Track Chat Conversion

Track "Live Chat" conversions from your Pay Per Click (PPC) campaigns using the free tracking tools provided by services such as Overture, Google Adwords, FindWhat.com, etc.

Benefits

You probably are already tracking conversions to sales or registrations generated by your PPC campaigns. Chat conversion rate is another critical indicator of your keyword performance because visitors that chat are typically hot leads. Live-Chat conversion rates indicate how well your keywords are bringing in leads. It enables you to actively manage your campaigns to optimize chat/lead traffic, resulting in higher sales and revenues.

The Chat conversion data will help you optimize your campaigns by concentrating your budget on the keywords and creative with the highest conversion rates.

Note: if you are using a pre chat survey, this tracking implementation will only count visitors who submit the survey and enter into a chat.

If you do not have yet an Overture account, get a $50 credit with a new Overture Account.

Implementation

Step 1 - Get the Code
Retrieve the tracking HTML code from your PPC account (for example the Conversion Counter™ tag in Overture).

Step 2 - Create the Tracking Page
Your tracking page is embedded into your standard chat window. The standard graphic that you have in your chat window (view example), can be embedded in an html page, that also contains the tracking code.

Here's how you do it.

1. Create a new Web page with all the margins set to zero. The margins must be set to zero so that the image appears correctly in the chat window space.
   
   
2. Add your chat window graphic with the dimension below so it fits in the chat window space:
   • Height: 180 pixel
   • Width: 85 pixel
   You can use your own graphic or use a standard LivePerson graphic like: http://server.iad.liveperson.net/hcp/woman/1/en/dude1.gif
   
   
3. Add the tracking HTML code at the bottom of the page after the chat window image.
   
   
4. Save this page on your web server. Call it for example "active.htm".
   

If you also want to also track conversions to "Leave a message window" when you are offline, you can create another tracking page and use the "Leave a message" image. Call this page for example "onhold.htm".

» Click here to see an example of the code on a tracking HTML page.

Step 3 - Link it to your Chat Window
In the Administration Console, customize your chat window using the URL of the tracking page you just created.

Click on:  Account Setup > Chat Window > Select "Use customized window"

Enter the URL of your active content page in the Image URL field.

Example: Replace www.mywebsite.com/lp/active.htm with the URL of your tracking page.