Site Performance Analytics

The Site Performance Analytics feature allows businesses to track and analyze how their customers interact with the Bill Explainer microsite. This feature provides insights into user behavior, including metrics such as site visits, page navigation, time spent on each section, device types used, and customer engagement with bill content. By understanding how customers interact with the site, businesses can optimize the user experience, improve site design, and increase customer satisfaction.

Filtering Options

• Preset Date Ranges - Quickly view data for today, yesterday, or the last 7, 30, 60, or 90 days.

• Year/Month - Select a specific month and year for analysis.

• Autopay Status - Filter by customers enrolled (Yes) or not enrolled (No) in autopay.

• Bill Change Type - Show customers whose bill was higher, the same without changes, or lower than the previous period.

Not all filters apply to every card in the dashboard, as these metrics are calculated at a monthly level and do not respond to daily or rolling date range filters are applied.

• Unique Pay Now Clicks

• Returning Visitors

• Unique Visitors

• Low Bill Tier Engagement

• Medium Bill Tier Engagement

• High Bill Tier Engagement

Session Metrics

• Average Session Length: Shows the average time users spend on the site.

  For Example: 1.7 minutes indicates the typical visit duration.

• Average Events Per Session: Tracks the average number of recorded user interactions during a session.

  For Example: 2.8 events per session.

• Most Popular Event: Identifies the most frequently accessed event of the selected month.

• Most Popular Last Event: Identifies the most frequent final event before a user exits the site.

• Top Events: Lists events ranked by volume percentage and total event count. Updates dynamically based on User Exit Journey Analysis selections.

• User Exit Journey Analysis: Shows the distribution of events users engage with immediately before leaving the site. Helps identify common exit points and optimize the experience to reduce early drop-offs.

What is an event

An event is a recorded user interaction on the Bill Explainer microsite, such as clicking a button, banner, or card. Events reveal how customers navigate and engage with billing information.

Average Session Length Insights

The Average Session Length Insights feature provides a deeper understanding of how long users spend on the Bill Explainer microsite and how session duration varies across devices, user types, and bill change categories. These insights help identify usage patterns and optimize site performance for different customer groups.

All these visualizations are interconnected selecting a filter or data point in one will update the others accordingly, ensuring a consistent and synchronized view of the analytics.

Avg Session Length by Devices

Compares the average time spent on the site across different device types (For Example: desktop, tablet, mobile). Helps identify which devices drive longer engagement and may need tailored optimization.

Avg Session Length by User Type

Compares the average session duration between agents and customers, highlighting differences in engagement patterns between internal and external audiences.

• Agents - Users accessing the site in a support or service role.

• Customers - End customers viewing their bills.

Avg Session Length by Bill Change Type

Breaks down average session duration for customers whose bills were:

• Higher than the previous period.

• The Same without any changes.

• Lower than the previous period.

Useful for analyzing how bill changes influence the time spent reviewing billing information.

Day/Hour Sessions Volume

Displays a heatmap view showing when sessions occur most frequently during the day and across different days of the week. Helps pinpoint peak engagement times for targeted content or support availability.

Avg Session Length Trend (Day-Over-Day)

Tracks changes in average session duration (in minutes) over a series of days. Useful for spotting trends, such as engagement increases after a bill release or feature update.

Key Benefit

Site Usage Analytics enables businesses to make data-driven decisions by providing deep insights into how customers use the Bill Explainer microsite. This leads to an enhanced customer experience, more effective bill explanations, and reduced customer confusion, ultimately improving overall engagement and customer retention.

Use Case

The Problem

Businesses may struggle to understand how customers interact with the Bill Explainer microsite, leading to missed opportunities for improving the user experience. Without detailed insights, it's difficult to identify which parts of the site are confusing, underutilized, or causing drop-offs in user engagement.

The Solution

The Site Performance Analytics feature provides comprehensive data on customer behavior, allowing businesses to see how users navigate the site, which sections they spend the most time on, and where they drop off. With this data, businesses can optimize the microsite for clarity and ease of use, ensuring customers can easily find and understand billing information.

Benefits

• Improved User Experience: Gain insights into customer behavior to identify areas for improvement and ensure a seamless user experience.

• Enhanced Engagement: By understanding how users interact with bill content, businesses can optimize explanations and reduce confusion.

• Increased Customer Retention: A well-optimized microsite keeps customers engaged and reduces the likelihood of them leaving due to frustration with billing.

How it Works

1. Login: Business users access the Bill Explainer dashboard and navigate to the Site Performance Analytics section.

2. View User Behavior: The dashboard provides detailed metrics such as site visits, page views, time spent on each section, and device usage.

3. Analyze Data: Businesses analyze user engagement trends to identify areas where customers struggle or drop off.

4. Optimize Site: Based on the insights, businesses make changes to the site layout or content to improve the user experience.

5. Monitor Improvements: Businesses can track how changes affect customer behavior and engagement over time.

Common Issues/Troubleshooting

• Issue: High drop-off rates on specific sections.

  • Solution: Review the content and design of the section to ensure clarity and relevance to the customer.

• Issue: Low engagement with certain bill explanations.

  • Solution: Improve the clarity of the bill explanations or reorganize the layout to make the information more accessible.