Control your environment without installing any third-party code.As an add-on package, SiteSpect Enhanced Analytics combines two powerful tools to fortify and finely tune campaign data:
  1. Outlier Data: To identify and mitigate anomalous data that can skew data-driven decision making.
  2. Real User Monitoring (RUM): Capture & analyze actual user interactions and layer performance metrics into any campaign report.
For more information visit sitespect.com/analytics.
SiteSpect is CCPA Compliant. The California Consumer Privacy Act (CCPA) is a state statute intended to enhance privacy rights and consumer protection for US residents of California. More information about SiteSpect’s CCPA support is located on our Customer Notice On EU GDPR and CCPA Support page.SiteSpect will dedicate resources to the equivalent of a full-time employee to work with your team at your offices.SiteSpect will dedicate resources to the equivalent of a half-time employee to work exclusively with your team across any of the professional services.SiteSpect will dedicate resources to the equivalent of a full-time employee to work exclusively with your team across any of the professional services.SiteSpect provides on-site training sessions custom designed especially for your business and IT teams to help you achieve your business goals.SiteSpect has a curriculum of training modules and best practices that you can take advantage of to increase your team's adoption and mastery of the user interface.We offer training to get you up and running quickly, including test building courses & analytics interpretation.Take advantage of SiteSpect's premium help and knowledge portal where you will find FAQs, how-tos, and detailed step-by-step instructions for successful use of the SiteSpect platform.We offer monthly webinars on SiteSpect featured functionalities and best practices for increased value and success.Identify additional testing and personalization opportunities from the results of past campaigns.Our professional services team will work with you to create visualizations to demonstrate how SiteSpect affects your revenue.Optimization Consultants will provide full analytical reports on campaign performance, highlighting KPI impact, segment analysis, and key insights.Optimization Consultants will show you the best way to get the most out of your traffic across a large number of tests and personalization campaigns.Learn how to track and monitor running tests and personalization campaigns.Learn best practices for efficiently creating and executing tests and personalization campaigns.Design, develop, and optimize all of the components for your program.Learn how to structure experiments to maximize learning and efficiency. A/B vs. MVT, Controlled Experiments vs. Personalization.Add a workflow tool to integrate your prioritization and team workflow directly into SiteSpect.Your Optimization Consultant provides best practices and process recommendations for running a high functioning optimization program.SiteSpect will provide guidance and support for making decisions regarding scheduling tests in order to maximize efficiency and generate as much learning as possible as efficiently as possible.Working with key stakeholders in your organization, SiteSpect will provide test ideas that improve the customer experience and move the needle on your key performance metrics.Your Optimization Consultant will provide best practices for creating data-driven hypotheses that answer key business questions.Based on our experience and your analytics, your Optimization Consultant will help you identify optimization opportunities and establish a workflow for collecting and managing input from across your organization.Provided by your SiteSpect Optimization Consultant who understands your business objectives and works with you to achieve your testing goals and increase ROI.Number of hours SiteSpect professional services representatives will work on strategy, creation, or analysis for your optimization program.Enforce an optimization workflow with campaign administrators, builders and read-only roles.Custom integration with 3rd party tools such as Adobe Analytics, Google Analytics, CrazyEgg, Hotjar and more.Build and optimize the customer experience on iOS and Android apps. Build experiences visually, directly on your mobile device, leverage our SPAs or use API only solution.Leverage Custom Variables to capture dimensions about users, such as products purchased, categories viewed and items searched.Isolate users in single Campaigns or allow them in multiple overlapping experiences.Create a unified customer experience by connecting experiences for recognized users across devices.Automate your optimization program through our API: http://developers.sitespect.com/Test and deploy server-side functionality with on/off switches or progressive rollouts. Leverage cookies, headers or parameters for feature flagging. Test and optimize your CMS, recommendation engine, and other vendor tools.Leverage our SPA SDK to test and optimize your Single Page Application. Support for major frameworks such as Angular, React, and others.Modify the source code of pages on the fly with Regular Expressions, with zero impact to performance. Replace, remove, add in new functionality before pages are rendered in the browser.SiteSpect offers a number of capabilities for effective front-end testing. Use Visual Editor or Regular Expressions to modify source code, support SPA frameworks, define pages for reusability in tests, and minimize performance hits for users and servers.Use point-and-click actions to modify text, images, buttons, promotional banners, and styling. Create, move, rearrange, hide, and track behaviors across channels. Works with SPAs out of the box, such as React and Angular.Push winning Variations to all traffic to benefit early from wins. Push hot fixes your website to quickly resolve issues, to all traffic or segments of users.Respond to real-time alerts and in-product messages to proactively manage your campaigns. Known when a campaign has a winning variation, is hurting conversion, does not have any recent visits, or is disabled.Quickly analyze and understand relevant campaigns and outcomes. Measure conversion, KPIs, user actions, events, conversion funnels, and other key user interactions in our comprehensive dashboard.Personalize the experience for mobile devices, geo location, user types, and user behaviors. Build your own Audiences to align with your key segments of users and leverage your Data Layer.Experience our proxy architecture built from the ground up to avoid flicker and ensure fast experience delivery across desktop, tablet, and mobile devices.Training to get you up and running quickly, includes test building courses & analytics interpretation.Dedicated optimization consultant for strategic and tactical guidance. Your GoLive Report is a success plan to get your team up and running, including website audit, test ideas and optimization roadmap. You will also get ROI (return on investment) modeling backed by Forrester.Depending on which package there are countless tests, segmentations and optimizations within your control across almost any digital touchpoint.Run as many Campaigns as you want.Our optimization experts work with you to recommend 10 impactful test ideas to improve customer experience and impact your bottom line, and build 10 Campaigns so you can quickly benefit from our platform.Directly ingest SiteSpect traffic logs into your monitoring infrastructure to diagnose underperforming applications/servers and identify site errors in near real time.SiteSpect sends a sample of log data to Logz.io, a log visualization service. This service offers full flexibility to view and analyze logs relating to traffic health and routing. Your network operations center can also use this service to build your own visualization and dashboards or integrate into existing systems.SiteSpect is GDPR Compliant. The General Data Protection Regulation (GDPR) is a legal framework that sets guidelines for the collecting and processing personal information of individuals within or who are citizens of the European Union. More information about SiteSpect’s GDPR support is located on our Customer Notice On EU GDPR Support page.SiteSpect is HIPAA ready, which saves you time when you use SiteSpect in your HIPAA-compliant environment. SiteSpect obfuscates and encrypts visitor behavior and does not store any personal data. SiteSpect also offers on-premise and other deployment models to guarantee personal data never leaves your datacenter.SiteSpect supports Single Sign-On (SSO) authentication through Active Directory and SAML. SSO allows you to centrally manage SiteSpect permissions and login credentials. It also makes it easier for SiteSpect users to quickly log in and switch between their applications saving time and improving productivity.Restrict user access to SiteSpect by IP address.Restrict access to your websites by IP address. Create lists or ranges of IP addresses that allow trusted (whitelisted) users to access your websites or prevent access from disallowed (blacklisted) users.Two-Factor Authentication, also known as 2FA, requires not only a password and username but also something that only a user has access to, such as a token. Using a username and password together with a token makes it harder for potential intruders to gain access to SiteSpect.SiteSpect complies with both the EU-US and the Swiss-US Privacy Shield Frameworks. SiteSpect certifies that it adheres to the Privacy Shield Principles with respect to personal data. More information about SiteSpect’s Privacy Shield support is available on our Business Services Privacy Policy - GDPR and Privacy Shield page.SiteSpect includes a complete history of every user action. Quickly undo changes in the audit history list and audit any change as part of your change management process.SiteSpect maintains the privacy of all customer data by ensuring no test data is exposed and that data is not grouped with or shared with others in any way.SiteSpect leverages Alert Logic to monitor and track security vulnerabilities. This provides you with an additional line of defense as we will notify you of any detected threats or attacks on your website.SiteSpect supports nine different permission levels that provide control and configurable access. Set view and edit permissions on a per user basis for building, managing, and analyzing campaigns.SiteSpect fully supports encryption for all types of in-transit data such as end-user content, SDK and API transmissions, and business user data. We also support testing on HTTP and HTTPS websites.

Series Part 2/6: Answering the Question “Who is the User?” to Optimize an Experience

March 2, 2020

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The first question we’re tackling is perhaps deceptively straightforward seeming, Who is the user? It sounds simple, but it has some nuance to it that we should explore. Let’s start with an example. I aggregated some data from SiteSpect’s customer base, and found the following information on who the user is. 

As you can see, on aggregate, the sampled websites are getting 30% bot traffic, 20% anonymous “incognito” users, 45% anonymous users that allow cookie tracking, and 5% signed in users. Note, this is not meant to be representative of websites in general, but one example of a hypothetical traffic breakdown. So what do we do with this information?

Human or Robot?

Though often overlooked, the first question to consider is how much traffic comes from bots. It’s very typical to see over 30% of traffic coming from bots. Good bots, used for things like indexing your site for search, are easy to detect because they usually self identify. Bad bots, however, are designed to pretend to be real users in order to capture data from your site — or other undesirable activity. To manage this, you have to understand whether your analytics or optimization software can identify and exclude bots from both your analytics and personalization software. If you can’t easily get a clear answer, this traffic is probably being mishandled. SiteSpect, for example, filters out bad bots and allows you see how many are hitting your site. Make sure whatever analytics tool you use does the same.  

What if the User is Anonymous?

Once you’ve filtered through your bot traffic, you can identify the rest of your users. However, this doesn’t require as much information as it may seem. You don’t need a name, or a formal identifier, to understand who you user is. A lot of information can be aggregated over time to create an anonymous user profile to understand who your user is. Here are some steps to understanding anonymous users.

  • User agents – Every request to your website contains a user agent. This has information in it that can lead to understanding the user’s geolocation, device, browser, etc. Make sure your optimization or analytics software can gather this information on the first request, as it will become valuable when you begin answering the question, What experience should we show that user?
  • First-party cookie – Anonymous users that visit your site more than once will contain first-party cookies. This allows you to capture previous visit user behavior to get a better understanding of things like likes and dislikes, patterns, and points of friction.
  • Third-party cookies – There are many ad tracking offerings that capture cross-site information about users that can provide meaningful insights. However, since many browsers are now blocking third-party cookies by default, you will need to be careful about how you segment and record this traffic.

What if the User Doesn’t Want to be Tracked? 

It’s important to understand that users may not want you to know who they are. Privacy laws like GDPR and CCPA along with new browser capabilities like Safari ITP and FireFox ETP reflect the clear message that users value privacy now more than ever. So, when you begin answering the question, Who is the user?, understand that the type of information you can get depends greatly on the user and the experience. This just means that when you begin designing and optimizing an experience for those users, you need make sure that includes building trust. User privacy and data protection is part of the customer experience.

Understanding Signed in Users

Some users will log in to your site, self-identifying and giving you ample opportunity to understand who they are. For the valuable users that have signed in to your site, it’s important to have a complete understanding of their user experience. Users often connect to a site from multiple devices (on average over 6 connected devices per person) so mapping those devices together to understand the whole customer journey is key. Ideally, to build a complete view of the customer you will want to aggregate user behavior from stores, marketing efforts online and offline, as well as any customer support calls they may have made in addition to online behavior. Customer Data Platforms are becoming a popular way to both aggregate and distribute user profile information. Make sure your solutions have the flexibility to integrate with customer data platforms via multiple techniques including data layers, cookies, and APIs for both data import and export.

Join me next week as I explore how to answer the question, What experience should you show the user?

To learn more about SiteSpect, visit our website.

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Justin Bougher is the VP of Product at SiteSpect. He has a background in Product and Business Management with enterprise companies such as Walmart. He is based in Boston.

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