Products

Visitor Interaction Management (VIM)

Why is Visitor Interaction Management so important?

SiteAcuity coined the phrase “Visitor Interaction Management” when it realized that there was no name for the concept or vast array of new communication and collaboration capabilities for online marketers to engage and serve their website visitors in a robust and memorable way.

Everyone is talking about “Web 2.0”, but everyone has a different opinion of what it means. Some say it is about more interactive web page elements and dynamic content that can be embedded in Web pages. Others say it is about user-generated content enabled by new media technologies such as blogs and wikis. Still others point to technologies like Flash, AJAX and podcasting.

Ultimately, companies want to deliver, and online visitors want to receive, a better online experience.  But visitors all have their own agendas. Many visitors want to do things anonymously (i.e. browse, read, shop, search for information, etc.); many aren’t shopping and don’t want to be ‘sold’. When appropriate, this also works great for businesses because their websites can very efficiently serve large audiences.

For most businesses, however, a significant portion of their site visitors want the human touch. People are frustrated with too much automation these days. Many times you can’t even find a phone number to call, and when you do, you go through seemingly endless system prompts.

Who is on your website?

Websites of businesses that conduct online marketing draw a wide variety of people, including returning customers, first-time shoppers, competitors, researchers, media, etc. Many online marketers refer to everyone on their websites collectively as “online customers”. SiteAcuity explicitly recognizes the diversity of the audience and collectively refers to them as “site visitors”.

What is SiteAcuity’s Visitor Interaction Manager?

SiteAcuity Visitor Interaction Manger™ is a software system for managing the communication and online collaboration between a website owner and visitors to the site. Our VIM product suite enables businesses to give visitors quick and easy access to a real person. It is next-generation live help software with many advanced, real-time communication and collaboration tools, including live chat (text messaging), click-to-call, enhanced call-in handling, and much more. Through SiteAcuity’s unique Contact Portal, visitors are treated to a much more personalized experience; they can actually "see" the sales or service rep they are connected with. Sales and service reps have real-time access to a wealth of actionable information to better serve the visitor. The result is happier site visitors, more loyal customers and sales.