Business Flows
Glassbox Business Flows allow you to track and analyze how customers are interacting with your website or app at a granular level. You can define any number of workflows, such as the checkout process, the product search process or the customer support process. For each workflow, you can see how many customers complete each step, how long they spend on each step and where they encounter problems.
Define any number of complex business workflows to track and analyze for engagement, struggles and revenue generated. Steps can be pages, events or user actions, whether optional or required, in a specific order or unordered.
Business Flows enable you to:
- Understand revenue impact
Automatically calculate converted and lost revenue by workflow or line of business. BFSI organizations can set a fixed revenue amount and link it to business flows to quantify user experience in terms of revenue at every step of the funnel. This allows them to measure and optimize revenue by identifying and addressing friction points, continuously improving the customer journey.
- Diagnose abandonment
View abandonment trends at each step and see how they correlate with struggles, errors and time spent on that step. Drill down into session replays to see real user experiences that can reveal the cause of abandonment.
- Track KPIs
Monitor completion rate, total number of completions, user experience and revenue realized per flow.
You can also use business flows to understand the revenue impact of each workflow. For example, you can see how much revenue is generated from customers who complete the checkout process versus customers who abandon their carts.
Example of Using Business Flows:
An e-commerce business might use Business Flows to analyze the checkout process. The business might define a workflow that includes the following steps:
- Add products to the cart
- Proceed to checkout
- Enter shipping information
- Enter payment information
- Confirm order
The company can then use Business Flows to see how many customers complete each step, how long they spend on each step and where they abandon the checkout process. They can also use Business Flows to understand the revenue impact of abandonment at each stage of the checkout process.
For example, the business might find that many customers are abandoning their carts at the step where they enter their payment information. The business could then use Session Replays to see what is causing customers to abandon their carts at this step. They might also discover that the payment process needs to be simplified or that customers need more clarification about the website's security. The business could then change the checkout process to make it easier and more secure for customers.
Overall, Business Flows are valuable for organizations that want to improve their customer experience and increase revenue. By tracking and analyzing how customers interact with their websites and apps, businesses can identify areas for improvement and make changes to improve the customer journey.
