13 November 2024

Zoho SalesIQ: Chat with Your Customers and Track Website Visitors

By Ronald Smith

Have you heard of Zoho SalesIQ? It’s a super cool app that lets you chat with your customers live and keep track of who visits your website. I think it’s worth checking out, especially for small businesses like ours.

Did you ever notice that little chat button on almost every big retail or B2B website? It turns out, live chat apps are becoming really popular these days. And it’s no wonder why. With more and more people shopping online, businesses are realizing the value of chatting with their customers while they’re browsing their website.

Now, here’s where it gets even better. The best live chat apps, like Zoho SalesIQ, also come with website visitor tracking. That means you can see real-time data about the people who visit your website. How cool is that?

Tracking website visitors is important because it allows sales and customer service agents to have access to useful information. They can see where visitors are from and what web browser they’re using, which can be helpful in solving technical issues.

But it goes beyond that. Tracking website visitors also provides valuable data that helps agents know when to engage with visitors and offer assistance. For example, if a visitor has been looking at your product page and then moves on to your pricing page, knowing this can be extremely valuable in closing a sale. Additionally, website tracking can provide insight into the paths that visitors take on your site. This information can help you identify any problems, like if visitors are leaving your site at a specific page.

Let me show you why website tracking is super important and how it can benefit us in sales and customer support situations.

Lately, we’ve been using Zoho SalesIQ as our live chat app and website visitor tracker. In this review, I want to tell you why we picked it and how it helps us, plus the good and not-so-good things about it.

A Closer Look at Zoho SalesIQ

Awesome Features and Benefits of Zoho SalesIQ

  • You can easily put a live chat box on your whole site, or like we do, just on specific pages.
  • There’s a dashboard where you can see how many visitors are on your site and get other info.
  • You can assign agents to handle live chat conversations.
  • You can set up automatic actions to engage visitors.

There’s a whole lot more you can do with ZohoSalesIQ live chat. One awesome feature is the ability to appear offline and still capture inquiries for later response. This is really important for small businesses like ours at USamerica.US. We don’t have the luxury of monitoring live chat 24/7 or on weekends due to limited staff. But that doesn’t mean we can’t still provide excellent customer service! We can simply put up a message letting visitors know we’re not currently available and offer to respond via email later. We can even set up automatic responses that direct visitors to our FAQs and support materials if we’re unavailable.

But let’s talk about website visitor tracking because that’s where Zoho SalesIQ truly shines. We find this feature incredibly valuable.

  • I absolutely love using SalesIQ because it gives me the power to access valuable data. It’s really amazing how I can see all the important information that helps me understand how people interact with the most crucial pages on my website. It’s like having a secret window into the minds of my visitors! For example, I can easily track the paths that visitors take as they navigate through my site and even see how they end up on my sales pages. This kind of insight has been incredibly helpful because it has allowed me to make informed decisions about making significant changes to my site navigation and the content on my sales pages. Honestly, without the amazing website tracking data provided by Zoho SalesIQ, it would have been nearly impossible for me to have such a clear understanding of my visitors’ paths.
  • One thing that really sets SalesIQ apart is its unique way of presenting visitor tracking information. Yes, you can see it all in a simple list format, but what really catches my eye is the concentric circle display (take a look at the image that goes with this text). It’s a total game-changer! You can set up these circles to visually represent different kinds of behavior on your site. It’s like having a fascinating and interactive visualization tool right at your fingertips.

SalesIQ is a tool that helps you evaluate leads. If you’re not familiar with the term scoring leads, don’t worry. It simply means using Zoho SalesIQ’s data intelligence to give a score to a potential customer. You can assign a higher score to visitors who demonstrate specific behaviors or possess certain characteristics. For instance, if someone has visited a particular page multiple times or downloaded one of your valuable resources, they may be more likely to make a purchase than someone who has only visited once. In such cases, you would give the repeat visitor a higher score. You can even take it a step further by setting up triggers to reach out to these high-scoring visitors proactively.

Now, let’s talk about the advantages of Zoho SalesIQ.

On top of the features I mentioned earlier, SalesIQ has some other advantages. Let me tell you about them. First, there’s this handy Zoho SalesIQ plugin for WordPress. I had the chance to really test it out on one of our smaller sites, and boy, it did not disappoint. It’s super simple to use — just install the plugin and voila, you’ve got SalesIQ on your WordPress site. You can even choose to hide the live chat box and only use the website tracking feature. But if you want more control over where SalesIQ appears, you can manually add the SalesIQ code to specific pages of your site instead of having it on every single page.

The biggest advantage of SalesIQ is how seamlessly it works with Zoho CRM. If you’re like me and use Zoho CRM, you don’t need to go through the hassle of a separate integration project or deal with clunky spreadsheets. Sales leads can be directly placed into your CRM system. Not only that, but you can also identify Zoho CRM leads that are browsing your website, allowing you to reach out to them proactively.

For me, the real highlight of SalesIQ is its integration with Zoho CRM. Zoho even offers a suite called CRM Plus, which includes CRM and SalesIQ, among other products. If you choose CRM Plus, you not only get great pricing, but also a suite of products that work seamlessly together to integrate your sales, marketing, and customer support efforts. Zoho CRM, which I will review separately, is extremely powerful for its specific tasks.

Drawbacks of Zoho SalesIQ

Zoho SalesIQ is a really useful tool for us. It helps us a lot with our sales, and we rely on it a lot. But like any app, it’s not perfect. There are a few things that I think could be improved. Here’s my wish list:

  • I want to see more emphasis on reporting from the website tracking feature. It would be great if I could easily export data like the pages that were accessed. Right now, I can find the data in the app, but it’s not very convenient because it takes multiple clicks. Plus, it’s hard to extract some of the data for in-depth, long-term analysis.

Zoho does offer integration with Google Analytics, but I’ve found that it’s not very useful. The only information I seem to get from SalesIQ in Google Analytics is how many times people clicked on the live chat button. I think Zoho should put more focus on developing their website tracking reporting so they can surpass their competition and really stand out.

  • When I use the app, I sometimes feel like the developers tried too hard to make it simple. It can be confusing because there are hidden features that I didn’t notice before, like little icons that I never clicked on.
  • I enjoy using SalesIQ on my Surface tablet, especially in the evenings. But there’s a problem with the website tracking on touchscreen tablets. About five percent of the tracking data, such as the referral source, can’t be accessed because it requires a mouseover, which isn’t possible on a touchscreen.
  • I find the graphics for the live chat box a bit outdated. You have some control over customizing its look, but only to a certain extent. It would be great to have more stylish graphics and more options for customization. If your live chat app looks like it’s from 2010, it doesn’t leave a great impression.

    Who Zoho SalesIQ Is Best For

    Zoho SalesIQ is ideal for businesses of any size who are dedicated to maximizing their website’s potential for increasing sales by engaging with visitors and capturing their information.

    I think Zoho SalesIQ is particularly beneficial for small businesses. Its automation and data intelligence features allow you to scale and grow your business without overwhelming your current staff or needing to hire a lot more employees. Automation can truly be a friend to small businesses.

    Zoho SalesIQ really shines when you use it together with the CRM Plus suite, which includes Zoho CRM. The best part is that the integration is already built in, so you don’t have to worry about any extra work.

    As a small business owner, one of my biggest frustrations is being promised that an app will seamlessly integrate, only to find out later that it’s not as easy as it sounds. Sometimes, you even have to hire a consultant and spend a ton of money just to get it to work properly. And on top of that, they often ask you to spend countless hours writing out all your requirements in a detailed document. It’s a real headache!

    But with Zoho CRM Plus, it’s a different story. You don’t have to worry about any of that. The Zoho products are already integrated, so all you have to do is press a few buttons and you’re good to go. It’s that simple!

    I can’t recommend Zoho SalesIQ and the Zoho CRM Plus suite enough for any small business owner or marketer who is serious about selling and serving customers. Trust me, you’ll be amazed at how much your sales will increase once you have the right tools in place.