Analyze and manage contacts - Zoho SalesIQ

Analyze and manage Contacts

Who is a contact?

If a visitor provides contact information such as email address, phone number, etc. that can be used to perform a follow up, the visitor will be converted as a contact.

Contact List:

There are five types of default list available in the contacts module. They are:
  • All Contacts : This list  enlists all the contacts visiting your website.
  • Returning Contact : This list separates the repeated contacts from the all contacts and lists them separately. 
  • Today's Contacts : This list shows all the contacts who visited your website today.
  • Cold Contacts : The contacts who have not visited your website for more than 2 months will be categorized here.
  • New Contacts : The contacts who landed on your website for the very first time will be show here. 

Create your custom list:

You can create your custom list by adding various rules, if followed the contact will be enlisted in your list.

  • In the SalesIQ > People > Contact, click on the (+) icon next to the list type.

  • Set your rules to filter out your desired contact.

How to set rules to filter contacts:

  • Add a name to your list by clicking on the Add a Title on the top.

  • Make a rule from one of the pre-defined conditions available.

  • For example, here we want to categorize the contact who use  Google chrome as their browser. First, select a predefined condition called 'Browser,' now pick ' is' to filter users using the selected browser. Choose the type of browser and click Save.

  • After creating your first rule, you can add more rules to it by clicking 'or / and' next to add another rule.  

  • If you pick 'or' the contact will be filtered if any one rule is satisfied.

  • If you pick 'and' all the rules must be satisfied to be enlisted in the list.

  • After adding the rules, click Save .

  • Now, pick your custom list from the drop down on top, inside the Contacts module.


Sort Contacts in your custom list:

  • You can sort the contact list by choosing an option from the Sort List By drop-down.

  • Choose one of the sorting conditions based on which the order of the contacts will change.

  • Frequent Visitor: The most frequent contact will be displayed first.

  • Top Lead Scoring Visitor: The list will start from the contact who has the highest lead score.

  • Visitor Spent more time: The list will start from the contact who has spent the highest time on your website.

  • Recent Visitor: The list will be ordered from the most recent contact to the least. 


Personal and Contact Information: 

SalesIQ collects lots of essential information of the visitor. You can view all those information in the Visitor info tab.
  1. Name: The name of the contact.
  2. Email: The provided email address of the contact.
  3. Address: Location of the contact based on their IP address.
  4. Phone No: The phone number of the contact.

Website Informations:

Statistics of the visitor based on their website visits will be displayed here.
  • First visited: Date when the contact first landed on your website.
  • Recent visit: Date of the their last visit.
  • No. of visits: Number of times the contact landed on your website.
  • No. of conversations: Number of times the contact has initiated a chat.
  • Source: The source through which the contact landed on your website.
    • Campaigns
    • Direct
    • Search Engine
    • AdWords
    • Social Media
    • Referral - To know the referrer link, hover over the referral.
  • Frequency of Visit: Rate of visits by the contact .
    • Low
    • Medium
    • High
  • Favorite operator: Most contacted and highly rated operator by the contact.
  • Top Page: The most visited page by the contact.
  • Rating: The feedback rating given by the contact. 
    • Happy
    • Neutral
    • Sad

Conversation:

All the conversations made by the contact will be mentioned here. You can click on a specific chat to view the conversations in detail. The date and time, operator attended, and the status of the conversation will be displayed here. You can perform a follow up on the conversation by clicking Send Email at the bottom or the clicking the mail icon on the top right. The conversation can be used to analyze the contact and approach them accordingly.



Activity:

It gives a timeline view of all the activities performed by the contact in a session and the activities carried out by the operator for the contact. If you click on a particular session, the list of all the activities carried out by the visitor on that particular session will be listed.

The below details will be listed:

Landing Page - Clicking on the link will take you to the page visited by the contact.

Date and Time of Visit - Date and time at which the contact accessed the landing page.

Pages accessed - All the pages accessed by the contact throughout the visit will be listed.

Chat Initiated - Clicking 'Chat initiated' will open the chat transcript, displaying only the operator's initial chat.

Chat Ended - Clicking on 'Chat ended' will open the chat transcript, displaying the contact's entire chat conversation with your operators.

Email Sent - To view the contact's email, click on the "Mail Sent" and the mail will be displayed in a separate column.

Note Added - Clicking on "Notes" will display the added notes in a separate column.




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