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.

What Omnichannel Personalization Means in 2021

February 10, 2021

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A year into the Covid-19 pandemic, pretty much every brand that can has moved online. And we’re not just talking about retailers and restaurants. Telehealth has taken off, as have services like virtual facials, fitness programs, and classes from cooking lessons to professional development programs — not to mention school moving either fully online or to a hybrid model. But this is now old news. Still, many businesses are struggling to think digital first, rather thinking of the digital realm as a stop gap. The brands who have succeeded in bringing their experience online have embraced two principals: personalization and omnichannel experiences.

The Barriers to Personalization Aren’t What You Think They Are

Personalization doesn’t have to be an intrusive or overwhelming proposition. But it makes a big impact. According to Forbes, customers spend 48% more money when their experience is personalized, and most customers are happy to share personal information if they understand what it’s for and it benefits their experience. The same idea should apply to sites outside of the retail sphere as well. Part of succeeding at personalization is having the right tool — you want a platform that not only allows you to apply personalized experiences but also to A/B test them, so you know and can quantify their impact. The other part of personalization is understanding where you can make the biggest impact with the least effort.

If you have an established optimization program, you can delve into 1:1 personalization where you provide a unique experience for every customer based on their history. If you’re newer to the digital game this year, start smaller:

  • Tailor your homepage or landing pages to the referral link. You’ll find your advertising dollars go a lot farther if your site experience directly reflects the link a user clicked.
  • Consider modifying the site for users arriving from communications such as email newsletters. Perhaps applying reminders or even applying promotions for users arriving to the site from an email offer.
  • Highlight inventory, offers, or content based on region. Reflect the needs of the community and surface the right content to the right user at the right time.
  • Offer product recommendations. This can mimic the experience of working with a sales representative or a concierge.
  • Introduce a logged-in option for users to voluntarily provide personal information for the purpose of improving their experience.

A lot of these steps can be accomplished even without a sophisticated optimization tool. You can create a few distinct landing pages to match your social posts or ads, or you can redesign your homepage so users can self-select a journey that fits their needs. Of course, when you can start to experiment and gather more data you’ll be able to fine tune your customer experience. But, this doesn’t need to be a barrier to get started. Anyone can up the personalization game on their site.

Omnichannel is more accessible than you might think

When we talk about omnichannel experiences, we’re talking about providing a consistent experience across devices. For example, if you have a telehealth appointment, you may call the office to make your appointment, receive a text and email confirmation and reminder, log into a browser portal for your video call, and view your post-visit notes and lab results in an app on your phone. All of these mediums are part of the same experience. This can certainly be overwhelming, especially if you’re newer to providing services online. But, it doesn’t need to be inaccessible to all but the brands with the most resources.

If you’re newer to omnichannel experiences, the first step can be to provide a logged-in experience. Chances are that if you’re providing services you have this capability already. Retailers may not, but you’ll want to consider introducing it, because in addition to helping you roll out omnichannel capabilities it will improve your ability to market and streamline payment (which also may increase conversions by virtue of requiring fewer steps). Some first steps to take if you’re new to moving omnichannel:

  • Introduce a login portal and logged-in customer experience
  • Sync your app to your browser login. Most application platforms will allow you to do this.
  • Sync your customer management system with your login system.

These steps allow you to link customer information for things like classes, appointments, or payment information. As you get more sophisticated in your omnichannel personalization efforts, you can:

  • Assign unique ids to customers based on their login information, and have the same experience pick up where the user left off regardless of device.
  • Gather data on what behaviors customers perform on each device and tailor the experience to those patterns. For example, do they tend to book on their phone but attend services on their computers?
  • Integrate your omnichannel experience with your ads so that users who see one ad experience see those same promotions no matter what device they’re on. In addition it would be possible to tailor ads to specific user types for relevancy.

Creating omnichannel experiences is all about meeting your customers or visitors where they are — literally. Just like personalization, you can get as sophisticated as you want, and the more data you can collect and the more experiments you can perform the more successfully you can fine tune these digital experiences. You can make a huge impact by starting slow and tying together experiences across devices by whatever means you have access to. Omnichannel experiences don’t have to be inaccessible to all brands.

Tackling Omnichannel Personalization in 2021

Digital transformation isn’t a new concept, but for many businesses and organizations it is even more of a necessity. The current climate is forcing businesses of all sizes to consider taking new steps in this space. Even if you’re a smaller business or new to providing digital services, creating omnichannel, personalized experiences shouldn’t be out of reach. Tackling these principals one by one can take you on a journey to improve customer experiences and spell big returns for your site.

To learn more about SiteSpect, visit our website.

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Luke Hardwick is a Manager of Customer Success at SiteSpect, consulting for SiteSpect users on their optimization and personalization road maps and projects. Luke is based in London and has experience as an conversion rate optimization specialist across many softwares before landing at SiteSpect.

Email Luke Hardwick

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