5 Analytics Tools To Elevate Your Oracle Customer Experience

5 Analytic Tools to Elevate Your Oracle Application Experience

We are breaking down 5 analytics tools that can help you understand your customers, optimise website experience and increase conversions. 

Here’s a scenario! Your company just went live with a new customer portal, all project stages are successfully completed, and you feel you've ticked all the right boxes. Results come in and despite a great design, user experience and shiny user functionalities you get no conversions. 

What went wrong? Google Analytics tells you about successful sign-ups but what happened to those that didn’t convert? Bounce rate is high but why are those user’s bouncing? How can you improve that successful landing page for continued conversions?

While tools like Google Analytics are great, they only show you one side of the user experience with numbers and graphs but falls short of representing the ‘why’ of the users. So today we are breaking down five analytics tools that can help you understand your customers, optimise website experience and eventually increase conversions.

1. Session Recordings

The biggest enemy of customer experience are assumptions of what users will find useful or challenging. Get past the guesswork by tracking user activity trends and identify patterns that cause them to drop out or hesitate.  

As the name implies, this tool anonymously records user’s interaction on a portal or website, covering everything from movement, typing, swiping to clicking. Sessions recordings are great to get a visual understanding of the user’s journey and identify errors and hiccups within that journey.  So, you get insights that go beyond the Click-through rate and bounce rate.

2 - Heat Maps

Heat maps fill the gaps of Session Recording by generating a colour-coded representation of user behaviour. This can be a game-changer depending on your goal as it can give you information based on geo-location, clicks, movement, scroll and attention. 

User Geographic heat maps Understand where most of your geographic location and devise your audience is coming from. 

CMSA (Clicks, Movement, Scroll, Attention), help you understand navigation patterns, pages and sections they focus the most. Enables you to adapt content structure and functionality to be more intuitive and accessible to all types of users. As an example, pages with too much scrollable content might mean the user is not navigating all the way down, content your business might consider to be most important is being completely missed.

These insights can help you determine where to place Calls to Action, non-clickables elements that users tend to click often, the effectiveness of ad placements and disposing of irrelevant data that get no engagement. 

3 - User Feedback

Data does not always uncover the reason behind user experience or, what’s helping, irritating or confusing them? Based on your customer segments you can get to the bottom of your user’s experience issues by empowering them with feedback and form functionalities. 

Collect user feedback exactly when you want it from your website. Avoid sending huge complex forms to users by email, asking questions on something they will no longer remember. Know what your users are thinking and how they feel right after they've completed or abandoned an interaction in your website.

4 - Error Tracking

There is a reason errors are called bugs, most of the time they are small and hard to see. Avoid user frustration on completing a task on your page, one bad experience might direct users away from your website and make them reconsider coming back any time soon.

Pinpointing the exact location of issues and how they can be replicated. This significantly reduces the time needed to identify and provide solutions to problems impacting your business that you might be completely oblivious of.

5 -Abandonment Tracking

These trends and behaviours can help you understand why the user is abandoning conversion points. Identify the highest rated conversion flows and set up new processes after comparison. Track and tweak the least performing call-to-actions. 

Know when things have worked out well and if they haven’t, quickly identify the problem to turn it around. Reduce form complexity by removing inputs that are not critical nor important, introduce new methods of payment to ensure you are able to reach more users.

Boxfusion Digital Experience Assessment

Boxfusion’s digital experience assessment helps clients build a seamless digital journey across the platform by getting to the core of user behaviours, frustrations, eliminating errors, optimising performance and delivering hassle-free interactions. This can be achieved across a wide range of Oracle products such as Siebel, Service Cloud, VBCS and OPA.

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