Troubleshoot customer insight
Discover why you sometimes cannot see customer and product insights about your brand's performance.
Note
Predicted order likelihood, churn prevention, and observations and insights attributes require a customer has existed for at least one day, as the data updates overnight. If you are missing information for a specific customer, ensure they have been in the account for at least 24 hours.
Predictive order likelihood
Go to Reports > Time to Next Order.
The following are reasons you may not see the predictive order likelihood explorer:
- Orders are not being sent or there are too few of them – The model can not make predictions without an adequate number of order events. This situation might happen when
- the account is new and does not have enough past data synced.
- offline purchases are not sent to the account.
- the business deals with a very low volume of purchases.
- The model does not have sufficient consistent data – If all shopping and purchasing behavior is not or cannot be sent consistently, the model cannot understand what happens before a purchase. This situation might happen when
- there is a combination of online and offline purchases where offline data is not synced.
- offline shopping makes up a significant part of the consideration cycle..
- the event that indicates a conversion is not an Order event.
Contact Optimizely Support to sync possible orders and events to your account or see if there are other events you can sync or identify as Order events.
Product opportunities
Go to Reports > Hidden Gems.
The following are reasons you may not see the Product Opportunities explorer:
- Product detail page views are not firing.
- The product catalog is not synced.
- Orders are not synced.
Check that your integration is sending the appropriate data. You can work with your Customer Success Manager or Optimizely Support.
Note
The Product Opportunities explorer is not available for inventory-1 SKUs (auctions, one-of-a-kind, or custom products).
Churn prevention and winback
Go to Reports > Winback Explorer.
If you cannot see the Winback Explorer or winback attributes populated, the model does not have enough data or variation of data. Consider the following:
- Have you integrated multiple data sources – Winback works best with a minimum of order data and email open data. The model gets stronger as you add more data sources and events.
- Is there more data you could bring for existing data sources – For example, last open or only opens in the last 30 days limits the model's ability to identify the engagement cadences for your customers. Longer data makes a better model.
If you need assistance integrating more data with Optimizely Data Platform (ODP), contact Optimizely Support.
Observations and insights attributes
Most observations and insights are based on order, product, campaign, or site visitation data. If one of these is missing, the attribute does not populate. If you think you are sending data and the missing attribute data is in error, or you want to sync additional data, contact your Customer Success Manager or Optimizely Support to get this data flowing.