Shopify Monitoring

Use Cases for Shopify

Germain UX supports various use cases in both Shopify environments. Here are a few examples:

• Improve UX and Adoption.

• Accelerate Conversion.

• Identify Inefficient Journeys.

• Understand and Enhance Shopify Application Performance.

Features

In summary, Germain provides:

• Recording of Real User Session and Session Replay (Millisecond, Searchable, AI powered).

• Friction Finding & Analysis (24x7, Real-time) at User, Process and Technology levels.

• Feedback Collection.

• Marketing Analytics.

• Proactive detection, alert, and resolution (24x7, Real-time).

Germain UX is available on the Shopify Store: https://apps.shopify.com/germain-ux

Video Overview: https://www.youtube.com/watch?v=ix3qFiIYVvk

Some key features Germain offers for Shopify include:

Recording and Replay of Real User Session on Shopify

Germain automatically records millisecond-precise, pixel-perfect user sessions 24/7, providing real-time insights to understand both the 'what' and the 'why.' Germain UX identifies friction points and their underlying causes, streamlining business impact analysis for critical UX, Adoption, and Productivity issues without the need to review numerous videos. You can quickly replay specific segments of recorded sessions by searching for your priorities. All business or metadata data is fully searchable, maintaining GDPR compliance, whether at scale or within a recorded session.

Qualitative and Quantitative Behavioral insights, such as those stemming from poor content or complex processes, leading to confusion and friction, are automatically detected by Germain’s Session Replay.

More details about Real User Monitoring and Session Replay here.

AI-Powered Summary of User Sessions

Friction Finding & Analysis for Shopify

GermainUX automated the Friction detection and analytics at User, Process and Technology levels.

Process Monitoring & Insights

Checkout and Payment Processing

Track the entire order fulfillment process, from placement to payment, inventory management, and shipment tracking, enabling prompt issue identification.

Ensure a smooth payment gateway and checkout process, identifying and addressing any customer-facing errors.

Inventory Management

Monitor stock levels, receive low inventory alerts, and oversee product restocking to maintain efficient inventory operations.

Wasted Time

Germain allows you to automatically identify where visitors waste their time, whether that is during product discovery, checkout, payment processing

For instance, it can identify instances where customers take longer to complete a purchase or when items take too long to reach customers.

More details on how to monitor and identify wasted productivity.

User & Journey Insights

Conversation Analysis (AI-Powered)

Analyze online conversations to identify and resolve issues causing friction.Germain has the ability to let you search (manually or automatically) within any of the conversations to understand why a chat didn't lead to anything constructive.

• Use Case: Find bad sales call, identify what was missing, and possbly correct it (by either providing realtime tip to the sales rep or emailing the client with a better product or answer)

• Use Case: Identify ineffective interviews (via phone, whatsapp, or something else), find the reasons, to improve the process, identify the most motivated candidates.

• Use Case: Identify poor support calls, understand why, to find ways to enhance customer support.

Feedback Collection

Shopify visitors can provide their quick feedback via Germain UX’s Feedback Popup. That feedback is then available at scale on various Germain Dashboards, and it can be replayed on the Session Replay Dashboard, so it is easy to understand consumers feedback and why potentially they complain.

More details on Germain UX Feedback Popup.

Flow at Scale

Germain allows you to monitor and analyze the customer journey within and outside your Shopify store. You can track the steps customers take, such as product browsing, adding items to the cart, checkout process, and post-purchase activities. This helps you understand customer behavior, identify conversion rate optimization opportunities, and enhance the overall user experience.

More details on Customer Journey.

Heatmaps

Six heatmaps are available to help you diagnose friction at the user session level, either for individual users or all visitors. Learn more about heatmaps here.

Partial Answer to a Client

Were the questions properly answered?

Unavailable Sales or Service Rep

Were any sales reps available to chat with the client? on time?

Unsuccessful Search

Did the visitor find the content they were searching for?

Onboarding Boost

If gathering feedback from Shopify visitors is insufficient and your current AI-driven in-app/onboarding/chat technology falls short, Germain's millisecond-precise and pixel-perfect recorded session replay can significantly improve the advice and recommendations, produced by your AI-driven in-app/onboarding tech, to your visitors.

Often, AI-driven chat/onboarding/chat technologies lack the necessary insights to understand a visitor's true preferences, leading to inaccurate guidance that may discourage visitors.

Only a comprehensive UX dataset, like Germain UX's millisecond-precise replay with full searchability, can be used to feed an AI-driven chat/onboarding/chat in order to provide better recommendations to the end-consumers.

Germain UX can seamlessly integrate with various in-app technologies to optimize visitor guidance:

• Pendo

• Walkme

• WhatFix

• Check Germain UX’s rest APIs

• Or please contact us for integration with others.

Purchase Interest

Detect interest in buying out of stock product.

Technology Insights for Shopify

Germain allows you to monitor the health and performance of your Shopify storefront, ensuring that it is running smoothly and meeting your desired performance standards.

Chatbot Issues

Automatically identify "why" a chat attempt failed.

• Did any chat attempts fail?

  

• Did the AI Bot provide the right articles?
  Germain can feed an AI Bot to provide better content/articles to Shopify visitors.

Errors

Germain provides real-time monitoring and analysis of slowness and errors within your Shopify application. It helps you identify performance bottlenecks and errors, enabling you to address them promptly and ensure a seamless user experience.

Here are more details on how to understand the severity and business impact of errors at scale on a Shopify store. In other words, you can filter out the millions of errors that don't have a direct impact on your business and prioritize and resolve the ones that do.

Integration Failure

Germain can monitor the integrations between your Shopify application and other systems or third-party services. This ensures that all integrations are functioning correctly and provides visibility into any issues that may arise.

Check Germain UX’s preconfigured Technology KPIs for Shopify Administrators.

Mobile Responsiveness

Monitor Shopify Store’s performance and responsiveness on different mobile devices and screen sizes. Test the mobile experience regularly to ensure seamless browsing and purchasing for mobile users.

Page Performance

Track the performance metrics of your Shopify store, such as page load times, response times, and transaction completion times. Monitor metrics like server response time, page size, and resource loading to identify any performance bottlenecks that could affect user experience.

Server-side Performance Insights

Database, Transaction Processing and Imagery monitoring and analytics are provided by Germain UX.

Website Availability

Monitor the uptime and availability of your Shopify store and links on any pages to ensure they are accessible to your customers. Germain tracks uptime and sends alerts in case of any downtime.

More KPIs

Monitor website traffic and visitor analytics to understand the volume of visitors, their behavior, and traffic sources.

Check Germain UX’ preconfigured Web Analytics KPIs for Shopify Administrators.

Marketing Analytics

Campaign Insights

Evaluate the effectiveness of marketing campaigns, empowering data-driven decisions for campaign optimization.

Check Germain UX’s preconfigured Marketing KPIs for Shopify Marketers.

Consent Tracking API

Integrate the Shopify Consent Tracking API with Germain UX. Contact us if needed.

Conversion

GermainUX offers built-in analytics to gain insights into user patterns, popular products, and conversion rates leveraging its own property features and Shopify Pixel to complement the checkout portion.

GermainUX’s Focused Flow portlet helps diagnose visitor journeys at scale, identifying the most critical points of friction both overall and at each phase of the journey

Example of Conversion Insights leveraging Shopify Pixels (this is sample data):

Proactive Detection and Resolution for Shopify

Germain offers a number of RPA Bot mechanisms to help proactively detect, analyze and possible resolve low hanging fruit issues.

Alert when issues occur

Germain has a sophisticated proprietary Alert and SLA systems. More details about Germain UX’s Alerts.

Detect issues before impact via Synthetic RPA Bots

Germain enables proactive issue detection that affects Shopify users, applications, or integrations in real-time, 24/7. This is achieved through various automation mechanisms, including RPA Bots (e.g., Selenium).

More details on Synthetic User Scenario.

Smart Insights for Shopify

Any Business, UX, Technology related KPIs can benefit from Germain’s Smart Insight algorithm. That helps managing capacity, identify hard-to-identify new issues, whether there are technology, process or user experience-related issues. More details on Smart Insights here.

Auto-resolve issues

Let Germain execute a script when a SLA is met.

Here is more details on other automations features.

Reporting

GermainUX generates and sends automatic reports at various frequency depending on the urgency of the matter(s) with CTA to best help organization focus on what hurts an eCommerce the most.

Here are some of the reports available out-of-the-box:

• Broken Checkout (synthetic monitoring)

• Integration Down (e.g., AI apps, chatbots)

• Static Broken Link

• Negative Feedback

• Orders

• Abandoned Carts

• Drop-offs

• Frictions (e.g., no search results)

• Process Performance
  (e.g., Landing Site → Checkout, Start → End Chats)

• Products Viewed

• Sold Out Products

• Technology Performance

Example of a Cart Abandonment Report:

Example of a Friction Report:

By monitoring the uptime, performance, and user experience of your Shopify application with Germain, you can identify potential issues, proactively address them, and make data-driven decisions to improve the overall performance and user satisfaction of your storefront.

For more detailed information on the monitoring capabilities and customization options available for Shopify applications in Germain, please reach out to the Germain support team. They will provide you with further guidance and assistance in tailoring the monitoring solution to your specific requirements.

Component: Engine, JS Profiler, Mobile App, RPA Bot Recorder, RUM JS

Feature Availability: 2023.3 or later