Get to know Lucky Orange

In this article:

Welcome to Lucky Orange! This help document will take you on a tour of our software starting with your mission control center, the dashboard.

Check in on your site's statistics and data with the Dashboard

The Dashboard is your one-stop-shop for analytics that matter the most to you. This will be the screen that greets you upon logging in. 

You can choose from 17 different dashboard cards including:

  • top pages
  • daily visit trends for your busiest days and times during the week
  • live visitor snapshot
  • survey results
  • chat team member ratings

The date range selector lets you narrow in on what's happening today or look at analytics over a period of time to find trends.

Beyond choosing what information you see, you can also change how it's displayed. The size of the dashboard cards is adjustable, so you can fine tune your display to surface up your most important information. 

There's an option to set up multiple dashboards as well, which can come in handy if you wanted views that were specific to different tasks such as looking at traffic and sources to evaluate customer acquisition efforts or viewing stats on chat teams and visitor feedback for customer experience reviews. 

Use Visitors to learn more about who is on your site

The Visitors section is your go-to for diving into what people are doing and have done while they're on your site. This is where you'll access Live View and Session Recordings. 

Session Recordings show a replay of what happened during someone’s visit. 

Visitor table

First we start on the Visitor table. This is a list of all of the people who have visited your website in the last day, week or month. 

While you're in Visitors, click on the purple Filters button to open up the filters drawer. This will let you narrow your results to find exactly what you want.

Refine your results by the page people visited, visit number, UTM parameters, device type or nine other options. 

Set up a saved segment that applies your combination of filters. This is particularly helpful to identify a specific persona of visitor or to share with others on your team. 

Lucky Orange also allows you to pass in custom user data, like an email address, name or customer ID. Custom user data can be helpful if your support team is using recordings to help resolve customer inquiries or if you're using recordings for quality assurance and auditing purposes. 

Visitor session player

For visitors who are currently on your site, click the Watch Live button to see what someone on your site is doing right now – where they click or tap and how far they scroll or move down the page. 

This is one of our favorite tools for stopping cart abandonment and lost leads. If you see someone struggling you can invite them to chat so you can help them before they leave your site. More on Chat later. 

For visitors who have since left your website, click the Session Replays button to open a recording of what they did previously on your site. You’ll see the same type of visitor interaction you saw with live view, simply from an earlier session of a visitor who isn't currently on your site. If someone who left your site returns while you are watching their session recording, you’ll receive a notification that lets you jump to their live session. 

While you’re watching a session, a timeline bar below the record will allow you to quickly jump to significant events, such as rage clicks.

You can also jump to these significant events from the timeline, located in the session drawer to the right. These events are listed in real-time. 

From the event, you can do two things:

  • See the event: Click directly on the event to jump to the moment in the visit where that event occurred. The recording is paused. 
  • Add a note: Hover over the event and click on the action menu by the event. This is identified by the three dots to the right of the event. Click Add Note. 

Adding a note lets you communicate with your team internally to highlight potential issues. You can access it through the Notes tab. 

As mentioned above, you can add a note directly from an event or manually add one for a specific time of the recording from the notes tab. You can find your notes by going to the Chat section and opening your inbox. 

This can be very helpful if you want to show part of a recording to another team member like a customer support representative, developer or user experience designer so they can look into the matter further. 

Visitor profile

To get even more details on a specific website visitor's journey, visit the Visitor Profile:

  • From the Visitor’s table: Click on the Profile button next to a recording
  • From a session recording: Click on the action menu, shown as three dots, in the upper right corner of the drawer on the right hand of the screen. Select View Profile from the drop-down list. 

Unknown visitors are assigned a helpful identifier such as blue mushroom, green mango or yellow pear, to help you easily find them later. Update their name and contact info by hovering over the field until the pencil icon appears. 

You can also see highlights from their session including significant events and watch their session recordings.

Evaluate visitor behavior with Analytics

In the Analytics section, you'll find several helpful tools including:

  • Heatmaps
  • Form Analytics
  • Elements
  • Funnels
  • Segments 
  • Events

Heatmaps

Heatmaps give you a visual snapshot of clicks (or taps), moves, and scrolls on your site. This lets you see how people use your website in real-time. 

Our heatmaps are dynamic, meaning they work with all sorts of elements on your site like drop down menus, overlays and other dynamic components. Because the heatmap is an overlay on your site, you can navigate through your website just like a visitor and see heatmap data populate on top. 

You can use heatmaps to see what elements, products, or text people are most attracted to and what content isn't getting much engagement. The areas in red and orange mean more people are engaging with those elements.  

For more a more detailed heatmap, toggle on Precise Interactions. This can be helpful if you're trying to pinpoint a specific part of your website that people are clicking on especially when it comes to dead links or errors.

Form Analytics

Form analytics shows you which fields on your forms are causing visitors trouble. 

In the report, you get:

  • an overview of the form’s statistics
  • field-specific reports such as abandonment, time to complete and repeated form fields
  • links to see session recordings of visitors who engaged with the form 

This information will help you optimize your form to increase conversions.  

Elements

Elements show you what areas of your website get the most clicks. In Elements, you can see the pieces and parts of your site that get the most engagement, whether it’s a photo, call-to-action button or text block. 

Funnels

Funnels provide helpful conversion analytics as you follow people step-by-step as they complete key milestones in your purchasing or lead generation process. This helps identify where people are dropping off during the conversion journey, so you can target your conversion optimization efforts to those areas.

You can create an unlimited number of funnels to track the steps that are key to your purchasing or lead generation process. 

Within the Funnels detail, you can see the completion rate, step that has the largest drop off, the day of the week your funnel had the most completions and how long it takes people to complete your funnel. Learn more about funnels here. 

Segments

Segments is where you'll find a list of the saved segments you've created. As we mentioned above, these are set up through the Visitor’s table. 

There are 13 different categories you can choose from when creating segments including:

  • page visited
  • the number of times a visitor has been to your site
  • the device they're using
  • operating system
  • UTM parameters
  • events

You can use these segments to filter results for visitors and recordings and to trigger special offers to this specific audience through Surveys, Announcements and Chat Invites. 

For example, you can use filters to find visitors who used a mobile device and visited your site for the first time. Save that search so you can quickly find session recordings of those people.

Events 

Within Events, you'll find a list of all the events that happened on your site. 

They're grouped by system events that are automatically tracked by Lucky Orange, like a chat, survey or announcement, and by user events that you specify, such as added to cart, account created or sign up. 

The filter drawer helps you quickly get to important events.

From here you can access additional event details or jump into a recording to see first-hand what the visitor experienced when the event occurred. 

Communicate with your visitors through Chat, Surveys, Announcements and Chat Invites  

Live Chat is a powerful feature in Lucky Orange that spans external and internal chat as well as an inbox for messages you leave for yourself or receive from others. 

  • External chats: Live chat allows you to handle real-time customer requests, resolve issues and answer questions from people who are live on your site. Chatting with customers can help you learn why they're getting frustrated so you can turn a bad experience into a sale.
  • Internal chats: You can also chat internally with other team members. This can be helpful if you need to ask another member of your team for their thoughts on resolving a customer question or if you've identified something in a recording you'd like another team member to investigate. 

Using Chat 

The inbox in the Chat section, located in the upper left corner, is where you'll see:

  • notes you've left on visitors or session recordings 
  • chats with other team members
  • current, pending and archived chat conversations with visitors, customers and team members

You have three chat tabs: 

  • Inbox
  • Waiting
  • Archive

Incoming chats will be sent into your Inbox, where you can accept or reject incoming chat messages. If a message is rejected or not accepted within the allotted time, it will be sent into the Waiting tab.

The Waiting tab shows you people who are or were on your site and initiated a chat. From here you can also accept the chat to begin the conversation. If the visitor is offline, any chat messages you send will show when the visitor returns.

After the chat has concluded, archive it. This will move it to the Archive tab so you can revisit it later. Archiving a chat also prompts the person you were chatting with to rate their chat experience.

Evaluating chat

Under Communicate from the main navigation, you will find helpful analytics under Chat Activity.

  • Team: Discover your most active day and times for chats and how many chats your team is averaging per day. 
  • Ratings: Once a chat is archived, visitors can rate their interactions on a scale of one to five using emojis. Ratings display overall team stats and individual chat ratings. 
  • Feedback: The visitor will also be prompted to leave optional feedback, which will be available 

You can see the response rate for people who rated chats and summaries of how many positive and negative chat ratings your team has received. You can also see this information from the main Lucky Orange dashboard by adding a card to display your chat ratings. 

Chat Logs are available, which allows you to view the conversation, see which team member chatted and delete the chat. 

Chat Invites

Chat Invites let you set specific conditions to trigger an automatic chat invitation once those conditions are met. 

For example, you could set a Chat Invite to trigger for visitors who spend more than 90 second on the shipping page. Once someone meets these conditions, the Chat Invite will display with a custom message. 

Surveys

Surveys provide you with four types of information gathering tools. You can choose from multiple choice, like or dislike, rating and open-ended surveys to learn more about your visitors. 

Use surveys to learn what type of information or products people would like to see on your site or what they like or dislike about a product or service. 

Open-ended surveys can be helpful for understanding what it would take to get a person to convert by asking questions like, "What's keeping you from making a purchase today?"

Announcements

Use Announcements to share offers and promotions, upcoming events and news. 

Similar to other Lucky Orange features like chat and surveys, you chose from 10 different types of triggers so your announcement only shows to the people you want to see it, such as a certain saved segment, visitors to a specific page or people who came from a certain source. 

That wraps up our overview of Lucky Orange. Check out our feature guides for detailed information on the features mentioned above.