Customer journey: a funnel from website visitor to payment
The report shows how many people go through each step, from a website visit to payment, and at which step you lose the most. The stages are collected from different sources: the web analytics counter, clients, tasks, deals, documents, and finance.
What you can do
Report
Open Analytics → Sales → Customer journey. Above the report you can select the configuration, the period (Month and others), and the dates.
Under the heading there is a summary: how many visitors entered the funnel and how many payments came out of it. Below are the stages in order, with the share of records that moved on to the next step between them.
The Funnel / Circles switch changes the view: in Circles, each stage shows a percentage of the number of visitors who entered the funnel.
| Element | What it shows |
|---|---|
| Stage | The name, the number of records, and the source: the website counter or the number of filters by type and status |
| Percentage between stages | How many records moved from the previous stage to the next one |
| Conversion | The share of new clients who reached the goal: reached the goal / added to the database × 100% |
| Bottleneck | The stage where you lose the most |
Report data is shown according to the employee's access rights level.
Set up the stages
You define the stages in the Stage sources window: open it with the gear icon ⚙ to the left of the Funnel / Circles switch. The window is a step-by-step wizard: each number at the top is a separate stage, and you move forward with the blue arrow in the lower-right corner.
Stage 1: website visitors
The first stage takes data from web analytics:
- Turn on Use stage and enter a Stage name, for example "Website visitors."
- In the Visitor source field, select Google Analytics and specify the Property.
- In the Metric field, select what to count, for example Visitors.
If there are no properties in the list, connect one in the settings first: Google Analytics.
Stages 2–6: CRM records
The remaining stages count records in WorkZeal modules. For each stage:
- Turn on Use stage, or turn it off if you don't need the step: it disappears from the report.
- Enter a Stage name.
- Select a Module: Clients, Tasks, Deals, Documents, or Finance.
- Narrow the selection by Types and Statuses: turn off the Any toggle and check the values you need in the list. With the toggle on, all records in the module are counted.
Example set of stages:
| Stage | Module | Selection |
|---|---|---|
| Added to the database | Clients | Any types and statuses |
| Tasks | Tasks | The task type you need |
| Deals | Deals | Stage turned off |
| Documents | Documents | The document type you need, for example an act |
| Payment | Finance | Any types and statuses |
Warning
A record's type and status can change. The report only uses their current values.
The ➕ step after the sixth stage adds one more stage to the funnel.
Saving
On the last step of the wizard, enter a Configuration name and click Apply.
- With the Save as new configuration toggle off, the changes are saved to the current configuration.
- With it on, they are saved as a separate configuration, and the old one stays unchanged.
You switch between saved configurations in the list above the report. This way you can keep several funnels, for example for different websites or products.