Our Tourism Customers

Our live help solutions enhance your ability to support customers over the Web by providing a comprehensive, easy-to-use solution, which communicates with visitors in real time. Speak with customers and make suggestions to improve their experience on your website.

Live Chat for the Tourism Industry

Our live help solutions enhance your ability to support customers over the Web by providing a comprehensive, easy-to-use solution, which communicates with visitors in real time. Speak with customers and  make suggestions to improve their experience on your website.

Increase Visitor-to-Customer Conversion Rates

Companies in the tourism industry throughout the world depend on our reliability. Live help agents have the ability to monitor the website and cultivate interest in prospective guests by proactively inviting them to chat. They can also co-browse with visitors and assist them in viewing specific content or filling out reservation forms. Guide your potential customers through every step in the sales process to ensure their satisfaction with you, your website, and their bookings.

Why Your Business Needs Live Chat Integration With Google Analytics

Velaro’s live chat software enables businesses to communicate directly with their customers and provide assistance to ensure a positive consumer experience. The live chat integration feature takes this software to another level—it enables firms to take those conversations and transform them into useful information that can improve business operations.

Google-Analytics

Velaro’s live chat software enables businesses to communicate directly with their customers and provide assistance to ensure a positive consumer experience.

The live chat integration feature takes this software to another level—it enables firms to take those conversations and transform them into useful information that can improve business operations.

Velaro offers live chat integration with Google Analytics, the robust program that shows you who your customers are, what they’re looking for, and their activity on your site.  So, how could your business use live chat analytics?

There are four ways:

  • Establish and measure progress toward goals
  • Improve your understanding of your customers
  • Make more informed decisions
  • Increase customer conversions

Set and Monitor Your Achievement Toward Goals

With Google Analytics, you can set unique goals for your consumers’ engagement, and review goal completion rates.  Are responses to chat requests prompt?  Are customers using the chat feature?  By determining goals and then assessing performance, you can determine where there are service gaps that need to be addressed, and where your company is succeeding.

Understand Your Customers

While you might think you know who your customers are,  chat software integration with Google Analytics, provides you with greater insight.  The impressive program can not only tell you demographic information such as where the user is located, their gender and age, but also valuable details like their interests, the device they’re using to chat, and how they found your site.

As a result, you can determine common traits of those within your target market.  This background knowledge can help you tailor your company’s approach to chatting with customers to serve them better.

Make Stronger Decisions

Using Google Analytics to evaluate your live chat data gives you the power to use customer feedback to make informed decisions.  Is there a particular product issue that consumers mention in the majority of chats?  Is there enough chat traffic to justify the size of your chat agent staff?  Maybe you need more agents?  Answering these questions becomes easier with live chat analytics and leads to smarter spending and happier customers.  Who doesn’t want that?

Increase Conversions

In addition, pairing your live chat software with analytics can pinpoint ways to improve your conversion rates.  Google Analytics can determine when a conversion has been made, which chat agent assisted with a conversion, as well as the conversion’s dollar value.

This means, for example, that you can determine if a consumer is more likely to convert after having chatted with an agent.  You can also establish which agents have the highest number of conversions, and have them share their best practices with their fellow coworkers.

In addition, using live chat integration with Google Analytics can be useful in figuring out where and when you should promote the ability to engage in a live chat.  By A/B testing different chat promotions you can analyze if there is a difference in conversions.

Live chat integration with Google Analytics can also help you understand which of your pages are the most popular exit pages. For instance, if Google Analytics shows that consumers aren’t getting to the checkout page – then your organization should consider having a chat window proactively pop-up after they add an item to their cart.  This gives the agent an opportunity to ensure the customer will follow through with the sale.

“Deep Integration” & The Meaning of “Great”

First, lets focus on live chat integration with CRM and support ticketing solutions. These are the two systems that are most frequently “integrated” with live chat software.

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What does it mean if something is “great?”  Would my definition of great be the same as yours?  Most likely my “great” is someone else’s “good.”  The definition of “great” is relative.  It depends on your past experiences and expectations.  But should the same hold for the word “integration?”  When it comes to live chat integration it appears that the word “integration” can be interpreted in a variety of ways – which can be misleading.

In a recent blog post called Third Party Integration with Live Chat:  The Must Have’s, I touched on the importance – and potential impact – of integrating your live chat solution with a variety of third party applications.  After writing that post, and later reviewing it, I realized that some could read this and be mislead or confused.  The reason for this lack of clarity comes with the fact that unfortunately there are differing interpretations of what it means to be “integrated.”  I thought that I would use this blog post to offer some clarity.

First, lets focus on live chat integration with CRM and support ticketing solutions.  These are the two systems that are most frequently “integrated” with live chat software.  When Velaro speaks of live chat software integration we are referring to the ability to do the following:

  • Allow live chat agents to seamlessly access the CRM and support ticketing system with a single log-in into the Velaro live chat agent desktop
  • Allow live chat agents to create new contacts and support tickets directly from the Velaro live chat agent desktop
  • Allow live chat agents to search existing CRM records, accounts, contacts, and support tickets directly from the Velaro live chat agent desktop
  • Allow the live chat agent to transfer data and chat transcripts (time and date stamped) directly into the CRM record – no cutting and pasting

Now, lets consider what some other live chat vendors refer to as live chat software “integration.”  Believe it or not, some other live chat vendors use the term “integration” to describe how they:

  • Allow live chat agents to click a URL within the live chat agent interface to access the log-in page for the CRM or support ticketing system
  • Allow the live chat agent to have to then log into the CRM or support ticketing system even though they are already logged into their live chat software interface
  • Allow the live chat agent to have to cut or copy information in their live chat system interface and then paste it into the appropriate fields in the CRM or support ticketing system

I don’t know about you, but the definition of live chat software integration used by some of Velaro’s competition sure doesn’t seem like “integration” to me.  It surely doesn’t seem “great” – it doesn’t even seem “good.”  But what do I know?  I guess it’s all in your own personal interpretation of “integration” – so I’ll leave it to you to decide for yourself.