Proactively Engaging Visitors - Internet Marketing Australia

Engaging a visitor? When I start off by speaking about engaging visitors most people think I'm suggesting a title for their page. Few believe that there is actually a tool that allows you to engage your visitors, one at a time. Imagine being able to see a visitor the moment they land on your site and following them step by step throughout their visit. Not only can this be done, it's just the beginning.

A couple of years ago I was doing some work down in the Dominican Republic, an island in the Caribbean. One of my associates took a job as Director of Marketing for clinic that worked in a specialized area of cosmetic medicine. A few weeks after getting hired, my friend was making some serious commissions. A few months later the clinic had to build a second surgical suite to keep up with the new patients

My friend had employed live chat on their website allowing visitors to communicate with a human at the clinic. I thought, as I'm sure many of you are thinking, that the visitor would have to initiate this communication. I learned that over half of the chats were being initiated by my buddy, who at the chat console would watch, and invite, potential clients. Each visitor that arrives on the page sounds an alert with a pop up window containing their location, the name of the search engine that sent them, and the keywords they searched to find you. You can see real time behavior of the visitor including each page they view and for how long. At any point you can initiate a chat with a custom invitation. If the visitor came from Spain and searched XYZ, you could invite the person in Spanish saying "Can I help you find information on XYZ."

I began working on the project when the challenge of answering chats around the clock arose. My company answers the phones for doctors and other professionals after hours. My friend from the clinic asked me if we could take on the task of answering their chats. Many years later, live chat has become a profitable secondary offering for my company.

These days all of the invitations can be done automatically. The chat operator is only alerted when someone accepts an invitation. The software can be programmed to use custom invitations that are based on the visitor's location, search query, page views, and previous chat activity. If someone made their first inquiry with a chat operator named Michelle yesterday you could re-invite them today with a custom invite saying "Hi, it's Michelle from yesterday, any more questions?" The automation ensures that every visitor that meats your criteria is invited to chat. This is proactively engaging your visitors.