It's 2022 and there is no better way to start this year than by introducing several product enhancements. We are at all times striving to improve our service and during the last couple of months, we have been focusing on cornerstone analytical features, which includes a completely rethought Insights that now houses several KPI reports. Also, we are introducing a newly redesigned Workspace home, support of 3rd party chat vendors and more.
Clear customer insights
Data = empirical evidence. Insights = analytical visualisation. To be able to provide precise insights it is essential to ensure data quality. This is why our data aggregation is not based on bits and pieces of secondary and inconsistent data sets, instead, we only rely on first level data that is directly and precisely collected from sources we control. With this as the premise, we can make the data a first-class citizen, which in return allows us to provide a 360-degree customer understanding from the initial visitor session and throughout the most intimate customer to product interactions.
With our new Insights, your organisation and teams are now able to visualise relationships between usage, funnels, Assistants, customer demographics and much more. Moreover, Insights provides you with the one place for everything you need to know about the business-critical KPI's and content popularity.
Your Insights will house a completely rebuilt dashboard that will provide a comprehensive overview of your customer activity. In addition, instead of spending time on collecting pieces of information from multiple sources and thereafter aggregating them to understand trends and measure performance, the new Insights provides you with the following KPI reports out of the box:
Sessions development
Visitors activity
Customer activity
Customer conversion rates
Pageviews
Customer by geography
Customer by gender
Product registrations development
Funnel performance
Customer Persona
Dashboard
Your Dashboard now consists of 9 different metrics aiming to give your end-to-end performance overview. To scope your analysis you can use a predefined period range as Today, Yesterday, Last 7 days, Last 30 days, Last 90 days, Last month, Last year and Year to date. As the predefined periods are not useful for all use-cases, you are also able to define a specific date range.
Moreover, in addition to selecting a period, you are now also able to further filter you data by Workspace, Assistant and Language.
Customer Persona
We are also introducing a Customer Persona feature that allows you to get a clear understanding of who your customers are in detail.
A customer persona is a statistical representation of your customer profile. Customer personas are an integral part of any quality support, marketing or sales activities.
With a clear view of who your customers are, it's much easier to develop effective, targeted content and campaigns to your customers' goals and challenges.
As evident above, with the Customer Persona insights you have visibility in the following 7 customer data points:
Gender
Location
Language preference
Device type
Preferred currency
Time-zone
UTM-campaign
As with any other metric available on the Dashboard, the Customer Persona can be viewed both with date range and filters.
Workspace home face-lift
We are also happy to announce that we are releasing a completely redesigned Workspace home. Over the last month, we have been working hard on making sure that the Workspace home provides the best possible introduction to any Product Assistants.
As evident above, the new Workspace home will now show Highlights, Videos and Topics.
Chat enhancements
Chat capabilities are extremely important for your ability to efficiently and efficiently assist your customer base. Here are 10 reasons why chat is essential:
Live chat provides "person to person" communication which is the most trusted communication form by customers
Live chat improves the support experience for customers as guidance can be provided during troubleshooting
Live chat helps provide frictionless product onboarding as access to help is easily accessible
Live chat lets you build insights on customers and drive satisfaction
Live chat reduces the risk for customer introduced errors
Live chat boosts your post-sales effectiveness
Live chat lets you provide 24/7 support (active sessions and self-service)
Live chat increases customer loyalty
Live chat performance and ease of use can give you an edge over your competition
Live chat can guide customers through product upgrades
3rd party chat vendor support
We are today providing 3rd party chat vendor support for your teams that want to use Layerise in collaboration with chat vendors as Georgias, Zendesk, Microsoft Dynamics and many others.
With the support of the 3rd party chat solution, you can now build great product Assistants while at the same time providing the chat vendor that your teams are already using.
Other updates
Apart from all the big updates mentioned above, we have also been working on smaller changes including:
Auto-detection of customer country code during sign-up
Assistant speed has been increased by 36 %
Thank you for your support!
All features covered in this release are rolling out over the next couple of weeks and are made available in your account. Moreover, all features will be available for all marketed plans as declared on our plan overview page.
As always, do not hesitate to reach out to us if you have any questions or need a helping hand.
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