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Customer Profiles

Customer Profile Overview

Overview

From the very beginning, we’ve believed that “individuals matter” in analytics. Understanding each user’s behavior empowers you to directly take action on your insight. Woopra’s Customer Profiles deliver a full behavioral history for each website visitor that is tied to business data such as the visitor’s name, email address, account size and any other data you choose to include.

Anonymous vs. Identified Visitors

Woopra tracks both anonymous and identified visitors on your website. Identified visitors are tracked by their email address and anonymous visitors are tracked by cookies. Once a previously anonymous visitor is identified (by providing their email address through a form, sign up etc), Woopra will aggregate all of the previous anonymous activity into the single profile.

In order to use Woopra the way it was intended, you should identify visitors whenever they provide an email address. Doing so will give you far richer Customer Profiles that truly tell you who your customers are and what they are doing on your website. In order to automatically identify visitors by email address, you will need to integrate Custom Visitor Data.

Tracking Customers Across Multiple Devices

Woopra’s platform has been built to track identified visitors across multiple devices. For example, assume a customer uses your product on their computer, then later accesses it again from their iPad. Most analytics services will count this user as two different people. Woopra is smart enough to know that this is one visitor and will show all the information from both devices under one profile.

Behavioral Timeline

The timeline allows you to understand a customer’s entire behavioral history with your website or application in just a glimpse. The timeline is broken down into two components.

Customer Profile Timeline

Horizontal Timeline

The horizontal timeline shows a visual overview of when the selected customer has been active on your website. Hovering your mouse pointer over the bars in the chart will reveal the date represented by that bar and the number of actions performed by the customer on that day. If you click on that bar, the date and specific actions will be revealed in the vertical list below the horizontal timeline.

Vertical List

The vertical list shows, line by line, every action the customer has performed. This includes every page view and every Custom Event. Some of the custom actions in this screenshot include confirming payment and chatting with customer support. If you only want to see purchase confirmation actions for this customer, just click the “All Actions” dropdown and select “Purchase Confirmation” from the list. To view more, simply scroll down. The list will scroll through all available data.

Custom Data in Customer Profiles

You will notice that the example Customer Profile above incorporates Custom Visitor Data, such as the customer’s name, and Custom Event Data, such as when the customer made a payment. This custom data is formatted with icons and plain language sentences via your Schema in Woopra. Schema are a way to organize custom data so that all of your agents can easily read and understand the Custom Visitor Data and Custom Events that you are tracking.

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