METHODS AND SYSTEMS FOR MEASURING ONLINE CHAT PERFORMANCE

• US 20080177600A1
• Filed: 01/09/2008
• Published: 07/24/2008
• Est. Priority Date: 01/09/2007
• Status: Abandoned Application

• Current Assignee: TouchCommerce, Inc. (Microsoft Corporation)
• Original Assignee: TouchCommerce, Inc. (Microsoft Corporation)
• Inventors: McManus, Daniel R., Van Baalen, Jim, McCarthy, Michael Sean, Cohen, Donna
• Application Number:
  US11/971,677
• Publication Number:
  US 20080177600A1
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/0204 Market segmentation

Abstract

Methods and systems for measuring chat performance are described. Certain users accessing a website are inhibited by a chat system from receiving online chat service, while other users are provided with online chat service, wherein users can textually communicate with another entity. Optionally, the chat system causes web beacons or other activity trackers to be downloaded to terminals associated with website visitors. The beacons provide website activity information for respective users. The chat system or another system monitors and processes the website activity information, to determine or provide information for determining chat performance.

Claims

1. A method of measuring networked chat performance, the method comprising:

for a plurality of visitors to a website, assigning a first subset of the visitors to a control group, wherein members of the control group are not to be provided with online chat during at least one visit to the website based at least in part on their assignment to the control group, and

wherein other visitors in the plurality of visitors that are not in the control group are eligible to receive chat services during at least one visit to the website;

causing at least in part;

a control group indicator, and

a web beacon

to be stored on at least a portion of visitor terminals associated with corresponding members of the control group, wherein the control group indicator indicates or can be used to determine that the corresponding visitor is a member of the control group;

receiving first data from at least a portion of the beacons indicating which visitors in the control group made a purchase and so were converted during a first period of time;

receiving second data indicating which of the visitors that are not in the control group made a purchase and so were converted during the first period of time; and

causing at least in part the first data and the second data to be processed so as to provide information as to a difference in conversion rates for the control group relative to the visitors that are not in the control group and that received chat service to thereby provide a measure as to the effect chat has on conversions.

2. The method as defined in claim 1, wherein a predetermined percentage of visitors visiting at least a portion of the website during the first period of time are assigned to the control group.

3. The method as defined in claim 1, the method further comprising generating a report including at least the following information:

an indication as to how many members are in the control group;

an indication as to how many visitors in the plurality of visitors are not in the control group;

the number of conversions for the control group;

the number of conversions for visitors in the plurality of visitors that are not in the control group;

the number of units sold via the website to the control group; and

the number of units sold via the website visitors in the plurality of visitors that are not in the control group.

4. The method as defined in claim 1, the method further comprising generating a report including at least a ratio of units sold to the number of conversions for the control group.

5. The method as defined in claim 1, the method further comprising:

for a first funnel and a second funnel associated with the website, receiving an indication as to;

which conversions for the control group are associated with the first funnel;

which conversions for the control group are associated with the second funnel;

which conversions are associated with the first funnel for visitors in the plurality of visitors that are not in the control group;

which conversions are associated with the second funnel for visitors in the plurality of visitors that are not in the control group; and

providing an indication as to the relative impact of chat on the conversion rate of the first funnel and the second funnel.

providing information related to the relative affect of chat on the conversion rate of the first funnel and the second funnel.

6. The method as defined in claim 1, the method further comprising:

for a first chat launch rule and a second chat launch rule associated with the website, receiving an indication as to;

how many conversions are associated with the first chat launch rule;

how many conversions are associated with the second chat launch rule; and

providing an indication as to which of the first chat launch rule and the second chat launch rule is associated with a higher conversion rate.

providing information regarding the relative impact of chat on the conversion rate of the first chat launch rule and the second chat launch rule.

7. A method of measuring the effect of online chat, the method comprising:

defining a first subset of website visitors that are not to be provided with online chat while a chat evaluation process is being conducting;

causing at least in part one or more indicators to be stored indicating which visitors are associated with the first subset;

causing at least in part the first subset of the visitors not to be provided with online chat during one or more visits to the website, wherein other visitors in the plurality of visitors that are not in the first subset are eligible to receive chat service during at least one visit to the website;

receiving first data indicating which visitors in the first subset of visitors were converted via the website during a first period of time;

receiving second data indicating which of the visitors that are not in the first subset of visitors and that received chat service were converted via the website during the first period of time; and

causing at least in part the first data and the second data to be processed so as to provide information to a user as to what portion of the visitors in the first subset were converted during the first period of time and to provide information as to what portion of the visitors that are not in the first subset of visitors and that received chat service were converted via the website during the first period of time.

8. The method as defined in claim 7, wherein at least a first visitor is converted by making a purchase via the website.

9. The method as defined in claim 7, wherein at least a first visitor is converted by filing out a form provided by the website.

10. The method as defined in claim 7, the method further comprising downloading a beacon to a terminal associated with at least one visitor in the first subset, wherein the beacon indicates when a purchase has been made from the website.

11. The method as defined in claim 7, wherein at least a predetermined percentage of visitors visiting at least a portion of the website during the first period of time are associated with the first subset.

12. The method as defined in claim 7, the method further comprising generating a report including at least the following information:

an indication as to how many members are in the first subset;

an indication as to how many visitors received chat service during the first period of time;

the number of visitors in the first subset that made a purchase via the website during the first period of time;

the number of visitors that received chat service and that made a purchase via the website during the first period of time;

the number of units sold via the website to the visitors in the first subset; and

the number of units sold via the website to the visitors that received chat service during the first period of time.

13. The method as defined in claim 7, the method further comprising generating a report including at least a ratio of units sold to the number of purchases made by visitors in the first subset.

14. The method as defined in claim 7, the method further comprising:

for a first funnel and a second funnel associated with the website, receiving an indication as to;

which conversions for the visitors in the first subset are associated with the first funnel;

which conversions for the visitors in the first subset are associated with the second funnel;

which conversions are associated with the first funnel for visitors that received chat service;

which conversions are associated with the second funnel for visitors that received chat service; and

providing information related to the relative affect of chat on the conversion rate of the first funnel and the second funnel.

15. The method as defined in claim 7, the method further comprising comparing the conversion rates for the first group to the second group.

16. The method as defined in claim 7, the method further comprising:

for a first chat launch rule and a second chat launch rule associated with the website, receiving an indication as to;

how many conversions are associated with the first chat launch rule;

how many conversions are associated with the second chat launch rule; and

providing an indication as to the relative conversion rates associated with the first chat launch rule and the second chat launch rule.

17. A system for measuring the effect of online chat, the system comprising:

computer readable medium that stores programmatic code that is configured to;

assign a first subset of visitors to a website to a control group, wherein the control group is not to be provided with online chat in order to measure chat effectiveness;

receive and store conversion related information for the first subset of visitors;

receive and store conversion related information for other visitors to the website that did engage in online chat during a time period when the first subset of visitors was not provided with online via the website; and

cause at least in part the conversion related information for the first subset of visitors and the conversion related information for other visitors to the website that did engage in online chat to be processed so as to provide information as to a difference in conversion rates for the control group relative to the visitors that are not in the control group and that received chat service to thereby provide a measure as to the effect chat has on conversions.

18. The system as defined in claim 17, wherein the program code is further configured to cause at least in part an activator monitor to be transferred to terminals associated with visitors in the first subset, wherein the activator monitor indicates when a purchase has been made from the website.

19. The system as defined in claim 18, wherein the activity monitor is a web beacon.

20. The system as defined in claim 17, wherein the program code is further configured to associate at least a predetermined percentage of visitors visiting at least a portion of the website during the first period with the first subset.

21. The system as defined in claim 17, wherein the program code is further configured to generate a report that includes at least the following information:

an indication as to how many members are in the first subset;

an indication as to how many visitors received chat service during the first period of time;

the number of visitors in the first subset that made a purchase via the website during the first period of time; and

the number of visitors that received chat service and that made a purchase via the website during the first period of time.

22. The system as defined in claim 17, wherein the program code is further configured to generate a report that includes at least a ratio of units sold to the number of purchases made by visitors in the first subset.

The system as defined in claim 17, wherein the program code is further configured to, for a first funnel and a second funnel associated with the website, receive an indication as to:

which conversions for the visitors in the first subset are associated with the first funnel;

which conversions for the visitors in the first subset are associated with the second funnel;

which conversions are associated with the first funnel for visitors that received chat service;

which conversions are associated with the second funnel for visitors that received chat service; and

provide an indication related to the conversion rate effectiveness of the first funnel and the second funnel.

23. The system as defined in claim 17, wherein the program code is further configured to, for a first chat launch rule and a second chat launch rule associated with the website, receive an indication as to:

how many conversions are associated with the first chat launch rule;

how many conversions are associated with the second chat launch rule; and

providing an indication as to the relative conversion rates associated with the first chat launch rule and the second chat launch rule.

24. A method of measuring networked chat performance, the method comprising:

assigning a first subset of visitors to a website to a control group, wherein in order to measure chat effectiveness, the control group is not provided with online chat;

receiving and storing conversion related information for the first subset of visitors;

receiving and storing conversion related information for other visitors to the website that did engage in online chat during a time period when the first subset of visitors was not provided with online via the website; and

causing at least in part the conversion related information for the first subset of visitors and the conversion related information for other visitors to the website that did engage in online chat to be processed so as to provide information as to a difference in conversion rates for the control group relative to the visitors that are not in the control group and that received chat service to thereby provide a measure as to the effect chat has on conversions.

25. The method as defined in claim 24, wherein at least a first visitor is converted by making a purchase via the website.

26. The method as defined in claim 24, wherein at least a first visitor is converted by filing out a form provided by the website.

27. The method as defined in claim 24, the method further comprising causing at least in part a beacon to be provided to a browser with a website visitor, wherein the beacon indicates when a purchase has been made from the website.

28. The method as defined in claim 24, wherein at least a predetermined percentage of visitors visiting at least a portion of the website during a first period of time are associated with the first subset.

29. The method as defined in claim 24, the method further comprising generating a report including at least the following information:

an indication as to how many members are in the first subset;

an indication as to how many visitors received chat service during a first period of time;

the number of visitors in the first subset that made a purchase via the website during the first period of time; and

the number of visitors that received chat service and that made a purchase via the website during the first period of time.

30. The method as defined in claim 24, the method further comprising generating a report including at least a ratio of units sold to the number of purchases made by visitors in the first subset.

31. The method as defined in claim 24, the method further comprising:

for a first funnel and a second funnel associated with the website, receiving an indication as to;

which conversions for the visitors in the first subset are associated with the first funnel;

which conversions for the visitors in the first subset are associated with the second funnel;

which conversions are associated with the first funnel for visitors that received chat service;

which conversions are associated with the second funnel for visitors that received chat service; and

providing an indication related to the conversion rate effectiveness of the first funnel and the second funnel.

32. The method as defined in claim 24, the method further comprising:

for a first chat launch rule and a second chat launch rule associated with the website, receiving an indication as to;

how many conversions are associated with the first chat launch rule;

how many conversions are associated with the second chat launch rule; and

providing an indication as to the relative conversion rates associated with the first chat launch rule and the second chat launch rule.

33. The method as defined in claim 24, the method further comprising storing a rechat interval for a first visitor, the rechat interval specifying a time period in which online chat is not to be initiated with the first visitor, but in which the visitor can initiate an online chat.

34. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on the first visitor'"'"'s behavior on the website.

35. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on how much time the first visitor has been at a first web page.

36. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on a sequence of web pages visited by the first visitor.

37. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on how many times a web pages has been visited by the first visitor.

38. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on an exit of a web page by the first visitor.

39. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on determining that the first visitor has not completed a form within a specified period of time.

40. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on determining that the first visitor has not correctly completed a form.

41. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on referring information including some or all of the following:

a search term, campaign information, or a referring domain.

42. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part demographic information associated with the first visitor.

43. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on customer account information associated with the first visitor.

44. The method as defined in claim 43, wherein the customer account information includes purchase history information and/or preference information.

45. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on information provided by the first visitor about the first visitor.

46. The method as defined in claim 24, the method further comprising initiating a chat with a first visitor based at least in part on a search term used by the first visitor.

47. A method of measuring networked chat performance, the method comprising:

assigning a first subset of visitors to a website to a first group, the first group associated with a first set of one or more chat initiation rules;

assigning a second subset of visitors to the website to a second group, the second group associated with a second set of one or more chat initiation rules;

receiving and storing conversion related information for the first group;

receiving and storing conversion related information for the second group; and

causing at least in part the conversion related information for the first group and the conversion related information for the second group to be processed so as to provide information as to relative effectiveness of the first set and the second set with respect to conversions.

48. The method as defined in claim 47, the method further comprising:

based at least in part on a determination as to which of the first set and the second set provides for a higher conversion rate,

assigning a third subset of visitors to the website to a third group, the third group associated with the set of one or more chat initiation rules that provided the higher conversion rate;

assigning a fourth subset of visitors to the website to a fourth group, the fourth group associated with a third set of one or more chat initiation rules;

receiving and storing conversion related information for the first group;

receiving and storing conversion related information for the second group; and

causing at least in part the conversion related information for the third group and the conversion related information for the fourth group to be processed so as to provide information as to relative effectiveness of the third set of one or more chat initiation rules and whichever of the first set and second set which was determined to have provided the higher conversion rate.

49. The method as defined in claim 47, the method further comprising performing a plurality of comparisons as to the conversion effectiveness of different chat initiation rules.

50. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to a visitor'"'"'s behavior on the website.

51. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to how much time a visitor has been at a first web page.

52. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to a sequence of web pages visited by a visitor.

53. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to how many times a web pages has been visited by a visitor.

54. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to an exit of a web page by a visitor.

55. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to determining that a visitor has not completed a form within a specified period of time.

56. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to determining that a visitor has not correctly completed a form.

57. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to referring information including some or all of the following:

a search term, campaign information, or a referring domain.

58. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to demographic information associated with a visitor.

59. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to customer account information associated with a visitor.

60. The method as defined in claim 59, wherein the customer account information includes purchase history information and/or preference information.

61. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to information provided by a visitor about a visitor.

62. The method as defined in claim 47, wherein the first set of chat initiation rules includes a rule related to a search term used by a visitor.