The guys here at websiteforge as you know use the chat software on their site to help us customers. Well I use the same software on my site to give myself a big advantage over other sites. The things it does you will not believe. I can see when people come into my site and what page they are on and also tell when they are in pay mode (we have saved a lot of sales in pay mode because of this software).
Another feature that is nice is when a customer comes to my site is that I have a referring link that tells me were they came from and what search term they used to find my site. I then use that data to custom tailor my site pages to the search terms they just used. By doing this I increase my site page ranking for that category. I may also have a product misnamed on my site for that current search term. This allows me to change that product to the proper name so the customer can find it and I can make that sale.
The main reason we use this software is for customer service. I spend hours watching people on my site. I see what pages they go to and how long they linger on certain pages and how they browse through my site. This is a data gold mine! I use this information to design my page layout and product presentation and customer flow thru better. This is real time information not data that is 2 or 3 days old.
Other reasons we use this software is, when a customer has a question or complaint they can reach a live person ASAP and solve it. Or a customer needs to find an item while they are our site and in chat mode we can take over the browser they are using (with the user's permission) and redirect them to the proper page for the item they are looking for. I tell you customers love it when we do this. This is like walking a customer down the aisle and handing them the product. We are hurting other web sites in our field by using this chat software to its full advantage. We can not compete with the big guys in our field head to head so we must learn new ways to use our talent to defeat the big boys. This is one example of us little guys beating the Big boys. If your interested in this software here is the link for the chat software. Chat software It is only $99.00 a year. That is very cheap for a high quality product.