Introduction to Woopra

Customer behaviors and their interactions on digital channels change rapidly. In order to truly orchestrate the context behind customer interactions, it is critical to get a complete picture of their behaviors and preferences. Woopra goes to the heart of this problem and addresses some of the most fundamental business problems of today.


Challenges the Woopra Platform Solves

1) Nonlinear customer journeys and challenges to data democratization

Customer journeys today are highly complex and nonlinear. In order to truly analyze customer behavior across channels and in real time, it is simply not enough to limit your customer analytics to marketing related channels.

Today’s businesses need to derive insights from across the organization, leveraging marketing, paid and unpaid advertising, customer care, product support, sales and other groups within the company. Most businesses find it challenging to truly democratize data across the organization and have a 360-degree view of their customers in order to truly drive their business objectives.

2) Limited understanding of product engagement

For most organizations, it is crucial to know how their prospective customers engage with their product/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 to acquire new customers. Oftentimes, 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 the intent of purchase of the prospects. What is worse is that unwanted emails or calls can do more harm than good by deterring them from your product/service altogether.

For a company that is truly focused on customer engagement, 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 a handful of tools that truly track customer engagement on their product/service while at the same time enable business users to pursue these engaged users in real-time.

3) Functional data siloes

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 intelligence 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.

4) Inability to monetize from data

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 Product Capabilities

Woopra is an advanced customer intelligence 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.

Woopra was born out of the need to truly understand a customer journey by being truly channel-agnostic and platform-agnostic. Woopra pioneered customer intelligence 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.

Module One: People

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 intelligence 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 customer actions by their web activity, page views, device type, email activity, help desk, payments, support and many other applications.

Key Features:

Customer Profiles

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.

Customizable Schema

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 rich pre-generated reports.

One-Click Segmentation (Labels)

Woopra gives users the ability to perform dynamic searches based on actions, events and profile attributes to create quick ‘Labels’ that can help users name, define and save specific user groups that they want to monitor. Labels are an efficient way of saving customer segments that are important to your business. They are completely customizable and can be used dynamically to add customers to segments based on a number of behavioral, demographic or application specific criteria. Labels are pre-populated in the segmentation drop-down menu and thus, they can be used to dynamically generate funnels, retention and navigation path reports.

Module Two: Customer Analytics

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 building custom reports that often take days to generate, Woopra allows customers to build custom 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 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.

Key features:

3-D Customer Journey Funnel Reports

Woopra’s Customer Journey Funnels are purposefully designed to map customer journey 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 funnel. Woopra’s funnel reports 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 these funnel reports 3-dimensional is the ‘Optional Goals’ feature in Woopra. Optional goals allow users to study the attribution of those goals towards success, even though customers are not required to take those steps. With optional goals, 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 3-D funnel report, thus giving the user a complete picture of the customer journey and an aggregate product sales revenue.


Click-and-Compare

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 and Churn

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.

Custom Data

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 AppConnect 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.

Pre-generated Custom Reports

When a user sets up custom action tracking, Woopra automatically generates analytics reports based on these actions. Custom actions can also be used as segmentation criteria in the funnel reports making it easy for users to analyze business goals across various touch points. By leveraging custom data as parameters to generate reports, users can quickly identify high-growth customer segments and realign targeting initiatives on the go.

Module Three: Triggers & Automations

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.

Key Features:

Behavioral Triggers

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.

AppConnect Action Triggers

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.

Automate Batch Tasks

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.

Module Four: Integrations

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.

Key Features:

AppConnect®

Woopra’s AppConnect® technology raises your sophistication across all marketing and support touchpoints, to bring a unique and quality experience. AppConnect 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.

Zero Coding
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.

Data Democratization with Agents
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.

If you have any further questions, please don’t hesitate to contact our support team by emailing support@woopra.com.

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