Interaction Tracking & First Party Data

Track user interactions within the Neocom Advisor to gain valuable insights into their behavior

Overview:

With Neocom's interaction tracking, you can capture various user events within the Neocom Advisor and forward this data to your own tracking system (e.g., Google Analytics). To accurately evaluate Neocom's success, we recommend tracking customer interactions both before and after they engage with the Advisor. Additionally, compare the KPIs of users who interact with the Advisor against those who do not. This allows you to collect first-party data from Neocom and utilize it for purposes such as retargeting campaigns.

Key KPIs to track include:

1. Bounce rate
2. Session duration
3. Conversion rate
4. Average shopping cart value

How it works:

Neocom's interaction tracking is implemented by integrating a JavaScript function  (neocomActionCallback) into your website. This function enables Neocom to capture specific user events, such as starting a consultation session or answering a question. The captured events can then be forwarded to analytics tools like Google Analytics for further analysis.

Placement: Ideally, place the script in the header of your website, alongside the global embedding code.

Function: neocomActionCallback is triggered when certain user events occur.

Event Data Structure:

Each event triggers a payload object that contains the following information:

1. action: Name of the event
2. data: Additional event details
3. neocomID: Unique ID for the advisor
4. meta: Includes conversationId (tracks individual interactions with an advisor), integrationType (shows the advisor's integration method), and sessionId (identifies a user across browser sessions)

Key Events

1. CONVERSATION_STARTED
   a. Trigger: The advisor is loaded and displayed
   b. Frequency: Once per session
   c. data: Empty
2. CONVERSATION_INTERACTED
   a. Trigger: The user clicks on the advisor
   b. Frequency: Once per session
   c. data: Empty
3. QUESTION_ANSWERED:
   a. Trigger: The user answers a question
   b. dataStructure:
   
   1. 1. question: Object with id and name.
      2. answers: Array of objects with id and name.
      3. isEndOfConversation: Boolean indicating if the conversation is complete.
      4. products: Array of recommended products, each with id (SKU), name.
      5. selectedPriceRange: Object with min, max (prices), and currency (3-letter code).

Example:

<script>

    function neocomActionCallback(payload) {

        const action = payload.action;

        const data = payload.data;

        const meta = payload.meta;
        
        // Insert your business logic here
        // Example of sending data to Google Tag Manager

        if (window.dataLayer) {

          dataLayer.push({

            "event": "Neocom",

            "action": payload.action,

            "advisorId": meta.advisorId,

            "conversationId": meta.conversationId,

            "sessionId": meta.sessionId,

            "payload": payload.data
          });
        }
    }
</script>

Result Tracking:

When a user clicks on a recommended product in the results, the product detail page of your store is loaded. To inform the store that this product was recommended by Neocom, the URL is appended with the parameter neocom_source and the ID of your Neocom advisor. This URL information can be used in Google Analytics to reference it and create segments.