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.

Strengthening Customer Relationships with Personalization

June 14, 2021

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Online shopping grew an astounding 44% in 2020, and e-commerce websites are springing up everywhere.  As consumers continue to opt for digital experiences, the number of businesses migrating online will likely keep growing in the years to come.

The thing about shops migrating online is that sometimes online shopping becomes a bland, uniform affair of clicking, searching, adding to cart, and checking out. You’ve seen one online retail shop, you’ve seen them all. And really, there’s nothing “wrong” with a set-up like this. The customer gets what they need. However, impersonal online shopping does not leave a lasting impact on your customers — but giving them a relevant, personalized experience will.

While setting up a personalization program may seem daunting, it can be quite simple with the right data and technology.  Plus, it is a critical piece in standing out from the competition in today’s digital-first world. According to Epsilon, 80% of consumers are more likely to purchase from a brand that provides a personalized experience. Effective personalization not only helps you win over new customers but also keeps them coming back.

How personalization builds customer relationships

As a customer, wouldn’t it be amazing to have a business that knows and caters to your needs without you having to repeatedly wade through the gamut of products that don’t interest you? It is akin to going into your favorite coffee shop and having your favorite barista know exactly what your usual coffee order is. 

As a retailer, it is critical to foster a relationship with your customers to keep them coming back to your brand. To do this, you first need to understand your customers’ needs. You need to have a working knowledge of what your customers want, the trends they will likely follow, and the movement of customers in your industry. 

This is where personalization comes in. Personalization means tailoring something to fit individual needs, styles, and wants. This will make your customers feel like royalty when you give them service that feels exclusive to them — and when customers feel that way about your customer service, they will keep coming back. 

Tips on How to Personalize Your Website for Your Customers

Before we get into the different ways to personalize your website to cater to individual customers, let’s first establish how you can predict customer behavior. The key to anticipating a customer’s needs is understanding how they’ve previously interacted with your site. With SiteSpect, you can leverage rich behavioral and contextual data to see what pages a user previously visited, what browser they used, and much more. All of this data can be used to inform your segmentation and ensure customers are seeing a truly tailored experience. 

Leverage customer feedback and reviews

While data will paint a picture of your customers, direct feedback gives you an even clearer look at their wants and needs. Adding short surveys to your site will allow you to get to know your customers better without being intrusive. Your customers will appreciate the opportunity to give feedback on their user experience as long as it’s not taking up too much of their time. 

Start with quick one-question surveys and A/B test the language and survey format to optimize conversions. For customers who have already completed a purchase, the order confirmation page is a great place to include more in-depth surveys and learn about their overall purchase experience. Whether you try one of these types of surveys or both, on-site feedback is an invaluable tool in personalization.

Deliver relevant product recommendations

Personalized product recommendations help customers find what they’re looking for and just make shopping online easier. According to Accenture, 91% of consumers are more likely to shop with brands that offer relevant product recommendations. Not only will product recommendations introduce your customers to items that suit them perfectly, but they’ll also help your brand stand out from the competition.

Like any personalization campaign, product recommendations are only as good as the data behind them. For returning customers, it’s important to leverage as much data as you can from their previous visits to deliver the most relevant product recommendations possible. For new visitors, popular product recommendations are a great way to showcase your brand’s most frequently purchased items. As you begin to collect more data on both new and returning customers, you can continuously optimize your product recommendations and show your customers that you truly understand them.

Offer personalized customer support

Offering real-time, personalized customer support on your website is crucial for any ecommerce business. Whether it’s through a live chat, social media, or a phone call, customers need to be able to reach you quickly should they encounter any questions or problems while shopping. According to HubSpot Research, 90% of customers consider an immediate response as important or very important when they have a customer service question. 

Whether your live chat is with a customer service agent or a chatbot, they should work to make the chat experience as personalized as possible. A simple way to do this is to have the customer fill out a brief form at the start of the chat with their name and a brief description of their issue. When helping customers over the phone, an agent should always ask for the customer’s name to add a personal touch to the conversation. These are easy but effective ways to build trust with your customers and create a personalized customer service experience. 

Takeaway

Building customer relationships is more important than ever in ecommerce, and personalization is the perfect tool to create long-lasting connections.

To learn more about SiteSpect, visit our website.

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Arleen Atienza has been writing for several organizations and individuals in the past five years. Her educational background in psychology and professional experience in corporate enable her to approach a wide range of topics including finance, business, beauty, health and wellness, and law, to name a few.

Email Arleen Atienza

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