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Use case: What do visitors do in your product? Let’s trace ‘em!

Have you ever thought about being a spy? Carrrot empowers you!

See how visitors interact with your product, where they feel confused and what they like most of all. Studying visitors’ behavior can let you acquire more customers (and it’s soo fascinating).

  1. Track events,  divide into segments

First of all, you need to configure data collection in Carrrot. Without it your spy talent won’t be that cool. But with it you’ll be able not only to analyze, but also adjust website content according to the their behavior and determine Aha moment.

NB! There’s visitor auto tracking switched on by default. It automatically collects emails from any field to a lead card. In order to turn this function off go to Tracking section – Tracking master – Auto tracking – Start and remove a check mark near the email address collection.

We recommend you collecting data via WebAPI, but you can also configure data transfer via Google Tag Manager or with our Tracking master.

If your product functionality is complicated and consists of several steps – look at how your users go through them. We divide ours into three groups:

  • Found a feature – visited feature page, asked about this new feature, etc.
  • Tried a feature – tried to configure, walked through the feature.
  • Received value from a feature – only you can decide what can be considered as a value. For example, we think that if our user made two or more funnels, then the value is gained.

Users can be divided into groups by a set of actions they make. That’s why it’s important to track and record them. People with the same behavior and actions can be segmented for you to help them actively use every feature of your product.

2. Fullstory integration: observing your visitors

Here is when cool spying tricks come. You can see what exactly visitors do in your product with your own eyes with the help of special services, for example, Fullstory.

We record the data about a special segment, not about all our visitors. To do that we run a Fullstory script made as a triggered message in Carrrot. This allows us to save time and money (Fullstory charges depending on the number of users and we record only actions connected with the investigated functionality).

How to do it?

Create triggered JS in Auto message section. As a trigger choose an action to start a recording from (for example, visited some section or pushed a button). Don’t forget that you can divide your audience into segments: record data about old and new visitors or those who went through your onboarding or not.

For example, let’s only look at those users who have recently signed up and are now visiting their admin panel to see what they do first of all and how do they conceive product functionality.  

Go to Auto section in Carrrot and create a new auto message. Choose a trigger – “Admin panel – visited”.  

Proceed to Audience and choose only leads with the event ‘Signed up – date of the first event – less than 3 days ago” and “Admin panel – visited – date of the first event – less than 3 days ago”.

In Form and content section click on Additional types of Message types and choose JavaScript. There you will see a field to paste the script into.

Now go to Fullstory. Create an account if you don’t have one and then go to the menu on the top right corner of the screen and choose Settings. There you’ll see a script – copy it and paste into Carrrot auto message (that black field for scripts).

That’s the Auto message we’ve created. Launch it and look at the results in Fullstory. There you’ll see videos of your users sessions and their analytics.

With the help of Fullstory and triggered messages like the one we’ve created together, you can solve several important questions:

  1. At what step of registration you visitors drop off? What did we do wrong that stops visitors from signing up?
  2. What is unclear to users?
  3. What website elements disturb users and decrease the conversion?
  4. What page elements are the most clickable by users?

3. Slack integration: catching first users

Don’t you want to talk to first users of your new feature and get their feedback?! Understand how they see its value and how they use it? We bet you want!

We want as well, that’s why we have an integration with Slack to catch users immediately. Everytime someone starts to use some new feature or signs up in Carrrot – we get notification in a special Slack channel. We can go ahead and start a conversation with this lead right away – catch him while he’s hot!

Configure the integration with Slack – it’s easy. Read our step by step instruction in the Knowledge base.

4. Starting personal communications

When we have collected enough information about our visitors and users, it’s time to take an action.

The moment you see that your user is exploring a new feature – write him in chat right away from the Leads section. You can ask how he is doing, or start from some specific question. The point is that you involve your users into a personal communication right at the moment when he’s looking through the subject.

When the lead answers, you’ll see his message in the Lead card (with all the conversation history) and in the Inbox section.

You can hold a conversation from the Lead card, but it’s more convenient to do it from the Inbox section. You can also tag your early bird users to come back to them in some time.

5. Automate review collection

Talking to every user personally is cool, but when it’s needed to receive a bunch of reviews on your need feature – automation is the case. Create an auto message in Carrrot to do that. 😊

We use or small pop-up not to distract users that much. For example, after we launched Dashboard section, we were collecting reviews with the small pop-up – it was shown to those who visited this section more than 3 times. This is how it looked like:

Everyone who saw the pop-up and wanted to answer it, could do it right in chat which opens when a user hovers over on it.

We had 16,5% conversion into reply – our customers asked, complained, thanked. We got a lot of reviews and made our Dashboard better for people who use it on a daily basis!

Summing up

  1. Configure data collection. The more information you collect, the more flexible you can be working with it.
  2. Run a Fullstory script by a trigger with the help of Carrrot triggered message – you’ll be able to see what your visitors are doing with your own eyes.
  3. Use webhooks to get the information about the new users instantly to Slack.
  4. Start personal conversations with them right from the Lead card.
  5. Send triggered pop-ups or chat messages to collect feedback automatically.
  6. Don’t forget to segment! That’s how you’ll get clear understanding of your visitors and users.

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