Overview
The Shopper Page provides a unified customer profile of each Shopper including marketing interactions with your dealership, website activity, Ai generated insights and identity resolution information.
To learn more about a Shopper, click here.
To learn more about a Group Shopper, click here.
Profile Quick View
The Shopper Profile quick view is located to the left of the Customer Journey timeline. The data displayed here is updated daily, sometimes multiple times per day.
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As seen in the image to the left, this view contains quick glance information about the shopper, including:
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The shoppers may have a +1 (or more) sign or merge tag beneath the name, email, and or phone number. This indicates that our CDP has identified multiple contact details associated with this particular shopper.
This could happen when shoppers convert using the same number but a different email, or when spouses shop together, or when a contact moves and retains their email but changes their number. For several reasons the same shopper entity may have different contact details and the Fullpath CDXP can detect and merge these entities into one within our Dashboard in order to show you the most relevant information about the shopper journey (Note: we do not merge or take actions or manipulate any data inside the Dealership CRM).
LifeTime Value
Fullpath calculates Lifetime Value of a Shopper using the following calculation:
LTV = Gross from total sales + total cost of Services
Shopper Segmentation
Shopper Segmentation options:
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- Household: another partner, spouse with same contact details on record
- Sold Only: Vehicle purchase on record
- Service Only: Service or RO on record
- Sold & Service: Both a vehicle purchase and service/ RO on record
- Prospect: A customer in the CRM who has not bought a vehicle or serviced a vehicle. In practice it’s usually leads who have not bought/converted
- Business: Populated by CRM data (business, fleet, work vehicles)
- Cross Shopper: A Shopper who has has submitted a lead, purchased a vehicle, or serviced their vehicle at more than one Dealership in a Dealer group.
| To learn more about a Group / Cross Shopper, click here. |
Marketing Engagement Score
The Marketing Engagement Score is a number which helps dealers to understand how engaged a shopper may be. This engagement score enables your sales team to prioritize follow-up, empowers your BDC team to expedite certain processes, and in general, gives a better understanding of the potential this entity represents for your dealership. The highest score possible is a 10.
The Marketing Engagement Score is created by looking at several different data points which the CDP collects for every shopper we track. These include (but are not limited to): Ad or Email views, clicks, VDP views, onsite conversions, recency of actions, and several other factors which are each weighted differently and prioritized according to our Engagement algorithms.
Dealership Loyalty Score
The Dealership Loyalty Score is a number which helps dealers to understand how loyal this Shopper has been to the Dealership. This score enables your teams to prioritize follow-up, empowers your BDC team to expedite certain processes, and in general, gives a better understanding of the history this Shopper has with your dealership. The highest score possible is a 10.
The Loyalty Score is created by looking at several different data points which the CDP tracks including vehicle purchases, service appointments, parts purchases, active leases, booked appointments, recency of purchases, appointments, etc.
Suggested Vehicle (Data Ups add-on)
For those with Data Ups enabled, the suggested vehicle section on the right side of the Shopper Page contains:
- A suggested vehicle for the Dealership employee to discuss with the Shopper
- Recommended payment plans for the suggested vehicle
- Vehicle comparison details
Suggested Vehicle
The suggested vehicle section displays a vehicle which the Fullpath algorithm suggests the Shopper may be interested in based on website or CRM activity. The car details, website image, and link to the VDP along with the listed price are all visible in the suggestion box.
If the vehicle is not a good fit or the Dealership employee would like to see additional suggestions, a View More link shows a list of additional vehicles which may work.
Recommended Payment Plans
The recommended payment plan comes from a Fullpath integration with OfferLogix and leverages local captive lender details in order to present the most relevant payment plans available for the suggested vehicles.
If the payment plan is not a good fit or the Dealership employee would like to see additional suggestions, a View More link shows a list of additional payment options which may work.
The algorithm of the payments, leveraging data from Offer Logix, takes into account a down payment of $0 in order to find the best potential monthly payment and APR, while combining with the known, current monthly payment and APR of the shopper. In this way, the best payment plan / down payment option is presented for each Shopper.
Vehicle Comparison
Vehicle comparison details are Ai generated and compare the last known vehicle on record/ current vehicle on record to a comparable make and model available in the dealership's inventory.
Tab: Ai Summary
The Ai summary tab highlights and summarizes the most meaningful pieces of the Shopper story to give the Dealership employee the most relevant and actionable data in one, easy-to-read view. The information is generated from available customer details and Ai based GPT.
Tab: Timeline
All events and interactions are arranged chronologically and may be opened/expanded to view more details about each interaction type. The timestamps displayed inside the interactions are all displayed in the logged in user's time zone.
Timeline Activity Types:
Several activity types are listed in the Shopper timeline depending on what integrations and add-ons are active on the account. These can include:
If a Fullpath Equity email engaged the Shopper, an Equity call-out badge will be visible on the timeline inside the email preview.
If a Shopper visited a Vins Acceleration promoted vehicle on the Dealer website, a promoted VIN call-out badge will be visible on the timeline inside the webpage visit activity, see example below.
This activity also includes the conversion vendor, onsite widget module (if relevant), and vehicle of interest. Note: If conversion was NOT facilitated by the Fullpath onsite widget, only the Vehicle of Interest will be displayed.
If a Shopper clicked on a Vins Acceleration promoted vehicle Ad , a promoted VIN call-out badge will be visible on the timeline inside the ad click activity.
- Email sent - the salesperson sent an email to the shopper
- SMS sent - the salesperson sent a text to the shopper
- Outbound call - the salesperson called the shopper
Please note that not all activities are logged by Dealership salespeople, the data is often partial and may vary between salespeople and dealerships.
Tab: Garage
The Garage tab displays data relating to the vehicles this shopper has leased or purchased with the Dealership.
Tab: Website Activity
The Website Activity tab displays information about the shopper website interactions, meaning what this shopper has seen and done on the dealership website. Website Session Activity includes: Sessions, Page Views, Traffic Source, Tracked Conversions, Device-type (e.g. Mobile)
| Note: Website Conversions displayed on the Website Activity Tab of the Shopper Page only track those facilitates by Fullpath's Website Engagement |
Beneath this section is a list of all vehicles the Shopper has expressed interest in based on behavior tracked on the website. Interest includes a VDP view, a lead submission on a specific VIN, or a Sale.
Tab: Identity Resolution
The Identity Resolution tab displays information about the customer records pulled from available integrated data sources. These may include records from the DMS, CSM, ADFs, or Imported Lists.
Each entity will have a customer card with information pulled from the data source (in some cases we it include the CRM ID so you can easily look up the Shopper).
| Dealers using Dealer Socket, VinSolutions or eLeads will see a direct linkout icon on the page |
Household Tagging and Merging
Entities which meet both of these conditions will be merged and labeled as a shared household:
- Same last names, but different first names
- Different cell-phone numbers
The tab also includes enhanced functionally so the Dealership sales team can take quick action to advance the opportunity. This includes:
- Call button (will open your default device call program)
- Email button (will open an email in your default email program)
- Share button (will copy the URL for that shopper specifically; may be shared with those who have Fullpath Dashboard logins)
- Log a note on the last touch point with this Shopper
- Toggle ON/OFF the In Market / Not in Market button
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Push an Opportunity back into the CRM
Conversations Tab
The Conversations tab provides the Dealership with visibility into the SMS conversations a Shopper has had with the AiBot or a Dealer employee. This section leverages Audience Activation Campaign data for those accounts with SMS services enabled.
The user may also log in (if the Shopper page is locked behind user permissions) and continue the SMS conversation with the recipient right from within the Dashboard.
Important to Note
The Conversations tab is available without Dashboard log in if the restricted access security feature is disabled. If the restricted access security feature is enabled on the account, users will not be able to view the SMS conversation or continue to send messages to the recipient form within the Dashboard.
Anonymous Shoppers
There may be shoppers who we cannot identify for a number of reasons: perhaps they converted on site but didn't provide full contacts details, or they are shoppers who have taken meaningful actions but who have not identified themselves.
Because the Fullpath CDXP tracks every single visitor to your site, you may see a Shopper page with incomplete details; this will update as we learn more about the shopper or when they convert or provide updated details etc.
| To learn more about a Group Shopper, click here. |