Freshworks CRM allows you to create funnel reports that enable you to track visitor traffic and their journey through your webpages. You can set up a defined journey and examine how many users completed them and what actions they undertook between funnel steps. 


Note: Before you set up your funnel experiment, ensure that the CRO Add-on is activated and the Freshworks CRM marketing code is embedded inside your website


To set up your funnel experiment, follow these steps:

  1. On your left panel, click the WEB ANALYTICS AND MANAGEMENT  button and select Funnel Analysis. 

    This opens the Funnel Analysis dashboard.

  2. Click the button. This brings up the Create Funnel Experiment dialog box. Give your experiment and name and choose the type of experiment. You can choose between the following:

    1. Regular Funnel - This tracks the visitors who complete a defined journey.  For example, consider the below funnel.

      Landing Page -> Product Listing Page -> Product Details Page -> Cart

Here, a regular funnel will track all visitors who have undertaken this journey in this exact order. It will also track actions undertaken in between the funnel steps, as long as the visitors complete all the funnel steps in order.

  1. Flexible Funnel - This tracks the visitors who land on each step. Flexible funnel allows you to reorder the funnel steps and view the drop off rate for each step. This type of funnel is suitable when you have more number of conversion journeys. There could be scenarios where visitors could directly land on a Product Detail Page through a campaign. In a Regular funnel, this wouldn't be tracked. Only the visitors who followed the defined path will get tracked.

  1. Click . This takes you to the screen where you can configure the steps of your Funnel.

  2. Configure the steps of your funnel by providing the URL on which the experiment needs to be run. Each step is an individual URL.

  3. You can also select options for URL targeting

    1. Simple Match - Default match type used to target a page on a site.

    2. Exact Match - Targets a URL with a query parameter.

    3. Regex - To use the RegEx functionality for targeting pages with a pattern match.

    4. Substring -Target all pages which contain the given substring.

    5. Custom- Targets virtual pages that have no unique URL. This could mean pop-ups or overlays within a web page i.e where the URL doesn’t. This could include things like subscribing to newsletters or playing videos. To track such activities, you can set up a virtual pageview. Add your custom value to generate the snippet.

      window.ZargetFunnelAPI = window.ZargetFunnelAPI || [];
      window.ZargetFunnelAPI.push("zg_vpage", "<Value Of The Step>");

       

  1. Set schedule (Optional)- The scheduler option lets you set up conditions to start and end an experiment. This requires a scheduled date and time or visitor limit to be set as an end condition for the experiment. The experiment eventually stops on reaching any of the two conditions.

  2. Click . This launches the experiment and gives you a success notification.


You will then be taken back to the Summary page where you can access details about the progress of the experiment. 

You can also check out the Funnel Reports on this page.

Reordering funnel steps

At times, there might be a need to make the funnels flexible to explore other possibilities that can decrease drop-offs and improve the conversion journey. For this purpose, Freshmarketer provides an option to reorder steps in the Funnel report. 

Rearranging the funnel steps provides detailed insights on who traveled through the other pages in the funnel along with the count and percentage of drop-offs for each and every page in the funnel.

To Reorder funnels, go to the Reports tab of the Funnel experiment and click the button. This opens a popup that facilitates the reordering of the steps in the funnel report. Reorder the funnel steps by dragging and dropping the steps you need. The step number will be adjusted to the ascending order automatically as you reorder the steps while the step name remains the same.