7 Comments

  • Ramin Shokrizadeh
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    Hi there Victoria,

    When you mean all history, do you mean the visitor's history on the website? Like their complete visitor path even if they were not chatting?

    Just want to make sure we get your request down accurately. 

    Thanks,

    Ramin

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  • Peter Giesa
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    I double this request.

    It would be very helpful to not only have chat history, but a "full" history of all visitors which contains exactly the same information as the real-time view of "Visitor List". 

    This way we could understand what visitors where doing and where they came from, even no chat had been engaged.

    As all of the relevant data is already been collected (I can see it real-time in Visitor List), it would be just a question of also saving it to the DB and making it available for later review or automatic report sending.

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  • MacInfo Support
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    I just asked about this function from an agent and I was instructed to come here to post my request.  I am 100% with Peter Giesa.  Too bad this was a request made back in Nov 2015 and there is still nothing like it on the system.  :-(  I was testing other chat solutions before I came to Zopim and I honestly thought Zopim had this feature since they already collect all of the details but for some reason they do not SAVE it ????

     

    PLEASE PLEASE implement this feature sooner than later.  I would hate to leave Zopim because of this.  I like everything about the system and it's integration but this missing piece is really a huge bummer and I think a simple overlook of a great enhancement.    

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  • Ramin Shokrizadeh
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    Hi there MacInfo Support,

    Thanks for the feedback. You are correct, we only store the visitor path information for chats completed.

    Currently, we have no immediate plans (next 6+ months) to offer the ability to store visitor path history for visitors that do not start a chat.

    However, Zendesk as a multi-product company is looking at solving this issue across products and the first step is the Pathfinder app: https://support.zendesk.com/hc/en-us/articles/217422657-Announcing-Pathfinder-a-new-official-app-built-by-Zendesk

    If/when we release something that supports your use case, we will update the thread here. 

    Thanks,

    Ramin

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  • Aisling Miller
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    We would also request this!

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  • Jupe
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    Let me add a voice to this conversation and present a different angle/benefit. Not only would this feature be helpful from an analytics perspective, but in our particular case, a legal one as well. 

    We received a threatening letter from a competitor's law firm that made claims about our use of their trademark on our website. 

    I know who this competitor is because I had seen numerous visits from their location over a few week period. 

    It would take us weeks and months to scour each web page to uncover what they were claiming was an infraction. With the ability to track and retrieve a report like this we could cut down time significantly because we could zero in on those pages. 

    Like your commenter above, I too am very surprised that you track visitors with a cookie so we know how many times they've been on our site, but do not keep this data available. If I find another chat service that can do this, I will be strongly inclined to move to their service. 

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  • Glen
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    +1

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