Frequently Asked Questions (FAQs)
Answers to Common and Uncommon Questions
Why was SiteAcuity created?
The founders of SiteAcuity created the company after searching for solutions to their business problems in a previous venture. They realized the void in offerings that connected offline and online customer service as well as the absence of meaningful marketing intelligence which could track their website visitors.
Why is it important for me to connect incoming phone calls with the online marketing campaigns that generated these calls?
Many companies are interested in measuring the success of all marketing campaigns, both offline and online. SiteAcuity products offer marketing intelligence which measures the success of campaigns, leading to better decision making.
What is "Marketing Intelligence"?
SiteAcuity’s tagline which refers to channel tracking and analytics that give companies insight into their e-business and beyond. SiteAcuity’s comprehensive dashboards and reports correlate marketing campaigns and site traffic with offline lead generation, sales and service requests through our patent-pending Visitor Code Technology™.
What do you mean by "The Human Touch"?
SiteAcuity’s tagline which refers to the result when giving your customers and site visitors the ideal sales and service experience — including access to a real person. SiteAcuity’s live text chat, click-to-talk, and enhanced call-in solutions provide for more personalized, helpful visitor interactions.
How far back in a visitor’s clickstream can I see?
Visitor tracking starts with the visitor’s click from a campaign, advertisement, search result to the website and throughout the website journey.
Will my customers feel that SiteAcuity’s products have invaded their privacy?
We use common accepted industry practices in collecting customer information to include page tags and cookies.
I use a CRM application. Can I still use SiteAcuity’s products?
Many of our customers use other business applications to include CRM systems. We offer the ability to import data from other systems and export data to standard file formats.
What are click-to-chat and click-to-text?
A type of visitor-to-agent communication where the visitor makes a request for the system to connect the visitor with a company rep using live (i.e. real-time) chat or instant messaging.
What is click-to-call and click-to-talk?
A type of visitor-to-agent communication where the visitor makes a request for the system to call the visitor with a live agent on the line.
Why should I offer my customers click-to-chat and click-to-call?
By offering your customers click-to-chat and/or click-to-call, you are giving them additional communication channels which will lead to improved service and additional sales.
I also have a paper catalogue, can we use our customers’ catalogue numbers as their Visitor IDs?
Any customer identifier, to include your existing customer catalogue number, can be added to the SiteAcuity customer record in the form of a User Defined Field.
Can my customer service reps chat with more than one website visitor at a time?
The SiteAcuity Visitor Interaction Manager Standard, Professional, and Enterprise products provide the flexibility to support multiple chat sessions. You can cap the number of chat sessions permitted by each agent as a control in the administrative setup.
Who pays for a click-to-call phone call?
After your website visitor enters their phone number, our server automatically calls the number and SiteAcuity absorbs the telephone charges. Your site visitor is not charged for the call.
Will click-to-call work on a mobile phone?
Yes, click-to-call can be presented in a mobile browser and we can call back to a mobile device.
How will your Visitor Code help my analytic capabilities?
The visitor Code accurately tracks the lifetime activities of a customer and consequently permits you to calculate the long term value of each customer.
What happens to my visitor Code when a visitor blocks or deletes their cookies?
We rely on the cookies for customer identification, and therefore cannot track the history of a visitor that has deleted their cookies.
I use a distributed cache provider such as Akamai or Panther. Will SiteAcuity’s dynamic page tagging work on my site?
Yes, you should not encounter any problems with distributed cache.
Will SiteAcuity’s page tagging slow down the performance of my site?
We have not experienced any significant system degradation with the use of our page tagging conventions.
If there is key information that you’d like to see, please email info@siteacuity.com.
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