Carrot Quest — service to manage users and communicate with them

Today in our section — service Carrot Quest, which allows you to communicate and manage users based on their behavior.

Hi all.

My name is Dima Sergeev. I and Co. are developing Internet projects since 2009. We have done projects for such companies as Sberbank, Rosneft, Dom.ru and others, but in the summer of 2014 said – enough (who did the design business, he will understand;). By the way, the Brain we have blog, which we constantly update.

Now I teach a course on project management, Perm state University, the tracker. the IIDF. And manage the development of the project Carrot Quest is a service to manage users and communicate with them.



Today the zoo from a variety of services and tools for Internet marketing is huge. But the big problem is that they all work independently from each other and to get them to coexist, it is necessary to write not one line of code. Which in a dynamic business constantly have to spend money on the management of the zoo.

Services email newsletters, online chats, pop-UPS — they know almost nothing about your potential client: what stage of purchase it is what was done, what product or service he is interested in, etc. Without these data, all Internet marketing is only speculation, and monetary risks.

This is particularly important for web services and Internet shops when you need to increase conversion in the first and re-sale. If you know everything about your user, your communications with him will be more personalized and more accurate. This has a direct impact on sales.

We made a service that combines the most essential tools of Internet marketing: eCRM, email newsletters, pop UPS, online chat and web Analytics. And through their Association there are new hacks. This is what's called Marketing automation



the

personal CRM and Analytics

Imagine that you know everything about each user. All key actions on the website, what product he added to cart, what function have used the service, what article you have read, what you talked about with the operator, read email-newsletter where we came from and how much money brought over the entire life cycle.

With these data, you know what interests your user and than you can really be useful to him. In the end, successfully bring it to the sale, both the first and the second (creating the letter with the offer, tell me in the chat, show popups, etc.).

Marketing becomes meaningful and effective only when you know your users.



Here laid out on the shelves all the visitors of your website. They can be divided into segments by any data and the actions that they did on the website:
the

the
• for the source go to the site (domains, utm-tags);
the
• around the city and the region;
the
• in the actions they make on the site (for example, registered, added the item to your cart, opt in, double-paid, are not returned to the site for 14 days, came again, and any other action);

according to the data, which they left on the website (e.g., mail, name, etc.) the

• loyalty and willingness to purchase (scoring users by points)
the
• in the amount of money that brought the user;

All these options are easy to configure. We've made it so any marketer can customize our service to suit your needs, almost without the help of programmers. Plus, blogi we are constantly given different case studies that help customers to use the Carrot Quest the maximum.
Of course, it is important to know how many users you have, which, for example, bought more than 3 products and did not return to the site. But more importantly to return them and to bring repeat purchases.

You can select any one user and a segment and send 3 types of messages:
the

the
• chat;
the
• pop-up window;
the
• Email-the letter.

the

3 simple case how the chat pop-UPS and e-mailing the team

1. We send personal trigger email to the user that he threw the registration or shopping cart. At the same time, give him a bonus or a promo code and it returns from this letter. Already on the website, we personally show him a small pop up or chat message with code that the user didn't lose it. Thus promote funnel. All of this is sent automatically by triggers.

2. A user wrote us in chat from a mobile phone and left. We respond to him in chat, and carrot quest forwards the message to the mail. The user continues to communicate with us from your e-mail. When the user returns to the site (already on PC), it continues the same dialogue in the chat. The user chooses the most convenient channel.

3. We trigger (or manually) send the “old” users a pop-up about updates to the service. The user responds to it — asks to see how it works (pop-up turns into a chat). We here in the chat, activate the user in this new feature. In a week remind him of her (Сarrot Quest itself redirects this message to the post office).


Our main goal is to make customer support, sales or marketing without straining your programmers could do complex scenarios of communication with users, support users, to return the deceased.

Here is a small table teamwork chat pop-UPS and emails.



Of course, how can there be communication without performance? Complete Analytics are available for all types of messages. For example, to send this all important actions are: open rate, click rate, and replay rate.



And right here to see exactly who has done this action, go to the card of this user and see what he did next, post read the message.



In the end, you set up automatic messages in chat and mail, do a manual mailing list and get all the answers in one service.

the

Measure the conversion of each action

The goal of your business is to increase profits. The question of how your actions affect the business as a promotion effect on the profit where you "lose" customers, how to operate your operators and sales? All this is important not just to know, and to continually monitor and improve.

In Carrot Quest collecting data about user actions, it is possible for you to configure different options funnels and evaluate effectiveness.



Collect the funnel is faster than say the word "Mississippi". And perhaps even easier.

Also just created a funnel to segment by channels, email newsletters, utm tags, and so on.

the

differ from the competition?

People often ask: “And how are you different from...?”

So what makes us different from:
the

the
• Google Analytics tells you what happens and Carrot Quest shows who does it. And gives you the tools to communicate with them.
the
• Online chat. They provide an opportunity to communicate only with those users on the website, and for us this is just the tip of the iceberg.

Here's product we do. The path we went through is not easy, but we are proud of our every move.

Thank you to all who supported us. Do repost, help us and your friends find each other.

And of course, let's argue in the comments, how it works and who needs it.

Article based on information from habrahabr.ru