Customer engagement¶
This module is based on user-profiles that is created for all logged in customers that engage with your products, based on visitor engagement an engagement-score is calculated that can be used identify customer that are not engaged and in risk for eventual churn.
Engagement with your products¶
A dashboard visualizing customer engagement for all logged in users, follow KPI's like:
- Paying customer behaviour and utilization rate.
- Account activity.
- Engagement over time.
Lookup¶
The lookup feature provides view visualizing a customer profile for a chosen customer, enter email address to lookup and visualize the profile.
Customer engagement score¶
The customer engagement score can be max 100 points and can be adjusted to your organisations needs. Standard calculation is using 4 major components. Depending on data available in your Engage solution, more components can be added to the engagement score, for example engagement with newsletters or other services that are interesting for followup.
| Category | Points |
|---|---|
| Frequency | 6-30 |
| Recency | 5-25 |
| Depth | 8-35 |
| Exploration | 2-10 |
Frequency - Days active¶
How many days in a given time-period visitor been active on your products? Percentage of days active, max at 50%.
| Active days % | Points |
|---|---|
| 50%+ | 30 (max) |
| 40% | 24 |
| 30% | 18 |
| 20% | 12 |
| 10% | 6 |
Since the activity frequency measures the amount of days a visitor has been active in a given time-period, this is calculated in the following buckets:
- last 7 days
- last 14 days
- last 30 days
- last 60 days
Recency - Last seen¶
Recency (0–25 pts) — tiered by days since last seen:
| Days since last seen | Points |
|---|---|
| 0-3 | 25 |
| 4-7 | 20 |
| 8-14 | 15 |
| 15-30 | 10 |
| 31+ | 5 |
Depth - Reads and read-through followup¶
Measuring article views and reads, how many of the viewed articles have been read?
| Reads | Reads points | Read-through % | Read-through points | Total |
|---|---|---|---|---|
| 5-19 | 3 | 20-39 | 5 | 8 |
| 20-49 | 6 | 40-59 | 10 | 16 |
| 50-99 | 9 | 60-79 | 15 | 24 |
| 100-200 | 12 | 80+ | 20 | 32 |
| 200+ | 15 | 80+ | 20 | 35 |
Exploration - Browsing¶
Exploration (0–10 pts) — breadth across sections and keywords:
| Unique sections | Section points | Unique keywords | Keyword points | Total |
|---|---|---|---|---|
| 1 | 1.5 | 3 | 0.9 | 2 |
| 2 | 3 | 5 | 1.5 | 5 |
| 4 | 6 (max) | 10 | 3 | 9 |
| 4+ | 6 (max) | 14+ | 4 (max) | 10 (max) |