ClickTale_Session_Perspective ClickTale is a beautiful tool that allows you to visualize exactly what site visitors do on your site.  But only seeing what visitors do doesn’t help you understand why they did it and you want to get the full customer experience view. That’s where having the ability to ask your visitors questions is so valuable. But how do you tie their response back to their ClickTale data and get a more complete picture of exactly what this particular visitor did across the site? SM_ClickTale_Integration_Survey First, you will need to create a survey and integrate it with your website. For this example, we will use SurveyMonkey because it’s the most widely used survey system in the world. Second, you will need to take the site integration JavaScript from SurveyMonkey and add some code that will grab the ClickTale sessionID and pass it into the survey. That is of course if you are programmer, or you can talk your IT department into doing all of that integration for you. Plus, you can’t forget to turn off the survey and remove the SurveyMonkey JavaScript tag when you have collected all of your answers. Lucky for you, there is a better way.  OnCue®, a Digital Research Management System and a partner tool to ClickTale makes it simple to integrate SurveyMonkey and ClickTale. It also lets you eliminate the need for IT involvement as you easily manage your ClickTale and other customer experience tool implementations. You will need to tag your site with OnCue tags and after that, you can deploy ClickTale to targeted pages, or every page on your site customizing things like rate, create events and more.

SM_DataIntegration ClickTale_Search Since OnCue controls the integration of all of your customer experience, user experience and voice of the customer tools with your site, you can easily deploy ClickTale using OnCue’s exclusive “Perspective Mode” to capture a site visitor’s session just like any other analytics session; chaining the page views together even across multiple top level domains for a single browser session. Then when you intercept the visitor with a SurveyMonkey survey, OnCue manages everything about how you sample the site visitor, display the survey and it even automatically integrates the ClickTale and SurveyMonkey data sets together.

Analyze your SurveyMonkey data and build a list of ClickTale sessions you want to view. With OnCue orchestrating your website research you have the ability to know who the site visitors are, what they may have been trying to accomplish, if they had any problems and exactly what they did during their entire visit. I promise you will have a whole new perspective on using ClickTale and cystiner experience research in general when you not only see but completely understand. What could be more beautiful? ClickTaleSearchResults_Integration

This JavaScript sample trait code was written to estimate when a user has moused over a particular part of the screen in order to trigger a site intercept.   The idea is to estimate when a user is going to close the browser or possibly hit the back button on the browser.

Important information about site intercepts using screen exit 

  1. If the user moves the mouse so quickly over the area that the browser does not register the action, there is nothing we can do.
  2. This can generate false positives.  This is not a guarantee that the user was planning on leaving the page or closing the browser so keep that in mind with your subsequent research.
  3. You can only trigger a site intercept research that uses Opt-in Dialogs, On Page Dialogs or Redirection.

Examples Discussed

The only thing needed to setup the code is to define the regions you wish to monitor.  The example below monitors for the user mouse to enter right and left corners of the browser.  Thus you can cover the exit and back buttons on most browsers.  You can define the areas to watch in % or in px.  You can setup multiple regions like in the code or just use a single region.  For instance you could trigger a site intercept by setting up the ‘upper 30% middle 100%’  to capture any mouse movement into the upper 30% of the visible screen.

More Examples:

  • upper 100px right 50%
  • upper 10% middle 100px
  • lower 150px left 150px
  • middle 50% right 50px

Configurable Section of the Code

var REGIONS = [ "upper 30% middle 10%", "lower 50px left 50px" ];

To use the code please use one of the linked files to get the entire set of code.  Compressed Version of the Code  (use this version) and Uncompressed Version of the Code.

If you would like to know more about triggering a site intercept when a user clicks on a page element please see the previous blog post JavaScript Traits Triggering research based upon a Click Event.

Please direct any questions to OnCue support.

OnCue’s sampling capabilities are very powerful and none are more powerful than the JavaScript sample trait.  It provides the ability to monitor for events to take place in your sites web pages that will dictate whether a site intercept will run for a particular user.  This kind of site intercept can be particularly helpful for getting customer experience feedback on a section of a site or a site process.  Because this is one of those few places in OnCue where you need to write some code it is recommended that you have a modicum of JavaScript skill and with the following examples some simple JQuery understanding.

Triggering Site Intercept based upon an On Click Event

The code below is a single line of code that will look for a particular element in a web page to be clicked and will make the JavaScript sample trait true.

OnCue.$("#lga img").one("click", __ON_TRAIT_MATCH__);

The $(“”) is a jQuery function that lets you look for certain elements within the web page.  It is the most used of all jQuery functions and can be quite powerful.  I won’t go into a full blow explanation of jQuery selectors but here is a link to the api reference and another to a simple jQuery Primer.   The above example is finding the image tag that has and ID of #lga and hooking its “click” event.   In this case we are using the Google Logo on the google home page as the example.

You can also define different events other than “click” to trigger a site intercept for your customer experience research.  We have only tested the code using “click” but feel free to try to monitor for other events such as mouseover or onkeypress.  Just make sure the element you are monitoring uses that event. Here is a list of HTML events.

Here are a few other examples:

Example 2:

OnCue.$("a[title='HIGH PERFORMANCE']").one("click", __ON_TRAIT_MATCH__);

Identifies an anchor tag that has the title HIGH PERFORMANCE. This example was actually a menu item

Example 3:

OnCue.$("a[data-sublist-translation='select_brand']").one("click", __ON_TRAIT_MATCH__);

Identifies an anchor tag with an attribute that had select_brand as the value. This element triggered a drop down and did not navigate between pages.

Important things to remember when using JavaScript Traits

site intercept in new browser window

  1. If the click event causes a navigation you have to open your research using a “New Browser Window” under the Behavior tab.
  2. If the click does not cause a navigation you can use an “On Page Dialog” or you can use an Opt-in Dialog but if you choose to use an Opt-in Dialog you need to make it part of the same Sample Group.  Rule of thumb is that all traits in a Sample Group must be true for research to be triggered.  Two or more Sample Groups are treated as either situations.  If one Sample Group is true the research can be triggered.

The Code if you don’t want to copy it from above.

Please direct any questions to OnCue support.

Despite how many survey invitations you think you are getting while you browse the Internet, there are really very few sites conducting more than a single website research project at any one time. It’s a shame that a company goes to great lengths and considerable expense to bring visitors to their site and then wastes the opportunity to gather feedback from these site visitors to help decide important decisions being made. These decisions are not just about the site design and user experience but can be used to fuel all kinds of business decisions.

I have a technical term for this condition. It’s called Synchronous Website Research Syndrome or SWRS for short. What it really means is no more than one research project in the saddle at a time. SWRS has two primary causes. First most websites today are implementing website research the same way they were in 1999. This usually means you deploy your research whenever your IT department decides to get around to it. Second there is the eminent domain issue that can arise when one group controls access to all research on a website and won’t share because of reason number one. The results of SWRS are that your business either doesn’t ask the business questions needed to make good decisions or the researcher utilizes online panels which can be costly and don’t always represent a company’s customers like their site visitors might.

For years there was no cure for SWRS, but due to numerous breakthroughs and years of R&D there is now a cure. I call this cure Asynchronous Website Research or AWR. multidinosaddleAWR facilitates multiple research projects being conducted simultaneously on a single website. Additionally, it changes who controls when and how research is deployed. Tag management solutions are starting to change the old 1999 way of deploying website research, but even these don’t take into account the idiosyncrasies around sampling site visitors.

Tools like Adobe Survey®, Qualtrics Site Intercept® and now our own product OnCue™ are a new class of research technology that we refer to as website research management tools. These tools use tag management principles to deploy more than one research project. Also, they use behavioral targeting techniques to help better qualify the visitor before presenting them with the research. The primary differentiation to other tag management tools are that these website research management tools handle rules of:

• When and on what pages to present the research

• Native opt-in dialogs

• Setting cookies to restrict further participation

• Native display of the research which can be things like showing the survey in a light box over the current page.

The primary benefits to an AWR ready site are the ability to conduct on-demand research at any time, share a sites visitors over multiple research projects so you can get more answers for more groups and finally cut some of your usage of panels and the hard dollar costs associated with that kind of research.

How would you use Asynchronous Website Research to in your website research strategy?

Take charge of your customer experience research!

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