The term "interaction tracking" refers to the systematic recording, documentation, and analysis of interactions between a company and its prospects, customers, partners, or internal users. The goal of interaction tracking is to gain a comprehensive understanding of behavior, needs, and engagement in order to optimize communication, processes, and offerings accordingly. Interaction tracking can occur across various touchpoints such as websites, customer portals, sales, marketing, and customer support.
Multi-Channel Tracking: Capturing interactions across different channels such as websites, emails, phone calls, social media, chat, or mobile apps.
Interaction History Analysis: Comprehensive overview of all touchpoints with a contact or customer over a defined period.
Event Tracking: Automated capture of specific actions, such as clicks, downloads, page views, or form submissions.
Engagement Scoring: Evaluating the intensity of interactions to prioritize leads or customers (e.g., lead scoring).
Notifications and Alerts: Automated alerts for specific interactions, such as when a user submits a price inquiry or opens an email.
Data Integration: Linking interaction data with CRM, marketing, or sales platforms to create a unified customer view.
Reporting & Dashboards: Visualization of interaction history, KPIs, and user behavior for analysis and strategic decision-making.
A potential customer clicks on a product offer in a newsletter.
A user repeatedly visits a product page within a week.
A current customer opens a support ticket and chats live with the service team.
A prospect downloads a whitepaper and is subsequently contacted by a sales representative.
A website visitor uses the contact form to schedule an appointment.
A partner company regularly accesses specific pages in the partner portal.
