Track Customer Hub value
Why track Customer Hub performance? Without doing so, it's difficult to know what's driving results, what's falling flat, and where to focus your next round of improvements. Move away from guesswork to confident, data-backed decisions that drive value for your business.
When measuring performance within the Customer Hub Overview, ask yourself the following questions. Click into each dropdown to learn more:
Are people using Customer Hub?
Start by checking overall hub adoption: Are shoppers logging in and actively using Customer Hub?
Where to find this information:
In the main dashboard, review the Total accounts. This is the number of accounts that have logged in and engaged with your Customer Hub, and you can refine your view by setting a specific timeframe.
A low number of accounts suggests you need to increase Hub awareness, for example, by promoting logins through email campaigns or on-site messaging.
Do they feel supported by it?
Logins are a starting point, but are customers actually taking action within the Hub? This can help measure whether your personalization efforts are working, since, if they are, shoppers are more likely to convert via this experience.
Where to find this information:
Scroll down to the Interactions summary card to see how often customers use Customer Hub for self-service actions like order tracking, returns, coupons, help clicks, and web chat starts.
Strong interaction numbers indicate that customers find the Hub genuinely useful and relevant to them. Regarding web chats, this also indicates that your hub is equipped to address their needs in a self-service manner.
Is it helping your business grow?
Beyond engagement, Customer Hub should directly contribute to your bottom line. This also proves to your larger company that the time and energy you put into this tool is worth it.
Where to find this information:
Review the Customer Hub Revenue and Average Order Value cards in particular, as both connect Customer Hub engagement to purchase behavior. You can also monitor what items in your catalog are most popular within the Top favorited items card.
Use these cards to monitor your return on investment (ROI) and identify opportunities to increase revenue through the use of:
- Targeted promotions (with different tactics to specific high-value segments vs. logged-out new customers).
- Inclusion and high visibility of product recommendations.
- Upsell, cross-sell, or coupon blocks directed at logged-in shoppers.
What to optimize next?
Once you've established a performance baseline, use data to guide your next round of improvements.
Where to find this information:
Navigate to the Content blocks and Favorites cards. Here, you can review which content blocks customers interact with most and which items they save most frequently for future purchase.
Use this insight to double down on what's resonating and rethink or replace blocks with low engagement.
Additional ways to visualize Customer Hub performance
Looking for more ways to track and visualize your Customer Hub data, outside of the Customer Hub Overview Dashboard?
Review the tabs below to access even more ways to measure hub performance, with visualizations that you can easily share with your wider team to demonstrate impact.
Performance digest emails
Deliver a regular summary of key Customer Hub metrics straight to your inbox.
These emails keep you informed about on-site trends without requiring you to log in to analyze each week. It’s a great way to stay on top of performance at a glance and share results with your team.
How to access performance digest emails?
- Head to Customer Hub Settings.
- Toggle on the option to send performance digest emails.
- Input the email address that should receive this content regularly.
Customer Hub metrics
Metrics allow you to explore individual Customer Hub events in detail. You can then filter, segment, and analyze specific actions, such as a coupon click or order tracking view, to understand how customers are engaging.
How can you visualize Customer Hub metrics?
- Head to Analytics > Metrics.
- Search for a specific metric or simply type “Customer Hub” to search across potential events.
- Click your desired metric and review visualization options; for example, this image shows a line chart over a set timeframe to track unique events.
- Refine your visualization to hone in on any added personalization, such as grouping results by target segment.
Custom hub reports
Build a custom report, filtered by Customer Hub events, to better understand hub trends, say support engagement or revenue.
How do you build this report?
- Head to Analytics > Custom reports.
- Determine the goal of your report (e.g., to analyze performance of specific block actions, such as adding to favorites or interacting with Support offerings, as shown in the image to the right).
- Build a new report, in particular a Multi-metric report.
- Add the Customer Hub metrics you’d like to visualize (in this case, support engagement in the hub via get help, FAQ, and web chat).
- Set a timeframe and refine the report to match your unique business needs.
- Run and/or schedule the report to send to your team on a regular basis.
Test your understanding
We’ve just covered a lot of ground. Test your understanding of how to optimize your Customer Hub based on current performance. In particular, match each Customer Hub scenario to the best next step to take.
What's next?
In the next lesson, you'll explore best practices for personalizing Customer Hub. You’ll get a recap on what you've learned and hone in on key strategies to implement in your own account right away.