New: Make rules to focus attention on the customers you want

Posted by & filed under Features, Weekly tech tips.

We’re officially lifting the veil today on the new Olark Targeted Chat, a powerful new feature that gives you unprecedented control over how chat behaves on your website.

With Targeted Chat, you’ll be able to focus your team’s time on more valuable customers. Cut down on chats you don’t want and increase chats that drive your business. You’ll be able to pick and choose exactly how, when, and where to chat with your website visitors.

How does it work?

You can find Targeted Chat on the Customize tab in your Olark account.

With Targeted Chat, you can make rules that decide when to show or hide Olark chat, automatically start chats, and label customers. It’s pretty amazing what you can do.

Here are some things customers are already doing.

Flag visitors from your Facebook fan page

Flag visitors from my Facebook fan page

Olark can now make sure your team knows which visitors have come from your social media campaign. Prioritize your engaged fans and sell more!

Save customers before they abandon their shopping carts

Save customers hesitating while checking out

Intervene to help confused or anxious customers that spend a long time checking out.

Identify repeat visitors to focus your sales team

Highlight returning visitors in my buddy list

Targeted Chat knows which visitors are repeat customers, and consequently visitors that are more likely to purchase. You can automatically label your repeat visitors so your sales team knows which ones to focus their time on.

Automatically start chats to reach out to valuable customers

Start chatting with customers who have read the white paper

Automatically start chats with your most valuable customers. Reach out to the customers who’ve read your white paper or customers looking at your highest priced packages.

Hide chats to customers outside your shipping region

Hide chat for visitors outside of Texas since we cannot ship to them

Don’t waste time talking to customers you can’t serve. Hide chat from countries, states, or provinces that you don’t serve.

How to get started

You can find Targeted Chat on the Customize tab in your Olark account.

Play with the example rules we put in your account. Create new rules by following the examples above. Then, create whatever rules you can imagine.

If you can’t figure out how to make Olark Targeted Chat do what you want, please ask us for help. We’ll get you going and take your feedback on how to improve it.

Joe
Chief Brit
  • Strandger

    Wow, great feature!
    Thank you, please also make possibility for entering description of the chat window on the winow`s top.

  • Paul

    Is it possible to set as browser and OS? So if on IE then do something different than if on safari in a mac?

    Thanks

  • Paul

    I have logged in and can see you can target customer based on both OS and browser.

    Great feature!

  • Ilya Benjamin

    Sometimes we are not at our desks to answer the chat.  Is there away to get their emails?

    • http://store.bluecherry.net Curtis Hall

      Olark has the ability to email offline chats.  It is in the settings area.  We send them to our ticket system so they aren’t lost.

  • http://aaron.effectiveprofile.com/ Aaron Aiken

    this is awesome! great feature!!

  • kumar

    great

  • http://proudvoices.com/ Garrett

    Can you automatically send the customer a message after they’ve been on the site for a specific amount of time?

    I’m using the greeter to send them a message after 5 seconds, but i wanted to send them another if they’ve been on for 30-45 seconds or so.

    • Bill_thompson95

       yep, that the way TC works. Create a rule for any situation

  • Robert

    hmmm. none of this is available in my account.

    • Bill_thompson95

       TC is available to all accounts. you can’t  create new rules but you can use default ones when you’re on the free trial account

  • Francis Escuadro

    Does the act of hiding the chat box hide the visitors from the operator? Internal staff are often on the site themselves reviewing the content and we would want to hide all visitors from the office IP from showing up on the operators’ buddy list.

    • Bill_thompson95

       depends on the targeted chat rule for hiding

    • Lindsay_at_Olark

      Hiding the chatbox from your website visitors will not hide them in your operators’ buddy lists. All visitors show in the buddy list, but you can add nicknames to known visitors using their IP address.

  • http://www.facebook.com/daftspunk Sam Georges

    Does send a notification to the operator support variables?
    i.e: Visitor has viewed %page%