The Connected: Customer Engagement view in the Health overview of Voyado Product Discovery shows how much of your site traffic is identified across both Customer Engagement and Product Discovery through the discoveryKey and can therefore be connected to a contact in Customer Engagement.
This view indicates the overall health of the discoveryKey implementation needed for Product Discovery and Customer Engagement to enable cross-product personalization and data sharing.
It helps you understand:
- What share of your traffic is identifiable across products
- How much session data can be connected to CRM contacts
- How much of your traffic can benefit from audience-based personalization
- How well your product catalogs match
Metrics
Connected sessions
Number of sessions where the visitor is identified in both Customer Engagement and Product Discovery through the inclusion of the discoveryKey in the retailer request, allowing the session to be linked to a contact in Customer Engagement.
This means:
- Session data from Product Discovery can be connected to a contact in Customer Engagement and used to build audiences based on current interests.
- The product discovery engine can personalize the on-site experience using audience data or in-store purchase data stored in Customer Engagement.
If a session is not connected, the visit remains anonymous between the products.
Share of connected sessions
Percentage of total sessions that are identified across both Customer Engagement and Product Discovery using the discoveryKey.
This metric shows how much of your total traffic can benefit from:
- Cross-product personalization
- Audience-based merchandising
- CRM-driven experiences
- Enriched behavioral data in Customer Engagement
Connected returning sessions
Number of sessions from returning customers who are identified across both Customer Engagement and Product Discovery via the discoveryKey.
Returning sessions are expected to have a higher identification rate, but this depends on what type of purchases and contacts are stored in Customer Engagement.
For example, identification levels may differ depending on whether all purchases are stored or only purchases from loyalty members.
Share of connected returning sessions
Percentage of returning sessions that are identified across both products.
This metric shows how well you are able to re-identify returning visitors across Customer Engagement and Product Discovery.
In most cases, this percentage should be significantly higher than the overall Share of connected sessions. However, the outcome depends on how customer data and purchases are stored in Customer Engagement, for example, whether all customers are stored or only loyalty program members.
Recommendations/transactions blocked
Number of SKUs from Customer Engagement that cannot be matched to a valid variantKey in Product Discovery. Unmatched SKUs prevent contextual product recommendations from being generated and cause offline purchase history to be incomplete when personalizing recommendations. Make sure that SKU values in Customer Engagement match the corresponding variantKey values in Product Discovery.