Note: ChurnZero WalkThroughs is an add-on module. Please reach out to your ChurnZero CSM for pricing and feature activation.

The WalkThrough Report provides powerful insights into the performance of your WalkThroughs, helping you stay on top of your flows, understand how customers engage with your touches, and prove the effectiveness of your efforts. 

WalkThrough Settings and Filtering 

Filtering

The WalkThrough Report can be filtered by two controls:

• Accounts that I Own/Accounts in My Domain/All Accounts - This control filters the WalkThrough Report based on your association with accounts. The options are:
  • Accounts that I Own - Only accounts where you are assigned as Owner or as another Account Role.
    • If you are a CSM trying to review how accounts assigned to you have performed within a WalkThrough, use this filter.
  • Accounts in My Domain - Accounts that you personally own/are assigned to + accounts that are owned/assigned to other ChurnZero users who report to you.
  • All Accounts - All accounts, regardless of ownership.
• Account and Contact Segment Filter - This control filters the WalkThrough Report based on Account and/or Contact Segments you select.

WalkThrough Settings

• Status - Enabled (green), Disabled (yellow).
• Steps - Number of steps in the WalkThrough.
• Trigger - The trigger for when this WalkThrough will display to your users. This will either be Page Visit (i.e. the WalkThrough is triggered when the user comes to the page) or Element Click (i.e. the WalkThrough is triggered when the user click a selected element on the page). 
• Show - The setting for how many times an individual user can see this WalkThrough. This will either be Everytime (i.e. every time the Trigger occurs) or Just Once. 

IMPORTANT

If Show currently equals "Everytime" (or has ever), the WalkThrough Report will show ALL activity/history for the WalkThrough. In other words, if a contact has been through the WalkThrough multiple times, the numbers and charts within the report will reflect EACH pass (and all passes) through the WalkThrough.

Additionally, in this scenario the values in the WalkThrough Report will not necessarily match the number of records in the Segments provided when clicking values. For example, if the report for a WalkThrough set to "Show Everytime" shows 27 views of a step, when you clicked on this value, the corresponding Contact Segment might show 23 contacts. This would mean that the step was viewed 27 times by 23 distinct contacts (i.e. 4 of the contacts had re-entered the WalkThrough).

• Audience - The Account and/or Contact Segment(s) that can engage with this WalkThrough. 

WalkThrough Overview

• Began the Sequence - Provides details about the number of contacts (across how many accounts) have begun the WalkThrough sequence. The accompanying bar chart shows how many contacts began the sequence on each day for the last 30 days. 
• Completed - Provides details regarding how many contacts (across how many accounts) completed the WalkThrough, i.e. how many saw ALL the steps of the WalkThrough.
• Abandoned - Provides details about how many contacts (across how many accounts) abandoned the WalkThrough sequence before seeing all steps. The accompanying line chart shows how many contacts abandoned the sequence at each step of the WalkThrough. 

Step Tracking

For each step in the WalkThrough, there will be a corresponding section in the "Step Tracking" tab to provide details about the activity of that step.

• Settings - Displays the step's current settings. Even if the step's settings have changed over time, this will show only the current settings.
  • To see the content of the step, click on the binoculars.
• Step Stats - Displays details on activity for that step. If a contact has been through the WalkThrough multiple times, each instance of showing a step will be represented in the values and charts. Each of these values and charts can be clicked to take you to a Contact Segment of individuals impacted by the step.
  • Values 
    • Views - Number of times the step was viewed.
    • Completions - Number of times the step was completed, i.e. the number of times the contact clicked the call to action on this step, moving them to the next step. 
    • Abandons - Number of times the WalkThrough was abandoned on this step, i.e. the number of times the contact clicked the "x" on this step or closed their browser while on this step. 
    • Clicked - Number of clicks on element(s) in the step. If a contact clicked twice in the same step, the second click IS reflected in this value. 
  • Charts
    • Viewed - Breakdown of contacts who saw the step (Viewed) v. contacts that started the WalkThrough but did not see this step (Did Not View).
    • Completed - Breakdown of contacts who completed the Step (i.e. moved to the next step), abandoned at this step (clicked the "x" or closed the browser), and are still in progress for the step (i.e. they haven't proceeded to the next step but also haven't abandoned the WalkThrough). 
      • Note on In Progress: If a contact sits in this status for more than 2 hours, ChurnZero assumes they have abandoned the WalkThrough and will update the contact's Completed status to "WalkThrough Abandoned". But if the contact returns to the WalkThrough, ChurnZero will delete the abandoned status. 
    • Clicked - This is number of contacts that clicked, NOT distinct (not the number of clicks). If you went through multiple times and clicked each time, counted multiple times. 

Contact Details

For EACH instance of an account/contact going through the WalkThrough, the Contact Details will show a line item to provide details about that specific pass through the WalkThrough.

This section can be filtered by All, Completed WalkThrough, or Abdandoned WalkThrough. 

For each instance, the following details are provided:

• Contact - Name and email address of the individual. Clicking will take you to that individual's Contact Profile.
• Account - Name of the account the contact is associated with. Clicking will take you to that account's Account Profile.
• Begin Date - Date and time the contact began the WalkThrough sequence.
• Last Action Date - Date and time of the last activity on the WalkThrough.
• Status - The contact's status in the WalkThrough; there are three possible values:
  • WalkThrough In Progress - The contact is still active in the WalkThrough, they have not yet completed or abandoned the sequence. 
  • WalkThrough Completed - The contact saw all steps of the WalkThrough. 
  • WalkThrough Adbanoned - The contact exited the sequence before seeing all steps. 
• Last Step - The last step the contact was on in the WalkThrough. This will only be populated if the contact's Status is WalkThrough In Progress or WalkThrough Abandoned. 

Finally, to export these details into a CSV file, click "Export" in the upper right-hand of the grid: