LeadMonitors

There are two standard price brackets for Subscribers. 1. £29.99 per month for a website with up to 1,000 unique visitors per month. 2. £49.99 per month for a website with 1,001 or more unique visitors per month. Cost per Lead The cost per lead starts from £1 and is variable based on sector, criteria and volume, with price available on request. Payment process and timescale Each Subscriber will be given a 30-day free trial. After 7, 14 and 21 days they will receive an email with usage stats for the Subscriber, including the number of unique visitors. The third email will suggest the appropriate price band for the Subscriber. The 4th email, after 28 days will include a monthly report showing the number of unique visitors in that month and confirm the suggested package. To confirm acceptance of the service the Subscriber will be asked to view and accept the Subscription Terms Should the Subscriber select the lower package they will receive an email if and when 75% of the monthly service has been used up in any 30-day billing period, informing them of their usage and the option to upgrade to the higher level. Should they not respond they will be sent an email at the point of 100% usage informing them that the service will be blocked 24 hours later, and no record will be kept of any further visitors to the website. The Subscriber can opt to transfer to the higher package at any time.

With Lead Monitors there is simply a rolling monthly contract which can be cancelled at any time. You can upgrade or downgrade between different plans any time – directly from your account depending on the number of unique visitors you have.

Yes. There is no limit to the number of sites you can manage in one account. Sites are organized according to an 'organization' and plans are charged per site. This makes it easy to manage multiple sites that your organization owns in Lead Monitors. It’s also ideal to manage multiple client sites from one account.

Lead Monitors is the only tool to truly capture keystroke data in real time for both complete and incomplete or abandoned forms. By connecting the dots between these two areas, Lead Monitors allows you to see what your visitors are doing, as well as why they act the way they do. More importantly it allows you to contact the 50% of enquiries that get abandoned after being started.

Yes, we offer discounts to a Non-profit organization. Please contact us for more information.

For monthly payments, we support all major credit cards (Visa, Mastercard, AMEX, Maestro, and Discover).

Lead Monitors automatically collects data from all pages on your site and displays them in an easy to use layout. You can access Active Sessions, Full History, Incomplete Forms, Submitted Forms, Offline Forms, Export data and stats. This makes Lead Monitors more affordable and ideal for fast moving and lean organizations since it allows for rapid changes.

No. The prices for each plan are charged per site you set up in Leadmonitors. You are provided a tracking code per site which you can install on multiple domains. If your organization owns multiple sites, or if you work with clients, you select a plan for each site you set up. You can downgrade and upgrade your site plans at any time.

Lead Monitors will automatically notify you when you are reaching your limit providing plenty of notice to upgrade your package.

2 month statistics Page views – 2,577,057 Unique visitors – 1,563,589 Submitted forms & transaction – 120,738 Incomplete forms & transactions – 67,899 67,899 extra leads captured in 2 months LeadMonitors delivered an extra 22% contactable leads via SEO, PPC, direct to URL. On Facebook this figure is above 50%. One client saw an 80% increase on Facebook with an additional 800 forms captured in one day. LeadMonitors delivers increased lead capture – the increase in sales is entirely shaped by the contact strategies each business uses to assist their incomplete customers via direct mail, email and telephone follow up strategies.

DSAR stands for Data Subject Access Request. Individuals have the right to access their personal data, commonly referred to as subject access. Anyone can make a subject access request verbally or in writing and businesses have one month to respond to the request.

All data collected by LeadMonitors is stored electronically on servers across Europe on Vultr’s infrastructure within their datacentres. Our application servers and database servers run inside a private cloud. The database containing visitor and form data is only accessible from the application servers and no outside sources are allowed to connect to the database. We store encrypted backups via Amazon Web Services “Simple Storage Service” that are only accessible using secure credentials. Data Collection and Transmission Firewalls are in place exposing only the necessary ports through the internet and between different servers. Intrusion protection system (IPS) software is in place as a second layer of security, which will block access as soon as any suspicious login activity is detected. LeadMonitors transmit data from the visitor’s browser to our systems using WS over TLS (secure WebSockets) and HTTPS. Data in transfer is encrypted using the following protocols and ciphers: SSL Protocols TLSv1 TLSv1.1 TLSv1.2 SSL Ciphers ECDHE-ECDSA-AES128-GCM-SHA256 ECDHE-RSA-AES128-GCM-SHA256 ECDHE-ECDSA-AES128-SHA256 ECDHE-RSA-AES128-SHA256 ECDHE-ECDSA-AES128-SHA ECDHE-RSA-AES128-SHA ECDHE-ECDSA-AES256-GCM-SHA384 ECDHE-RSA-AES256-GCM-SHA384 ECDHE-ECDSA-AES256-SHA384 ECDHE-RSA-AES256-SHA384 ECDHE-RSA-AES256-SHA ECDHE-ECDSA-AES256-SHA AES128-GCM-SHA256 AES128-SHA256 AES128-SHA AES256-GCM-SHA384 AES256-SHA256 AES256-SHA DES-CBC3-SHA Data Access and Authentication Only engineers who require such access to perform their job efficiently are given access. Different engineers are given different access rights on different system components as well depending on the requirements of their task. Engineers who do have access have their own credentials and these are only valid when used from specific IPs. SSH key-based authentication is used for server access. Data collected via LeadMonitors is exclusively reserved for use by our users and customers. We do not access or make use of the data collected in any form or way unless consent is officially given by an administrator of the relevant account, clearly outlining what the data will be used for. Payment Details We DO NOT capture credit card details, the system is not designed to do this. The website owner adds the code to a form not a payment system. In almost all cases when a payment is taken from a website, the person making the payment is taken to a credit cards/payment web form which we have no connection with, so cannot take this information. As an example, you add the code to a form in your website relating to property, the system will capture the details in that form and also information about pages visited by the user, it cannot do any more than this. If you have 2 forms on your website and only add the code to one of them we cannot see details on the other. Again when it comes to payment details such as PayPal, your website should link to the secure PayPal system, so the person making the payment goes to the payment website. We have no links to other websites that do not have our code added so it’s impossible to see payment details. So to clarify, all details that people enter which you can view in real time goes into the cloud and is not seen by ourselves. The information is then drawn down from the cloud to your dashboard, so that only you can see and act upon the information, whereby people have filled in all their details but didn’t actually submit it, thus allowing you the opportunity to market back to them & convert missing leads / opportunities.

Legitimate interest is the most flexible lawful basis for processing data, but you cannot assume it will always be the most appropriate. It is likely to be appropriate when you use people’s data in ways they would reasonably expect, ways which would have a minimal privacy impact, or when there is a compelling justification for doing so. LeadMonitors (as the data processor) will help you (as the dtata controller) establish legitimate interest with a whole raft of advanced tools.

Installation After installation of the code, clients receive a verification email. Once receipt is confirmed platform access will be available immediately. This gives a full overview of all on-site, in-form keystroke activity instantly and provides a real-time overview of all customer details typed into the fields in each of a field within a transaction or web form. Data download and delivery All data is visible in real time. This is broken down into relevant groups, including active (live keystrokes), history, submitted, and incomplete. Engagement Real-time visibility of activity allows for build time engagement, and all incomplete data can be delivered as an individual incomplete lead via email or downloaded in CSV format and delivered into your CRM or dialler system as required. Using the Data Effectively There are four primary benefits of the live and captured data LeadMonitors generates. i. Analysis of previously unseen web form activity within form fields with an insight of hesitation points, trends and abandonment areas ii. Opportunities for real-time engagement with customers via live chat or telephone iii. Opportunities for post event engagement with incompletes – consumers who do not complete the form or transaction. This can include telephone conversations, post or in the event customer consent has been captured upon entering the site, email correspondence. iv. Replay features showing full customer activity and history, searchable by name, IP address, phone number et cetera.

GDPR provides six lawful reasons for the processing of data. The two most relevant to the application of LeadMonitors are: 1. The data subject has given consent to the processing of his or her personal data for one or more specific purposes. 2. Processing is necessary for the purposes of the legitimate interests pursued by the controller or by a third party, except where such interests are overridden by the interests or fundamental rights and freedoms of the data subject which require protection of personal data, where the data subject is a child. Point one is what we have all come to expect and understand as the basis for providing consent. For example: A prospective customer visits your website after seeing your advert. They complete your enquiry form and click the button to submit. By submitting the form, they are providing you with express consent to process their data to answer that enquiry and that enquiry only. Point two requires some further explanation. LeadMonitors collects data in real time, keystroke by keystroke. This enables you to monitor visitor behaviour in the lead up to submission of a web form. It will illustrate any potential customer journey issues, helping to understand why a form wasn’t completed, for example: • Did it relate to a question that visitors were unable to answer? • Was it asking for information visitors were simply not willing to provide? • Did a technical error occur resulting in the incomplete form? LeadMonitors tracks and records visitors by time, date and IP address. This provides your business with an audit trail showing how the data was obtained. The GDPRs state that personal data doesn’t just include names, addresses and email address of individuals, it also includes IP addresses and other data that will identiy an individual. Sign up now to find out how LeadMonitors makes GDPR compliance a breeze.

On the 26th April 2016 the European Union introduced GDPR (General Data Protection Regulation), an EU law on data protection and privacy for individuals. Following a two-year transition period GDPR became enforceable on the 25th May 2018. With potential fines of up to €20million (or 4% of annual global turnover) the stakes are high. Since the announcement of the biggest data protection overhaul in modern regulation, millions of businesses have begun the unenvious task of understanding how they continue to attract new business through compliant advertising, marketing and sales. With further restrictions also likely on cold calling, increasing conversion rates on active campaigns is even more crucial to the success and viability of businesses. At LeadMonitors, we are passionate about ensuring our customers maximise their lead conversion rates, ensuring they do so whilst protecting customer data and their business at the same time.

Your LeadMonitors online portal provides you with real time access to your leads via your dashboard, allowing instant human or AI interaction based on visitor behaviour, up to the second statistical data across your websites and the ability to reengage with dropped enquiries.

To allow businesses to successfully use our product and clarify the ICO position on GDPR compliance, we have sought clear, workable guidelines from the ICO, as detailed in the ICO’s written response below. This outline is for guidance and clarifies how businesses can install and use our proprietary code to capture and contact the multiple ‘invisible’ customers on their websites who start but do not complete an online form or transaction. In many cases the volume of incomplete leads we capture is greater than the level submitted. The ICO response identifies a framework allowing these potential customers to be contacted without consent in order to assist them. This increases customer contact and satisfaction levels, as well as business engagement, conversions and revenues. Questions to the ICO After detailed and lengthy discussion, we requested verification from the ICO on the following points. A significant percentage of consumers who visit a websites begin a form or transaction which they do not complete. Our analysis has confirmed there are a number of causes for this. These include issues within web forms, device problems, mobile data, 4G coverage, Wi-Fi, uncertainty regarding a product or the information required to complete, amongst other similar factors. These are all customer issues which a business can assist with. Therefore we will provide software to businesses which allows them to see this incomplete information and then communicate with the customer accordingly and appropriately. Under GDPR and other guidelines, our interpretation around use of this software to (i) market to consumers and (ii) engage appropriately with consumers is as follows:- – Consumer visits the website – They enter partial information onto a form – They have shown interest – They have been in partial contact – There is potential for a contract/agreement between the consumer and business – Their behaviour can be considered soft opt-in This is similar to a customer entering a showroom with interest in a product, allowing communication and negotiation to take place. Given there is no consent, the business position at this stage is one of legitimate interest whereby:- – The business could market to the customer in order to negotiate – They would document the contact and partial details indicating the consumer showed interest – The business would communicate appropriately adopting a stance of one-time use of the data – On contacting the customer they would (i) Offer to assist with their enquiry (ii) Identify the reason for the non-completion in order to offer assistance (iii) Confirm removal of the data if the customer did not want to continue – This engagement would be via email, a phone call, post, or a text message – This could also take place via live on screen chat where agents have visibility of the information typed – In the event of a phone call a TPS check would be a pre-requisite – Email or SMS communication would include appropriate STOP options – Reasoning would be clear on why a customer was contacted and businesses could explain this if queried We would welcome feedback on the above and any areas or aspects associated with this customer service strategy. Written Reply From The ICO 12 December 2018 – Our reference: IC-03679-R6Y9 Thank you for your email of 7 December 2018. I have summarised what we discussed below. TELEPHONE MARKETING: you are able to use the legitimate interest lawful basis to contact the individuals by telephone, provided that you screen the numbers against the TPS. I agreed that the process you wish to implement to contact the individuals via telephone, which you detailed in your enquiry, would comply with the Privacy and Electronic Communication Regulations 2003 (PECR). ELECTRONIC MAIL MARKETING: In relation to the electronic mail marketing, it would be difficult to justify being able to rely on soft opt in to be able to contact the individuals in this manner. This is due to the second requirement of the soft opt in criteria not being met, which related to obtaining the details in the course of a sale, or the negation of a sale, product or service. This is because partial contact by filling in a form which is then not submitted would not be enough to satisfy a negotiation of a sale. POSTAL MARKETING: I explained that it is good practice to screen marketing mailings against the Mail Preference Service. Although this isn’t a requirement like the TPS is for telephone marketing, it is advisable to do so to minimise complaints being made. If an individual objects to your marketing, then you should ensure you have processes in place to action their request, within the one month timeframe. Please see the direct marketing guidance for further information which you may find useful. although the PECR do not apply to postal marketing, organisations still have to comply with the Data Protection Act 2018 (DPA). In essence, the DPA requires that an individual is aware that an organisation has their contact details, and intends to use them for marketing purposes. The organisation must have obtained the address fairly and lawfully. It cannot send marketing mail if the address was originally collected for an entirely different purpose. Conclusion These details and guidance are clear and we are continuing discussions regarding a compliant basis for email and SMS communication. We are happy to provide further insight and documentation around this. LeadMonitors clients are deploying best practice strategies to assist customers compliantly and analyse their site and form conversion performance. The indications are as follow. LeadMonitors provides immediate scope to increase direct mail where address fields are part of a form Telephone contact to assist consumers is proving successful in converting them into customers Live chat options are massively enhanced with on-screen visibility of a customers’ actual keystrokes Significantly, feedback is clearly showing that most ‘incompletes’ are interrupted, side-tracked, or in need of help and assistance. Frequently consumers still have the form open behind multiple other pages on mobile, or comment that they ran out of time to finish the enquiry or purchase.

As per GRPR policy and ICO guidelines, all consumers have the right to request removal of their data. This is essentially a two-level request which can consist of an individual requesting tha (i) you remove their data from databases associated with for any marketing and communication purposes, and/or (ii) the removal of data stored by you for proof of engagement within your GDPR audit trail. In point (ii) email communication is required from your compliance contact directly to tech@leadmonitors.com stipulating all customer records relating to the specific individual will be removed. We remove the data will remove data within 72 hours of request and email to confirm it has been done.