Andy Beal announced on Marketing Pilgrim today that there is a new analytics tool entering the market that will make Google Analytics seem like an elementary student. The tool, called Woopra, offers live tracking – that is, you can see who is on your website right now – as a prominent feature. The obvious question is, How will this help me improve my marketing?
Here’s the answer: It can help you improve your customer service. If you can see who is on your site right now and know that your website visitors are having a problem with a certain area of your website, you can pop up a chat box and start chatting with that customer before they give up and leave your site. Yep. Woopra offers the live chat feature as well.
You can see a screen shote of Woopra interface at Marketing Pilgrim as well, and I’ve got to say it does look cool. But be careful. I think there is potential for abuse with this. If you are too aggressive with the live tracking and live chat features then you could scare off your customers. There is still a big privacy concern with online consumers and popping up a box to ask them “May I help you?” just could be the motivation they’ll need to leave your site and never come back. But I can see some cases where it might come in handy.
For instance, if your website is an online retail store and you are looking for a particular item but can’t find it. If you’ve been searching for a couple of minutes and can’t find what you need then you might get frustrated. If you were shopping off line you’d have a customer service representative in the store who could help you. Online, there is none. Until now. With Woopra, you can tell if your customer is having problems finding what they want. That’s when it might be helpful just to jump up and say, “Can I help you find something?” If the answer is no, back off. But if the answer is anything else, you have an open door. Woopra looks like it could be a real boon to online retailers.
how is this different from the solution LivePerson?