The Live View is where the magic happens. Agents can glean key information about their visitors, watch them browse, and engage in realtime.
This tutorial walks you through everything you need to know about the Live View.
Live Session View
After clicking a visitor card, you’ll open their Live Session View. You can watch the visitor browse around your site in realtime. See what they see as they scroll and navigate page to page. You can even see where their cursor is pointing, a great indication of what they’re reading right now.
Visitor Information Panel
ServiceBell surfaces rich information about every visitor on your site, so you can personalize every engagement, start more conversations, and convert more leads.
At the top of the visitor information panel, you’ll find the visitor’s name, location, status (online vs away), email, browser, device, and their lifecycle stage (new lead or paying customer).
When Clearbit reveals your visitor, you’ll also see firmographic information like the visitor’s company name, website, employee count, industry, and estimated revenue.
ServiceBell was purpose-built for HubSpot. If you have HubSpot connected to ServiceBell, you’ll see HubSpot contact and company data populating here as well.
After HubSpot data, you’ll find a complete log of every past conversation with the visitor, along with session recordings.
Reading through past conversations and watching past sessions gives helpful context for agents to pick up the conversation where they left off, even if it’s been a while since they spoke to the visitor, or a different agent initiated the conversation.
Lastly, you’ll find a complete log of the visitor’s sessions and pages visited. Armed with past conversations, session recordings, Clearbit reveal data, browsing history, and a live view of your visitor’s screen, it’s easy for agents to personalize every conversation.
Rules of Engagement
It’s nice to enter every conversation with context, but there’s a fine line between personalized engagements and being creepy.
For example, if you say “Hi John, I see you’re in London browsing on an Android device with Google Chrome, and you’ve been on our pricing page for one minute, and 37 seconds!” you can kiss your prospect goodbye.
On the other hand, saying “Hi Microsoft team! I see you’ve been checking out pricing for a while now - any interest in discussing a custom plan?” you’ll likely strike up a relevant and timely conversation that turns into an opportunity.
Use Live View to understand your visitor’s priorities, and tailor the conversation to their interests. For example, if a lead is looking at one of your products and reading reviews, you can assume the visitor is interested in a specific solution. When you reach out, ask questions relevant to the pains they might have, mention relevant customer stories, reference past conversations (if any), etc.