Overview
The Shopper Page is a powerful tool inside the CDP that allows you to view a 360 degree view of each Shopper including marketing interactions with your dealership, website activity including the pages they browsed and or converted on, emails sent, ads clicked, vehicles they may be interested in or have converted on, identity resolution information, and of course including all their relevant contact details.
To learn more about what a Shopper is, 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.
|
As seen in the image to the left, this view contains quick glance information about the shopper, including:
|
The shoppers may have a +1 (or more) sign next to the name, email, and or phone number. This indicates that our CDXP 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 inside the Dealership CRM).
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.
Shopper Timeline
The center section of the Shopper page is divided into 6 tabs: Overview, Vehicles, Website, Identity Resolution, Sales Opportunities, Conversations (if SMS enabled).
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.
Overview Tab
The overview section displays aggregated information about all tracked marketing, website, and CRM data available for the Shopper.
There are several types of activity listed in the Shopper Overview Timeline. Expand the sections below to learn more about and see examples of each.
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.
(non-widget onsite conversion)
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.
Vehicles Tab
The vehicles tab displays data relating to the vehicles this shopper has expressed interest in, converted on, or purchased.
The 3 donut graphs across the top of this tab show an aggregate of vehicle details including Condition, Year, Make, and Model - taken from the expressed interests of the shopper. Interest in this case, means VDP views, conversions, or sales relating to specific vehicles. This information is taken from the first instance of this shopper entity inside the dealership CRM.
Beneath this section is a table of the vehicles this shopper has viewed, converted on, or purchased in their lifetime with this dealership. The last touchpoint this Shopper had with a particular vehicles is also displayed.
Website Tab
The Website Interactions section displays information about the shopper website interactions, meaning what this shopper has seen and done on the dealership website.
The 3 donut graphs across the top of this tab includes aggregated stats about the Shopper's website activity:
Beneath this section is a list of all browsing sessions from this Shopper on the Dealership website.
Identity Resolution Tab
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
Sale Opportunities Tab
The Sale Opportunity tab provides the Dealership with increased visibility into the Sales opportunity available for each shopper. This section leverages Equity data for those accounts with Equity by Fullpath enabled.
The tab shows the Dealership a breakdown of what the shopper currently owns including their estimated Equity status for quick reference.
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).
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.
Sharing a Shopper
A dealer may want to share a specific Shopper internally at the Dealership with other departments or Salespeople. A share icon in the upper right corner of the Shopper Quick View Box allows you to click, copy an externally available link, and share it with others who may not have Dashboard logins.
A dealer may also choose to click the Open in CRM button to open the customer/ lead record of this specific client within their own Dealership CRM. Clicking this button will open a separate tab directly into the CRM customer record.
Note: this feature is only supported on eLeads, Vinso, OpLogic CRMs (or any CRM which has a URL specific to each customer record).