The Customer Analytics Blog

Actionable advice on optimizing the customer lifecycle

How to Put a Face to Your Site Visitors

Using Woopra - May 16th, 2012 by Natalie Issa.

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How many times have you looked someone up after receiving a message from them or before getting on a phone call, whether it’s for sales, support, partnership or any other business purpose? Sometimes you just need to know who you’re talking to. And every business needs to know who their customers are.

In addition to displaying a live stream of individual website visitors that includes each one’s name, email, custom data and other demographic information, Woopra also gives you the ability to display an avatar for each visitor by simply adding a custom visitor data entry named “avatar”. All you need is this little snippet:

<script type="text/javascript">

function woopraReady(tracker){
	tracker.setDomain('yourdomain.com');
	tracker.setIdleTimeout(300000);

	tracker.addVisitorProperty('name','John Smith');	
	tracker.addVisitorProperty('email','john@smith.com');

	// In addition to name and email, you can also add an avatar
	tracker.addVisitorProperty('avatar', 'http://yoursite.com/avatar_url.png');

	tracker.track();
	return false;
}

(function(){
var wsc=document.createElement('script');
wsc.type='text/javascript';
wsc.src=document.location.protocol+'//static.woopra.com/js/woopra.js';
wsc.async=true;
var ssc = document.getElementsByTagName('script')[0]; 
ssc.parentNode.insertBefore(wsc, ssc);
})();
</script>  

Note that ‘http://yoursite.com/avatar_url.png’ is just an example in the code above and you need to set a specific photo URL for each of your visitors if they have any.

Methods to generate avatar URLs

There are many ways or methods you can use to generate an avatar URL.

1. Uploaded Avatars

If your customers upload profile photos to your website, you can simply add the URL of the avatar to Woopra under the property “avatar”, and Woopra will automatically display your customers’ photos for you in their profiles, chats, and even in the live visitor stream, which will give both you and your customers a more personalized experience as you’re engaging with them.

2. Gravatar

Even if a customer doesn’t directly upload an avatar to your website, you can still match them with a photo that they’ve given you access to. For example, if they’ve provided their email address, you can use Gravatar’s (Globally Recognized Avatar) service which enables you to generate a URL pointing to their photo using their email address.

3. Facebook Connect, Twitter API, LinkedIn etc.

In addition to Gravatar, if you’re using Facebook Connect or the Twitter API to authenticate your users, you can use their profile pictures to add individual avatars for your customers to Woopra. Simply provide the URLs provided by those APIs.

4. Our WordPress Plugin

Lastly, if you’re using Woopra’s plugin for WordPress, your customers’ avatars will be automatically added for you whenever someone subscribes or leaves a comment on your blog.

5. Your way?

Let us know if you’re using another method, we’d love to share them with our users.

It’s much easier to forget a name than a face. In addition to giving sales representatives, support agents and marketers more context and a deeper understanding of who your business’s customers are, it also helps your team remember more individual customers, enabling you to deliver an even better customer experience for each one. So, next time Walt P chats with you for support or Susan W wants to upgrade her account, you’ll actually be able to put a face to the name.

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