When starting out, most of us may have been CEO, sales manager, marketing director and salesperson – whatever blank spots that exist on the organizational chart – all in one. However, as the business grows, you’ll soon find that you need additional people to handle specialized jobs. One of the first specializations in which you’re likely to hire is sales. This makes sense because sales are what drive your company’s growth. However, as I’ve mentioned in the beginning of this series, selling in today’s market is like fighting a war. To be the winner you need not only enough soldiers but advanced weapons and equipment to arm them up.  Here we go with the first one on our list.

When it comes to a war, nothing can be more important than the ability to ‘see’ all the information you need. There are old stories about witches and sales crystal balltheir crystal balls that are said to help you take a peak at what you want, but the problem is, how many of you actually know where to find a witch these days? The good news is, we now have something more accessible and reliable than a witch, that is, the live chat technology.

Many people may take their live chat software merely as a channel to exchange messages. However, the fact is, there are a lot more features you ought to be taking advantage of, among which visitor monitoring & tracking tops the list. As I already mentioned, to win a war an army calls for the ability to ‘see’, so does your sales team. The more your salesmen know about a visitor, the higher possibilities they’re going to build up a relationship and confirm a deal between two parties. Below are five most important information fields you should try to include in your visitor monitor window:

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  • Browsing trajectory. This will help your salesmen find out a visitor’s preferences and interests, which then provides them a clue for the right recommendation.
  • Chatting history. Similar to browsing trajectory, this is also going to get your sales team ready for what to do with the visitor.
  • Searching record. This usually refers to two parts: which keyword a visitor searches for to come into your site and which keyword(s) he searches for within your site. Both of the two parts will help your salesmen better categorize your visitors.
  • Contact information. An email address or phone no. will always be super valuable for ecommerce businesses. Though you may not have the chance to gain these information every time, do it whenever possible and make them part of your company asset.
  • Geography. This one will be quite useful in sales and promotions related to areas. However, even it’s not a geo-based deal, at least the local whether can be a nice start of your sales talk.


The more your sales team knows about your site visitors, the more likely they’re going to build up a relationship and make a right offer for each one. Make sure your salesmen are playing well with their crystal balls to get your business rocketing!

About the Author:

Kevin Gao is the founder and CEO of Comm100 Live Chat, a leading provider of live chat software for business. As a software developer as well as a small business expert, he’s always ambitious to revolutionize the way of online customer service and communication. Connect with Kevin on LinkedIn to find out more about him.