Carrot Quest - a service for managing and communicating with users


    Today in our section is the Carrot Quest service , which allows you to communicate and manage users based on their behavior.


    My name is Dima Sergeev. Me and Co. have been developing Internet projects since 2009. We did projects for such companies as Sberbank, Rosneft, and others, but in the summer of 2014 we said enough - whoever did the project business will understand;). By the way, on Megamind we have a blog that we are constantly updating.

    Now I am teaching a project management course at PSNIU, a correspondence tracker in IIDF. And I lead the development of the Carrot Quest project - a service for managing users and communicating with them.


    Today the zoo from various services and tools of Internet marketing is huge. But the big problem is that they all work independently of each other and to make them coexist, you need to write more than one line of code. Because of what, in a dynamic business, you constantly have to spend money on managing this zoo.

    Email newsletters, online chats, pop-ups - they all know almost nothing about your potential customer: at what stage of the purchase is he, what actions did he take, what product or service are he interested in, etc. Without this data, all Internet marketing is just guesswork and financial risk.

    This is especially important for web services and online stores, when you need to increase the conversion to the first and repeated sales. If you know everything about each of your users, then your communications with him will be more personalized and more accurate. This directly affects sales.

    We have created a service that combines the most important tools of Internet marketing: eCRM, email newsletters, pop-ups, online chat and web analytics. And due to their association, new hacks appear. This is what is called Marketing automation.


    CRM and personal analytics

    Imagine that you know everything about each of your users. All his key actions on the site, which product he added to the basket, what function he used in the service, what article he read, what he talked with the operator, whether he read the email newsletter, where he came from and how much money he brought for the whole life cycle.

    With this data, you know what interests your user and how you really can be useful to him. As a result, successfully bring it to the sale, both first and second (create letters with an offer, prompt in a chat, show pop-ups, etc.).

    Marketing becomes meaningful and effective only when you know your users.


    Here all the visitors to your site are laid out on shelves. They can be divided into segments for any data and actions that they did on the site:
    • by the source of the transition to the site (domains, utm-tags);
    • by city and region;
    • by the actions they took on the site (for example, they registered, added the product to the basket, subscribed to the newsletter, paid for the subscription twice, did not return to the site for 14 days or came again, and any other action);
    • according to the data that they left on the site (the presence of mail, name, etc.)
    • by loyalty and willingness to buy (scoring users by points);
    • by the amount of money that the user brought;

    All of these options are easy to configure. We made it so that any marketer could customize our service for their tasks, almost without the help of programmers. Plus, on the blog, we constantly present various cases that help customers use Carrot Quest to the maximum.

    Of course, it is important to know how many users you have, for example, who bought more than 3 products and never returned to the site. But it’s even more important to return them and bring them to a re-purchase.

    You can select any one user as well as an entire segment and send him 3 types of messages:
    • Chat message;
    • Pop-up window;
    • Email

    3 simple cases of how chat, pop-ups and team e-mails work

    1. We send a personal trigger letter to the user stating that he has left the registration or the basket. At the same time, we give him some kind of bonus or promotional code and he returns to the site from this letter. Already on the site, we personally show him a small pop-up or chat message with a promotional code so that the user does not lose it. Thus, we advance along the funnel. All this is sent automatically, by triggers.

    2. The user wrote us a chat from a mobile phone and left. We answer him in the chat, and carrot quest redirects the message to the mail. The user continues to communicate with us from his mail. When the user returns to the site (already on the PC), he continues the same dialogue in the chat. The user chooses a convenient channel for himself.

    3. We trigger (or manually) send pop-ups to “old” users about updates to the service. The user answers it - asks to show how it works (pop-up turns into a chat). We are here in the chat activate the user in this new function. A week later, we remind him of her (Carrot Quest himself redirects this message to the mail).

    Our main task is to ensure that the support, sales or marketing department without straining programmers can make complex scenarios of communication with users, support users, and return the departed.

    Here's a short table of chat team features, pop-ups, and emails.


    Of course, what can be “communication” without an assessment of effectiveness? Full analytics is available for all types of messages. For example, for newsletters, these are all important actions: open rate, click rate and replay rate. Moreover, right here you can see exactly who did this action, go to the card of this user and see what he did next, after reading the message. As a result, you set up automatic messages in chat and mail, do manual mailings and get all the answers in one service.



    Measure the conversion of each action

    The task of your business is to increase profits. The question is, how do your actions affect the business, how does promotion affect profits, where do you “lose” customers, how do your operators and sales department work? All this is important not just to know, but to constantly monitor and improve.

    By collecting data on user actions in Carrot Quest, you can instantly configure different funnel options and evaluate the effectiveness. You can collect the funnel faster than saying the word "Mississippi." And probably even easier. It’s also easy to segment the created funnel by channel, by email, by utm-tags and so on.


    How are we different from competitors?

    People often ask: “And how do you differ from ...?”

    So this is how we differ from:
    • Google Analytics says what's going on, and Carrot Quest shows who does it. And gives tools to communicate with them.
    • Intercom only sees users who register and write to the chat, Carrot Quest sees all users. Still, Carrot Quest has analytics and almost everything can be configured without the help of a programmer.
    • Online chats. They give the opportunity to communicate only with those users who are on the site, but for us this is just the tip of the iceberg.

    Here we are making such a product . We had to go a long way not easy, but we are proud of our every step.

    Thanks to everyone who cheers for us. Do reposts, help us and your friends find each other.

    And of course, let's argue in the comments how this works and who needs it.

    Also popular now: