The vast majority of website visitors don’t have the time or the inclination to repeatedly fill out any inquiry/pre-chat form to initiate a chat process with a LiveAgent. Most users prefer abandoning the process and leave the website instead of sharing their information yet again.
Pardot can help you track down basic information (name, email address, etc.) of any website visitor, registered or guest, and use it to deliver a more personalized user experience.
How Can Pardot Integration with LiveAgent Benefit You?
Typically, when a user visits any business website or a landing page that uses a Pardot form and engages with the content, they often provide their personal details. This information includes (but is not necessarily limited to) their name, last name, email address, company, and geographic location.
Later, if the same user visits the website or any of its communities as a guest user, using the same browser, and tries to access the Live Chat option to get instant help, they won’t have to fill out the pre-chat inquiry form. Instead, they will receive a welcome message addressing their name in the chat box.
How is it done?
Pardot stores cookies containing user information. When a user who has filled out the form on your Pardot powered website in the past, visits any of your other websites or communities and clicks on the Live Chat option, stored Pardot cookies can be used to update/auto populate the pre-chat form related to the LiveAgent. This saves the user’s time and gives a more personalized, rich user experience.
The Bottom Line
Personalization and targeted communication delivers superior results. With user information integrated with the LiveAgent Module, you will be able to reduce friction in the communication process while providing a personalized user experience. This Pardot integration will drive higher volume of chat engagement and enhance customer satisfaction for your business.