Service Description

Service description of the platform and its modules (as of 4th of July 2022)

Please find the comprehensive service description below

Standalone version

Definitions

"Platform" means Visitor Analytics' web-based solution (with or without the visitor recording feature) based on a Software-as-a-Service (SaaS) model for Customers around the world.

"Heatmap" is the graphical representation of the visitor's journey on a single specific customer website, created by the visitor's scroll and mouse activity using the platform's Thermal Imagery feature.

"Session Recording" is the replay of the visitor journey on the Customer Website created by Visitor Analytics.

"Conversion Funnel" is the ability to track visitor action paths on the Customer Website.

"Event Capture" describes the ability to capture and graphically display certain events on a website.

"Polls" describes the ability to display certain questions with predefined answers for visitors within a customer's own website. Visitors can participate or not.

"Surveys" describes the possibility to display certain question catalogs for visitors on a separate URL. Visitors can participate or not. 
Brief description of the platform

The Platform is a web-based solution based on the "Software as a Service" (SaaS) model for customers around the world. The platform is an advanced tool for technical as well as non-technical users to collect, process and analyze website-specific data as well as operations. Once added to a website, the platform provides (real-time) insights regarding each website visitor and their visit behavior. This information can be used to get to know a website audience better, significantly improve conversion processes, enhance the visitor experience in general, and much more. Basically, the client can check its returning visitors ("visitors"), new visitors, IPs (if IP anonymization is not enabled), page visits, bounce rates, conversions, average sessions per user, average pages visited per session, average session duration, URL campaign statistics, anonymous competitive comparisons, traffic analysis and live visitors from the moment the platform is installed on the client's website. There are also various functionalities for capturing and analyzing the behavior of website visitors (using the optional Event Capture, Session Records, Heatmaps & Conversion Funnels features), as well as possibilities for simplified communication with website visitors (e.g. by placing surveys or polls on their own website). 

A detailed description of the platform can be found at www.visitor-analytics.io. The detailed scope of services depends on the price package chosen for the customer's website.

Detailed descriptions of the platform functionality

c.1. Platform

Our Platform gives the Customer access to the Platform and enables Visitor Analytics to collect information for the Customer through the Platform about how visitors use the Customer Website. This information is analyzed through the Platform and provided to Customer on a web-based platform with charts, graphs, maps and other forms of display. Customer may create multiple user accounts per Customer Website. The customer can export parts of the statistical data for free use by the customer itself. The platform is basically divided into the following main modules with contained information options. Basically, there is a platform-wide restriction of not being able to collect data across devices or websites. Several websites can be assigned to a customer account (by creating a new website by the customer account itself or by inviting a third party to another website). Within the platform it is possible to switch between customer websites and receive the corresponding data of the selected website.  Basically, the customer can create several user accounts per website free of charge and provide them with different access rights (editor or viewer).

c.1.1 Main module "Web Statistics

The module provides the customer - depending on the selected or set data protection mode in the website settings - with the following information or functions:

  • Visitors' entry pages
  • Referrer
  • Operating systems used
  • Browsers used
  • Diagrams showing the resolutions used
  • Number of visitors and page views per year, month, weekdays and hours
  • Ignore visits of visitor's employees for a specific web page
  • Ignore own visits for a specific web page
  • Visitor demographics (locations: cities, regions, countries)
  • Average sessions per visitor
  • Average pages visited per visitor session
  • Average session duration
  • Conversion behavior within the website
  • From which sources the website traffic is composed and how each visitor group statistically behaves
  • Competitive analysis (comparison of customer website with aggregated and anonymous statistics and figures of other customer websites in the same business area and/or country)
  • URL campaign statistics based on UTM parameters

c.1.2 Main module "Visitor Behavior

The module provides the customer - depending on the selected privacy mode in the website settings - with the following information or functions:

c.1.2.1 Event Capture

The Event Capture module describes the possibility of capturing and graphically displaying certain events on a website. Events can be clicking a button, hovering over an image, etc. Events to be captured can be identified manually by creating a corresponding tag through the platform and adding it to a web page element. The platform automatically detects these events and visualizes their occurrence in the corresponding module. It is also possible to have the platform automatically identify certain standard elements (buttons, images, etc.) and associated actions (click, hover, etc.) of a web page and visualize their occurrence.

c.1.2.2 Session Recordings

Customers can enable visitor records into the Customer Website by using our code snippet, which allows Visitor Analytics to collect information about visitors' usage of the Customer Website for the Customer via visitor records. TheVisitor records are provided to the Customer and can be analyzed by the Customer itself. 

c.1.2.3 Heat Maps

An aggregated form through the function visitor records collected data, can be provided to the customer in the form of "heatmaps". The Customer can activate a heat map for one page of its Customer Website and subsequently receive aggregated information regarding mouse movements, clicks and scrolling activities that have taken place on this page, based on the website visits recorded over a certain period of time.

c.1.2.4 Conversion Funnel

Enables customers to more closely track the conversion behavior and conversion rates of visitors to the customer's website. Different pages of the customer's website can be correlated to see where visitors to the customer's website are leaving predefined processes. This feature can help to check where important processes are left by visitors and optimize the processes that are most important for the customer website. 

c.1.3. Main module "Visitor communication"

The module provides the customer with the following information or functions - depending on the selected privacy mode in the website settings:

c.1.3.1 Voting

The functionality allows customers to place a separate window within their own customer website, in which questions or statements are presented to a website visitor, to which the visitor can comment freely or by clicking on a predefined answer. When creating a poll, it is possible to specify whether it should be displayed only on certain pages of the customer's website or only to certain groups of visitors (location, browser, etc.). There are certain possibilities to individualize the presentation form of a vote within the customer's website (color, position, etc.). The customer can access certain predefined question types (multiple choice, long text answer, slider, etc.) when creating a poll. Website visitors can voluntarily participate in these polls or close them. All responses to polls are automatically statistically processed and visualized for the customer within the platform.

c.1.3.1 Surveys

The functionality allows customers to place a questionnaire on a separate URL (automatically generated by the platform) to share with others. The customer can freely define questions as well as predetermine answer options. When creating a survey, there are certain individualization options regarding the form of presentation (color, logo, etc.). When creating a survey, the customer can access certain predefined question types (multiple choice, long text response, slider, etc.). People to whom such a survey URL has been sent can participate in it voluntarily. All survey responses are automatically statistically processed and visualized for the customer within the platform.

c.1.4. main module "Other tools

The module provides the customer - depending on the selected data protection mode in the website settings - with the following information or functions:

c.1.4.1 URL Shortener

The function provides the customer with a simple, effective and safe tool to transform longer URLs into visually friendlier short and easier to remember links.

c.1.4.2 Privacy Sticker Generator

The generator allows customers to generate a customizable privacy sticker and embed it in their own website to signal to their visitors that they are using a data collection tool that gives privacy a particularly high priority. The customization options include the adaptation of the following sticker attributes:

  • Basic format
  • Background color
  • Border thickness and color
  • Integrated sticker icon

c.1.5. main module "Website settings

The module provides the customer - depending on the selected privacy mode in the website settings - with the following information or functions:

c.1.5.1 General settings

  • IP anonymization
  • Reset data
  • Whitelisting of elements and keystrokes

c.1.5.2 Subscription settings

In this view, the customer can, for the selected website, maintain his billing information as well as his selected payment method. In addition, the customer gets an overview of all his invoices here and can download them.

c.1.5.3 Tracking Code

The customer can view his website-specific tracking code here, which he must integrate in the source code of his website so that the platform can start collecting data smoothly. The customer can also check here whether the tracking code has been embedded correctly in the source code.

c.1.5.4 Module-specific

Here the customer has the option to select a module that offers additional settings and can set it up based on their individual needs or the available options.

c.1.5.5 Privacy Center

This area enables the customer to select between different privacy modes for their website visitors. The customer can use a slider to set the privacy mode for the selected website that suits their needs. The stricter the customer sets the privacy mode, the less information will be provided to him about his website visitors.

c.1.5.6 Special pages

This feature allows the customer to create or maintain the following special pages:
Conversion pages: the customer can define pages of his customer website as conversion pages. For all visits that are recorded on defined conversion pages, a conversion is counted and displayed in the platform. 
Dynamic pages: the customer has the possibility to group pages of his customer website that are identical or similar but have different dynamic parameters in their URLs (e.g. yourdomain.com/thank-you/{order-id}).

c.1.5.7 Import

The customer has the option to import their historical "Google Analytics" data into the platform.

c.1.5.8 Export

The customer can export parts of the statistical data of a customer website, for free use. This includes the following information:

  • Location of visitors
  • Devices of the visitors
  • Operating systems of the visitors
  • Visitors' browsers
  • Visitors' paths on the customer's website

c.1.6. main module "account settings

c.1.6.1 Account data

Here the customer can maintain his personal or company data. He is also given the option to delete his account and all related data/websites here.

c.1.6.2 Administration account web pages

Here the customer gets an overview regarding all websites his account is connected to (either as administrator or as other contributor). Website specific information such as page visits, conversions, current price package, whether whitelabel is active or the account specific role can be viewed.

c.1.6.3 Whitelabel

This function allows the customer to individualize the platform in its presentation form for linked websites. He has the possibility to create an individual theme that can consist of a customized logo, font, colors as well as URL. This defined theme can then be applied to linked websites for which the customer account acts as an administrator. Contributors to a website for which the custom theme has been activated will then see the corresponding customizations within the platform after login.

c.1.6.4 Commission

Commission payments exist in the context of the whitelabel feature. Customer accounts that have at least a certain price package activated for linked websites receive a percentage of the package price back in the form of a commission. More information on this can be found at https://www.visitor-analytics.io/

c.1.6.5 Invoices

Here the customer can find invoices for any booked price packages regarding platform usage across accounts and websites.

c.1.6.6 Data protection consents

Overview of all possible account-specific data protection consents as well as the status of the respective consent of the customer account.

Free & Premium Edition

The Free and Premium Editions are based on our state-of-the-art software service, available at https://www.visitor-analytics.io/, and are targeted at small, medium and large businesses around the world. Our platform and its features are offered as a "freemium" model, allowing customers to choose between the free edition as well as the paid Premium Edition:

d.1. Free Edition

The Free Edition allows the Customer to access the Platform so that Visitor Analytics can collect information for the Customer through the Platform about how visitors use the Customer's website, as described at https://www.visitor-analytics.io/. This information is collected through the Platform, analyzed and made available to Customer in Customer's account on the Platform.
Fee structure: free use with no fees.

d.2. Premium Edition

The Premium Edition allows Customer to access the Platform so that Visitor Analytics can collect information for Customer through the Platform about how visitors use Customer's website, as described at https://www.visitor-analytics.io/. This information is collected through the Platform, analyzed and made available to Customer in Customer's account on the Platform.

Fee structure: in order to benefit from the advanced features of our Premium Edition, the Customer may select one of the Premium Packages (as shown here https://www.visitor-analytics.io/en/prices/) and after activating the service, pay directly through the Platform via the payment methods offered. 
All premium pricing packages as well as their included features can be accessed here https://www.visitor-analytics.io/en/prices/.