Tuesday, May 10, 2016

4 Top Digital Customer Engagement Live Chat Software Solutions Reviewed

You already know Only 1 Reason Why Businesses Need Live Chat correctly.

But you may not know is exactly which of the dozens of live chat products out there is right for your business. The idea behind digital customer engagement live chat software solutions is that it will translate into more sales and higher conversions. Of course, this will vary from business to business.

Every software has its pros and cons, both for operators and customers.  In this post, we’ll take a closer look at four of the most popular live chat solutions, so you can decide which one’s best for you.

Proactive chatters are 6 times more likely to buy than average website visitors, so please make sure you are using it in every edition of any LiveChat Solutions below.

LivePerson’s LiveEngage – is the Leading Digital Engagement Solution

LivePerson is one of the first live chat software solutions available on the web.

Since then, they’ve used their significant name recognition and branding to become one of the most popular choices for enterprise level live chat needs.

LiveEngage also has a free option with only one user.

It was lacking in affordability for smaller businesses but now they have come withFlexible and Economical Usage Based Pricing plans for smaller business as well with attractive price such as $18/month currently (Jul, 2015) from $99.99/month (Aug 2013).

LivePerson integrates with Google Analytics, Salesforce and Facebook and has a full suite of analytical tools such as LivePerson Insight to do sentiment analysis and text analysis very easily (available to both admins and operators) to show you where customers may be dropping through the business cycle.

LivePerson have best customer support where customer is assigned one agent that stays with you until the problem is fixed. I personally worked on LivePerson LiveEngage Chat Solution from 2009 onwards (more than 6years now) and as a customer, I am really happy about their services.

Oracle’sRightNow Chat Cloud Service – Pricy Choice at The First Glance

RightNow live chat has several different levels of live chat software depending on the size and scale of your business.
Pricing is based per month and per agent and ranges from $90 to $250 per seat (Operator).

Starting with Standalone Chat Dynamic Agent Desktop (at $90/month/agent), you can use the company’s over 70 built-in rule conditions to custom rules-based proactive chat engine to measure and engage with customers who fit your specific criteria.

Oracle RightNow Chat Cloud Service can leverage the knowledgebase, enabling customers to search for answers while waiting for an agent. In addition, agents can leverage the knowledgebase to search for answers to push to customers.

Oracle RightNow Chat Cloud Service doesn’t have a free option.

Occasionally, you will realize that RightNow's load times and refresh times are slow. The fact that RighNow is cloud based with limited local footprint can also be a negative due to lack of ability of configuration locally. Cost of right now is quite high and is often a turn off for potential customers.

LogMeIn’s BlodChat - Numerous Options to Pricing that scales with your business

BoldChat has several different tiers of live chat software depending on the size and scale of your business.

Pricing is based per year and per agent and ranges from $599 and up.

Starting with BoldChat Pro (at $599/year/agent currently increased from $499/year/agent in 2013) where as they are confident that you won't find a better value in live chat.  For the money, they believe they have the most robust feature-set available. When compared against the market leaders, they offer 98% of their features for less than 50% of the cost. Now it is up to you how you negotiate your needs with BoldChat.

BoldChat Premier is helping to ensure that customers are never “transferred” to the next level of tech support or passed off to another agent to spend +30 minutes explaining their problem again. This indicates the strong support by BoldChat team.

BoldChat also has no free option other than 10-day free trial is available on any BoldChat product edition and is fully functional.

BoldChat's customer service tools were designed to offer businesses ultimate flexibility and total compatibility. Pure HTML-based technology avoids potentially damaging experiences caused by java-based solutions and provides the easiest platform for customization.

NETOP’s Live Guide –All in one consolidated solution

Live Guide is the company with a consolidated solution for comprehensive, multidevice, real-time communication to anyone, anywhere, anytime.

Whenever we go for all, it is very difficult to manage everything at a time. It is the situation with Live Guide. We found it is not quick in connecting to Chat Operator.

Still Netop Live Guide claims that it is the next generation chat service in online customer interaction. Despite of that it offers audio, video, and live chat directly within your email, via social media, and in your online advertising and press releases. With a simple click, customers can easily engage in live, real-time dialogue with your customer service and technical sales representatives.

LiveGuide doesn’t integrates with Google Analytics, Google Adsense and Salesforce to help build on your existing platform experience. It will provide you xml files that you need to use for your convenience.

What’s Your Top Favorite List of Live Chat Solution?

I have realized that now days there are hundreds of live chat products, with no way to review all of them.

Did I miss your top favorite list?

Share it with me below in the comments or Leave a message me through right side button and let me know how it has impacted your business!

Tuesday, May 3, 2016

Only 1 Reason Why Businesses Need Live Chat

In the new market place of internet of things, all industries are leading towards to understand Web Experience and Social Experience of the customers. Every business want to provide a rich online customer experience so consumers can research, purchase, or resolve issues in real time. But how will they do that? 

By adding live chat.

Do you know why live chat?

There is only one reason because Consumers prefer live chat over Email or Phone.

Based on the consumer satisfaction survey completed for all website visitors we can depict the following result:LiveChat=70%  E-mail=12% and Phone=18%.

Also you can find 5 more reasons more details as:

1. Conversations lead to conversions
2. Live chat increases agent efficiency
3. Your support team gets more support
4. More customer insights at your fingertips
5. Increased marketing opportunities

Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone.

Here are the benefits of the live chat and the actual reasons behind preference of Live Chat

So what are you waiting for? Think on getting chat on your business website.

In the next blog we will discuss which tools are available in the market along with its features and popularity.

Saturday, April 30, 2016

Comparing correlations and subrelations in Adobe Analytics (Omniture-Site Catalyst)

Adobe Analytics offers two types of data relationships: traffic correlations and conversion subrelations. Both options enable you to combine values in a single variable so that different combinations can be reported by other metrics.


Correlation Reports are particularly useful for understanding the relationships between two or more Traffic Custom Insight variables, or other system variables. It is report that breaks down one Traffic Variable by another Traffic Variable.

For example, let’s say that you have passed a Page Name value on each page to the Page Name Traffic Variable.  By default, Adobe Analytics captures the visitor’s Browser Height in a standard Traffic Variable.  Therefore, you can easily see the Browser Height for each Page Name by enabling a Traffic Data Correlation between these two Traffic Variables.

a) Correlations come in three sizes (2, 5, and 20), based on the number of items that are correlated together at the same time.

b) Page views is the only metric available in a correlated report.

c) In order for correlations to work, the two traffic variables must occur on the same image request.

d) It is possible to create two correlations that overlap eachother, and only one table at a time is used in reporting.


Subrelations are different from data correlations because the related variables are not set on the same page, as with data correlations. It grants the ability to break down conversion variables by another.

For example, let’s say you capture the current visitor’s City in one Conversion Variable, their Age in another and also have a Subscriptions Success Event. You can use the City Conversion Variable to see Subscriptions broken down by City and the Age Conversion Variable to see Subscriptions broken down by Age.

An example of a subrelation is the relationship between Campaigns (which is captured on the initial page in the site) and Products, which are viewed and purchased later in a visit.

a) Subrelations are based on basic or full subrelations, where a specific set of breakdowns are enabled for each. Custom subrelations are also available that can be enabled for all eVars with basic subrelations.

b) All conversion events are available in subrelated reports, as well as Visits and Visitors if its subrelation setting is enabled.

c) In order for subrelations to work, the breakdown variable and conversion event can fire in any subsequent image request prior to its expiration.

d) It is not possible to create overlapping subrelations or data table conflicts with eVars.

Adobe Analytics has three different levels of subrelations. The three levels are defined as full subrelations, basic subrelations, and no subrelations.

Full Subrelations – Conversion Variable can be broken down by all other Conversion Variables

Basic Subrelations – Conversion Variable can be broken down by any other Conversion Variable that has Full Subrelations

No Subrelations – Conversion Variable cannot be broken down by any other Conversion Variable (rarely used)

Tuesday, April 26, 2016

Understanding Customer Engagements and Satisfaction for e-business

When you develop the service businesses then primary goal becomes increasing customer engagement and satisfaction lists on top three objectives. Online consumers' preferences for online customer service channels are evolving now days. Most of the online consumers have adopted online self-service in the past three years. It has also disappointed more consumers because at the end of the day it is not the technology that provides the solutions; the real solutions are provided by the people and for the people.

The adoption of chat and social customer support has exploded by the consumers in the past three years. Every strategy expert is well aware that not all channels are equal among generations: For example, younger generations (37% of consumers ages 18 to 22) are more likely to prefer social media and chat over the telephone for support. But don’t assume that a preference for online service over the telephone is restricted to youth; in fact, Generations X and Y (consumers ages 23 to 45) are equally likely to prefer online support over the telephone. 

Savvy eBusiness leaders recognize that developing online customer support channels isn’t a tactic to build future relationships with today’s younger customers; online customer service is imperative to appeal to the majority of today’s online shoppers or potential customers.

Mobile internet users will soon surpass PC internet users globally. Mobile commerce is expected to reach $31 billion by 2016. While this represents a compound annual growth rate of 39% from 2011 to 2016, mobile commerce is only expected to be 7% of overall eCommerce sales by 2016 (Source: Mobile Commerce Forecast: 2011 To 2016)

Here is the survey results clearly demonstrated consumers want mobile service functionality to match that of websites: 

Website chat adoption has nearly doubled in the past three years; at 62%, it has the highest satisfaction rating among all online customer support channels. In fact, Generations Z and X have higher satisfaction chatting with a live agent than speaking on the telephone with a live agent.

In the next week we will focus on what should be the only one reason for e-businesses to choose Live Chat.

Monday, March 14, 2016

Top 25 Web Analytics Tools Other Than Google Analytics



Pricing, Features and More details at one place, Find Here.

Monday, March 7, 2016

Google Analytics: Audience > Demographics > Language reports "c" as a language code.

Hello GA users,

You might have seen (not set) as the value for dimensions within each of these dimension groups such as:

       Advertising: Campaign, Ad Group, Keyword, Match Type, etc. 
       Content: Landing Page 
       Visitors: Flash Version, Screen Colors, Language, etc     

(not set) is a placeholder name that Analytics uses when it has not received any information for the dimension you have selected. You might have referred What the value (not set) means

Recently, one of my friend Victor noticed lots of visits having "c" as a language code in the Audience > Demographics > Language reports. 

So he was just wondering and questions in his mind that What kind of language can it be? Is it some kind of an error?

I also don't know what language is this but I can tell you for what type of visitors you are able to see 'c' language. Here is screen capture of the report.

The visitors who are visiting your site through the Network Domain cloud-ips.com , for those visitors you are able to see the language as 'c'. Might be 'c' is representing the Cloud.

More info you can find here : http://stackoverflow.com/questions/10831839/in-google-analytics-what-does-the-locale-c-stands-for

Hope this will help you.