Conversation Flow Analytics within Qualified gives you the insights to understand which experiences are capturing the most leads and which branches in your experience are causing visitor drop off.
In this article, we’ll go over how to understand the analytics you’re seeing within each experience and how to use those numbers to improve and capture more leads.
Getting Started
To get started, navigate to a current experience that is running on your website. In this experience, you’ll see the flow analytics icon on the very top right hand corner as shown below.
Selecting this icon will populate the flow analytics throughout the experience showing up as small bubbles between each experience step.
You’ll want to select two important items as your filters:
- Version
- Date
The version, located on the top left-hand side, will give you all possible versions of your experience. As experiences are edited and changed, Qualified will track those so that you can compare different versions and how your changes might affect drop-off rates.
The date will dictate the date range that you’d like to closely examine. You’ll notice these are the dates in which the experience was shown to the visitors and the conversation analytic numbers will change as you change the dates.
Definitions
Sessions: A session is defined as every time a visitor is on the website. A session will end for a visitor when they are idle for more than 60 minutes.
Impression: An Impression is defined as every time a visitor is served an experience on a page.
Let’s take an example of a visitor from Nike coming to your website and viewing your "pricing page" experience. That is one impression now that they’ve seen your pricing page experience.
Let’s say that same visitor then navigates away to answer some emails and comes back five minutes later to your pricing page site still open in a browser tab, that is one impression and one session.
Let’s look at another example of a visitor from Walmart coming to your website. If the visitor hits your pricing page and sees that experience, that again is one impression.
However, let’s say your Walmart visitor then navigates to your product page where you have another experience that triggers and comes back again to your pricing page. That is two impressions of your pricing page experience.
Pounced: The act of a sales representative proactively engaging with a visitor before they hit the route step in the experience.
Drop Off: The act of a visitor leaving your experience or website before continuing on to the next step in the experience.
The Numbers
The first flow bubble you’ll see will tell you exactly how many impressions this experience has during the date range you’ve selected.
Not seeing any numbers appear? It could be that your current version is too new and you'll need to select an older version of your experience.
Next, you’ll be able to see your main greeting and how many of your visitors clicked through to start to engage.
In this example above, you’ll see that five visitors continued or 12.82% of all visitors who were shown the experience. 56.41% of all visitors who saw the experience left before clicking to engage, and 30.77% of those visitors were actually proactive engaged with by someone on the sales team before clicking to go further.
In order to see which CTA performed the best, you’ll look next at the branching logic set in place that tells Qualified where to go next when the click is placed by the visitor.
Follow the branching to see the analytics bubble on top of each CTA option.
You’ll also notice that before hitting the next step, Qualified will show at any point if your visitors dropped off or were proactively engaged with by your sales reps.
In the example below, sales reps proactively engaged with 6.7% of visitors. When you hover over the percentage, it displays the total number of visitors where a rep could have pounced (209) and how many visitors were actually pounced on (14).
Route for Inbound Chat Step
Now that we have a good understanding of what the numbers look like for each experience step let’s dive deeper into the analytics surrounding your Route for Inbound Chat step.
This step happens when a visitor has entered in the experience, gone down your branching, and is now ready to book a meeting or chat with the sales team.
Looking at the example above we can determine that:
- Five visitors (or 62.5% of all visitors were routed for chat)
- Two of those visitors talked to a rep
- Two visitors (40%) dropped off before being connected to a rep
- One visitor was sent to book a meeting after waiting to be connected to a rep
Summary
Experience Flow Analytics within Qualified gives you the insights to understand which experiences are capturing the most leads and which branches in your experience are causing visitor drop off. Use these numbers to see which experiences are more engaging, capturing more leads, and where your sales team is proactively engaging with your visitors.
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