The modern customer journey is highly complex and non-linear in nature. To understand the customer experience across channels, teams and tools, you must expand beyond the silos of strictly marketing or product related touchpoints.
Today’s businesses need to derive insights from across the organization, leveraging marketing, paid and unpaid advertising, customer success, product, support, sales and other groups within the company.
Most businesses find it challenging to democratize data across the organization and obtain a 360-degree view of their customers to drive end-to-end business objectives.
It’s crucial to know how prospective users engage with your product or service in order to identify leads at the right time and on the right channel. This is especially true for SaaS companies that offer a ‘freemium’ model when acquiring new customers. Often, they spend an unreasonable amount of time and resources on lead acquisition by sending repeated communications to prospects on an action such as a free trial sign up form.
Unfortunately, given the vast array of options available out there, such actions are no more telling of lead’s propensity to purchase. What’s worse is that unwanted emails or calls can do more harm than good by deterring them from your product or service altogether.
For a company focused on the customer experience, actions such as repeated use of certain features, downloading how-to tutorials and viewing software setup videos are much more indicative of interested prospects. However, there are few tools that track behavior across a product or service while enabling teams to engage with their users in real-time.
With an estimated 66 different SaaS applications that are in use per enterprise – primarily for web and social traffic based analytics activity – companies are unable to properly leverage the data flowing in their organization to generate meaningful and timely insights.
Moreover, the market is crowded with solutions promising results such as higher conversion rates that are generating further confusion about what solution to implement, at what cost, and at what time. Such a conundrum gives rise to data siloes that often fail to render timely insights to business users. Most importantly, companies often fail to realize how difficult it is to bring all the customer-centric data together in order to find a single source of truth.
Given the fragmentation of investments in tools across all sizes of enterprises, a unifying customer journey analytics solution integrates with all the relevant applications to provide a singular view of each customer and better analyze their interaction and needs across all channels. Companies need to anticipate their customers’ behaviors and shift how they think about and engage throughout the decision journey.
Although every organization is now aware that data is their gold mine, few have managed to establish a sound data strategy that will allow them to consistently monetize from it. Most companies have trouble simplifying their data architectures to build a single layer that augments all the relevant customer related information in one central location. Connecting with leads and channelizing efforts to truly convert engagement to revenue is that piece of the puzzle that unfortunately many are still trying to solve.
Woopra is an advanced customer analytics cloud service built with proprietary tracking technology that automatically builds detailed profiles of each customer in real-time. The profiles enable the user to view behavioral data of each customer based on their digital touch-points throughout their digital journey build behavioral segments of customers, leveraging Woopra’s segmentation filters.
Woopra was born out of the need to truly understand a customer journey by being truly channel-agnostic and platform-agnostic. Woopra pioneered customer analytics even before businesses identified the challenges with nonlinear customer journey and fragmented product engagement. It tracks customer touch points on the website, email, social, paid media, sales, technical support, help desk, video and most importantly, the engagement on the product/service itself. Over 1000 companies and 200,000+ end users use Woopra to maximize the value of their digital channels, and convert visitors into customers and advocates daily.
The Woopra solution is divided into four turnkey modules that help users effectively track, segment and analyze their customer journeys in real-time. These modules are designed to help users identify their customer engagement and act on it with highly targeted and personalized automations for the product, marketing and sales teams.
Companies today typically have over 15 different digital channels. The People module in Woopra consolidates all the customer data points into a single behavioral data stream. Woopra redefines customer analytics by giving a granular view of customers down to each individual or segment. Woopra is designed to track customer actions to give a truly accurate picture of each customer’s journey in one central view.
The People view gives users the ability to analyze and visualize customer actions by their web activity, page views, device type, email activity, help desk, payments, support and many other applications.
Woopra tracks both anonymous and identified users. It gives users a comprehensive view of customer’s entire behavioral history in the form of a timeline based on their behaviors, event-based activity, demographics, social touchpoints and organizational data. Woopra’s smart tracking technology enables users to identify customers across multiple devices and ensures that it shows all the customer information under one profile.
The Schema within Woopra defines what type of data is tracked by the users, how they want it to be displayed and how it can be aggregated. Schemas can be based on both visitor data and action data. Basic Schema automatically generate from any custom action or visitor property which makes it possible for the users to quickly aggregate data for smart filtering and powerful analytics reports.
Woopra gives users the ability to create custom People Reports, leveraging Woopra’s powerful segmentation filters. People report’s goal is to show users who matter most to your business, based on a vast number of behavioral, demographic or application specific criteria. People reports can be modified even further by adding custom columns that include visitor properties (e-mail, city, country etc), Segments, and Dynamic Fields. It’s also a breeze to make changes to these reports and share them with your colleagues to truly understand people behind the numbers.
Using built-in, highly customizable reporting, a user can easily view what kind of customer relationships are driving revenue and growth for an organization. Without going through the hassle of writing code, Woopra allows customers to build powerful behavioral reports in a few steps to instantly give you a holistic picture of how your prospects are engaging with your product/service. By giving a unified view of a wide range of custom events, a Woopra user can quickly build customer segments, for example, customers who are engaging with similar content can be bundled to offer suggestions about related items they may be interested in reading.
It is likely that an organization has already established steps to generate funnels in order to identify workflows of customer journeys and measure the conversion rates. What is unique about Woopra is that unlike other traditional funnel mapping tools, Woopra stores customer data in a 3-dimensional model which factors in some of the most vital elements impacting the customer journey that are rarely factored into the equation. This helps organizations avoid misguided assumptions and misplaced spend on optimization and personalization.
Woopra’s latest Trends Reports allow you to monitor how your key metrics perform over time and what behavioral properties drive your key metrics’ performance.
Woopra’s customer analytics is built so that users can stop spending time moving from one department to the other to collect relevant customer information and instead focus on generating data-driven reports in Woopra that tell them what the customer is actually experiencing. This enables them to ask questions that were never thought of before.
Woopra’s Customer Journey Reports are purposefully designed to map user journeys step by step, by allowing users to see how customers move from product engagement, website behavior, support requests, campaign sentiments, cross-functional departmental touch points – all within one report. Woopra’s journeys are one of its most powerful features that are designed to effectively bring down functional data siloes and combine any set of actions for a holistic view of your customer’s journey.
What makes Journey reports 3-dimensional is the ‘Optional Steps’ feature in Woopra. Optional steps allow users to study the attribution of those goals towards success, even though customers are not required to take them. With optional steps, users can track alternative paths customers might take in order to complete their journey and have these represented within the original funnel as well. For instance, are customers likely to convert if:
- They use the API
- They read the product setup guide
- They invite a colleague
- They come back from a retargeting campaign
All the above customer journeys can be measured in a single Journey report, thus giving the user a complete picture of the customer journey and an aggregate product sales revenue.
The comparisons feature makes it easy for users to see how conversion success through the funnel changes by segment. Woopra has a large number of built-in comparisons that have been set-up, out of the box. Users can segment their data and analyze it by date comparisons, geography, platforms/devices, campaign sources and a wide range of customer profile attributes. Beyond these, an extra column of comparison options will automatically populate, determined by the properties defined in your first goal.
Retention reports help the users see what actions customers takeover time by illustrating how long customers continue to get value out of your product/service. For example, what actions do they take to remain a customer or what series of actions resulted in them dropping off the engagement funnel and at what point of the funnel. Using the advanced action filters in Woopra, users can create segmentation reports in a few clicks. Retention reports are completely shareable with other users making it possible to democratize customer data throughout the organization.
With Trends Reports, you will never be in the dark again about how your key metrics are performing over time. Dig deeper and find out how seasonality affects your business revenue, or discover how your users from Europe behave differently than the users from North America. Trends Reports allow you to analyze any action that you track in Woopra within a fully customizable timeframe. They all can be customized on the fly and it’s super easy to share them with your teammates so everyone in an organization is on top of their KPIs performance.
With Woopra, users can create and track an unlimited number of custom actions. Custom actions are tracked by the built-in events installed automatically when users install an Integrations app, or by adding code to send Woopra data on specific behaviors that a user might take while the customer is on the website or app, such as “signup”, “play video”, “add product to cart”, etc.
For a cloud service that automates innumerable actions in a matter of few seconds, Woopra is incredibly user-friendly and nimble. In Woopra, triggers allow users to define and set off actions based on a series of events and visitor properties.
Users can build dynamic triggers based on multiple variables derived from behavioral data within Woopra. For example, users can add or update visitor properties when a visitor performs a specified action such as downloading a whitepaper on the user’s website. Users can also run custom scripts in order to trigger actions such as displaying discount messages or newsletter opt-ins.
Woopra allows users to set up triggers to automatically perform actions in third party applications. With over 60 different third party integrations, users can set up a wide range of triggers such as create a lead in Salesforce when a customer signs up for your product demo or add a visitor to a Hubspot workflow to send a promotional email.
With Woopra, users can schedule automated batches on a repeated basis based on user actions or attributes. Scheduled tasks allow users to perform powerful actions such as data syncing, exporting email lists, add/update subscription groups based on user behavior, sending reports to colleagues and exporting email lists so that users can focus on other important tasks. With integrations such as Dropbox, Box and Mailchimp, Woopra empowers its users to share critical business insights and updates within their organization.
To get a full picture of customer engagement across all of these different tools, teams spend much of their time looking at siloed data snapshots and piecing them together into a full picture of their users. Woopra solves this industry-wide problem by instantly connecting users to other tools in a matter of seconds. This greatly enriches the data from tracking custom events and identifying your customers on your website or application with Woopra’s SDKs.
Woopra’s Integrations® technology raises your sophistication across all marketing and support touchpoints, to bring a unique and quality experience. Integrations is an integration layer that offers users an ability to use pre-built plug-ins to enable data gathering across all their CRM, Payment, Mobile, Marketing Automation, Social, Support and many other tools.
Woopra offers integrations with over 60 different applications across e-commerce, mobile, email marketing, website tracking, CRM, advertising, social, storage, personalization and productivity platforms. These integrations allow users to take control of their organization’s data and centralize it in one single platform.
Woopra integrations take a few simple steps and can be set up with a few clicks and without a single line of code to make your application ecosystem even more powerful and give you more control over all the important data flowing in your organization.
Woopra is designed to share insights with colleagues and external groups by configuring Groups of Agents. Agents can customize their Dashboards and reports based on their preferences. Woopra also allows them to set up groups such as Product, Marketing, Sales and Support in order to set up different permissions and identify users to share and update reports and analysis.
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