Using AppConnect

AppConnect Overview

Most companies have snippets of customer interaction information spread all over the place. From email automation, to live chat clients, CRMs to support platforms, companies interact with and engage their users in many ways from many different sources. To get a full picture of customer engagement across all of these different tools, teams spend much of their time looking at siloed snapshots and piecing them together into a full picture of their users.

AppConnect is a one-of-a-kind feature, which solves this industry-wide problem by instantly connecting Woopra 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.

AppConnect’s tight integrations with CRMs, help desks, email automation systems, live chat tools, and more, allow you to take control of your data, centralizing it in a single platform.

AppConnect Function

AppConnect’s Apps install easily in just a few clicks. Once installed and authorized (where necessary), the different Apps instantly sync actions from within the given tool to Woopra. You will be able to use these actions immediately throughout Woopra: in the Customer Profiles, as segmentation filter options, Funnel goals, and so on.

In addition to bringing data into Woopra, some apps also enable you to trigger actions in other tools to create more personalized and more relevant customer experiences than ever before.

Other apps allow automated scheduling of important reports to different tools, so that all teams can easily access important reports from a single location, without requiring different authorizations or permissions in your many different products.

Use Cases

AppConnect is entirely unique in its ability to bring all of your data together into a single hub, where you can then analyze and automate actions based on a comprehensive picture of your customer’s interactions, from their responses to email campaigns, onsite surveys, chat efforts and so on.

Let’s consider a few examples; Using the Zendesk App, a SaaS company may set up a trigger to upgrade ticket status when a user experiences any kind of error. The recently submitted ticket of a high profile customer could be automatically upgraded to urgent, allowing for faster reponse times.

Another example might be an online game company, whose support team closely monitors player activity for any potential abuse. They might make good use of the Hipchat app, which installs a trigger action which allows you to post custom messages to your Hipchat channels when a given action occurs. This company might set up a trigger to alert the moderators immediately when there may be questionable activity.

A sales representative might schedule an upload for a weekly report on new signups, which is automatically shared with product and sales teams, or upload a monthly report on Adwords performance, to be shared with the marketing team and an outside agency.

Set up the Apps

Select the AppConnect icon from the sidebar to access the apps. Click on the app of interest to get set up. From the configuration page, select install, and follow the instructions to authorize the App according to the permissions of the tool.
mandrill-install

Once installed and authorized, select the Configuration page again, to ensure that the tracking of interest is selected. Different Apps will allow for enabling or disabling of certain features from this page, so be certain to check for more information.

Working With AppConnect

After installation, any App actions automatically sent or defined by the configuration setup will automatically appear as Schema Analytics reports, and become available in segmentation filters and labels.
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To use AppConnect Trigger actions, open the ‘manage’ section, and select ‘Triggers’. Configure the conditions that you wish to trigger the action, and select the App Action from the ‘Add Actions’ options, and define the conditions appropriately. Save your setup.

triggers

To schedule report uploads to the tool of interest, choose to upload your Search or Analytics reports to the app target by selecting the tool name from the scheduled tasks options.
Configure the specific destination you want to send the reports to, and the format that you’d like the report to be sent in. Save your setup.

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