick-and-mortar stores can easily ask sales associates for assistance when they have questions about sizing, fit, or pricing. For online shoppers, however, seeking out help can be a bit more challenging. Emailing customer support is a cumbersome process, and most shoppers have already moved on before they hear back from a company representative.

Track Chat is a tool that businesses can use to communicate with their online customers in real-time, quickly answering all types of questions and converting website visitors into actual, paying customers. Sign up for Track Chat, and add any operators who’ll be answering customer queries to your company account. Paste a few lines of code into your website’s HTML, and a chat widget will appear in the bottom corner of your site. Set up the system to automatically start chats with website visitors who’ve been browsing your site for 10 or 20 seconds. You can even customize the app to start automatic check-ins at pivotal points in the conversion process, like when a customer has been sitting on the checkout page for 60 seconds without completing the transaction.

Customize your chat window to fit with your website’s theme, and add photos of your individual operators for a more personalized feel. Track Chat provides a comprehensive user dashboard, where you can find full chat transcripts, visitor histories, and site statistics. You can even integrate Track Chat with platforms like Zendesk, Desk.com, Infusionsoft, and Salesforce to create sales leads and support tickets from your live chat windows.

Practical Uses:

  • Help a customer who’s stuck on your landing page
  • Find out why a customer clicked “checkout” without completing the transaction
  • Interact with all first-time visitors on your website
  • Answer questions from shoppers who aren’t sure how your company works

Insider Tips:

  • Companies that use Track Chat’s Javascript API can see visitor names and email addresses in their contact lists
  • Track Chat works with any chat program/client that supports Jabber or XMPP
  • Integrate Track Chat into your Zendesk, Desk.com, Infusionsoft, and Salesforce accounts

What we liked:

  • Track Chat doesn’t limit the number of visitors a company can chat with each month
  • Chat windows automatically turn into “Contact Us” forms anytime an operator is unavailable
  • Operators can see the IP address and location of every visitor
  • Businesses can add live chat to secure SSL/HTTPS pages

What we didn’t like:

  • Nothing

Alternatives:

Company Info:

Costs:

  • Free trial
  • Starter plan is $39.99/month
  • Professional plan is $49.99/month
  • Enterprise plan is $99.99/month