Observing Client Capillaries – The Lucky Orange Comprehensive Guide

Analyzing customer behavior can speed up the website to achieve freedom of inquiry.

The protagonist of this post is Lucky Orange , an analysis tool that Lao Wang and I find particularly useful.

If you also want to “record the customer’s screen” to see what the customer is doing on the website, you might as well read this post carefully and install a Lucky Orange on the website to experience the power of “God’s perspective”.

What can Lucky Orange do?

It can do too many things, let’s take a few screenshots to feel its power:

A few days after I hung up on my personal blog, Lucky Orange recorded 500+ videos for me. I just want to know what these 500+ people clicked on my website, which pages they looked at, and which forms they filled out. Click “Play” to playback.

Look at this picture again:

This is a real-time user of my personal blog. There are four people in total. I only need to click “Live View” to see what they are doing on the website, and click “Ask to Chat” to chat with him online.

Look at this picture again:

The user’s clicks on the website will be summarized into a “heat map”, and I can immediately know where there are many clicks, where there are few clicks, and where it is obviously impossible to click, but users are desperately clicking.

Can you imagine, if you apply these functions to your own website, how helpful it will be to facilitate order placement?

Now that you know the functions of Lucky Orange in general, let me summarize the functions of Lucky Orange for you. The specific points are as follows:

Screen recording: what the customer clicks on our website and how the mouse moves can be recorded;
Real-time: Lucky Orange will remind users after they go to the website, and we can see every move of customers;
Chat: Lucky Orange’s built-in chat tool can completely replace Tidio, and the combination of this chat tool and real-time functions is very powerful. For example, if a customer lingers on our mask page for 5 minutes before sending an inquiry, we can invite him Chat online and push him to place an order;
Labeling: You can mark the behavior of customers, such as users who have sent inquiries, we can use Lucky Orange to label “leads”, which is convenient for us to focus on verification;
Advertisement Marking: It can be perfectly combined with Google Ads, and it is clear at a glance which keyword the customer came in from;
CRM: It can be integrated with Hubspot, and the customer’s behavior video can be directly opened in the background of Hubspot for analysis;
Leaving the pop-up window: When the customer mouses over to close the webpage, a pop-up window will appear;
Voting: Several voting options appear for user research;
Heat map: Analyze customer clicks and present them in the form of heat maps;

The above are some of the most powerful functions of Lucky Orange in my opinion, and they are also the functions that I use frequently in my daily behavior analysis. Lucky Orange also has many small and unpopular functions. I will not list them one by one. After you use it, you can take it slowly dig.

Why choose Lucky Orange?

There are many behavioral analysis tools that I have used, such as:

Hot Jar
CrazyEgg
Full Story

But these tools are either too expensive or have limited functions. Take FullStory, my other frequently used tool, as an example. Its free version is really good and supports many user behaviors, but its background is too messy.

Moreover, Fullstroy can only analyze 1,000 sessions a month, and does not support custom event labels.

Later, the free version was really uncomfortable to use, so I consulted its enterprise version beyond my capacity, and the result was:

Uh… Farewell.

Not to mention other behavioral analysis tools, the ones that are more powerful than Lucky Orange are a bit more expensive, and the ones that are cheaper are like eating flies.

So in general, Lucky Orange is the most cost-effective tool I have used so far. It is very capable of playing, and there is no one.

Does Lucky Orange slow down the site?

In theory, loading any external JS code will affect the opening speed of the website, especially the scores on GTmetrix will certainly have an impact.

However, talking about toxicity regardless of the dosage is just playing hooligans. I specifically checked the loading speed of Lucky Orange in the incognito browser (to avoid cache impact):

It can be seen from the picture that Lucky Orange mainly has two JS files at work, one is w.js in the picture, and the other is clickstream.js, and both JS files are from Amazon’s cloud CDN.

From the timeline, these two files and other files are almost loaded in parallel, so the impact on the speed can be said to be minimal.

After all, the total of the two files is only 100Kb, which can make our website slow down for half a second, which is already the best. Therefore, whether Lucky Orange is installed or not, the feeling to customers is almost the same.

After all, on the highway, if one car runs 120 yards and the other 121 yards, the passengers in the car will not be able to feel the difference between the two cars.

How to sign up for Lucky Orange?

Registration is simple, but there is a pitfall here. Many people follow Lucky Orange’s advice and choose the wrong package at the beginning.

Lucky Orange has a $10/month version for a single website, and a $20/month version for 3 websites.

I suggest that you start with the $10/month package at the beginning, and try it out first, and then buy it if you feel good after the trial.

The correct purchase link is as follows:

Lucky Orange Official Website

After entering the price page, click the position button as shown below:

Not to mention the follow-up registration process, it is very simple, just fill in the user name and password.

After registration, Lucky Orange will automatically pop up a tracking code for you. It doesn’t matter if it doesn’t pop up, just click the tracking code at the location in the picture below:

Save it to Notepad, we will use it later when we install it on the website.

How to install Lucky Orange?

The installation is quite simple. I introduce three installation methods, corresponding to WordPress sites, non-WordPress sites and people familiar with GTM tools.

WordPress plugins

After registering Lucky Orange, search for “Lucky Orange” on the plug-in page, and the following plug-in will appear, install and activate:

Then find the Lucky Orange tab page on the left side of WordPress, and fill in the account password on the tab page:

Non-WordPress sites

If your website is a non-WordPress website, you can insert the Lucky Orange tracking code into the head of the website.

For example, wix, shopify, etc., all have places to put tracking codes. If it is not a platform website, but a website built by a website building company for you, then you can let the website building company do it for you.

Finally, just make sure that the head of each page of your website is as shown below:

How do you see this page? As long as you right-click on the blank space on the homepage of the website and click “view page source code”, it will be displayed:

Friends who build websites for website construction companies pay attention, if your website header is not controlled by a unified head file, it is very likely that all pages except the homepage will not be counted.

In this case, you have to click on the content to see if there is a statistical code on the inner page. If there is no statistical code on the inner page, you should urge the website building company to insert this tracking code on all pages.

GTM implantation

If you know how to use GTM, it is very convenient to insert the tracking code of Lucky Orange. In the background of GTM, click New Code:

Then add “custom code”:

Paste the tracking code of Lucky Orange into it:

Select “All Pages” as the trigger condition:

Finally, name it “Lucky Orange – PV – GLucky Orangebal” (meaning, the globally effective Lucky Orange page view statistics code, which is my naming habit), and then save it.

Finally, click “Submit” in the upper right corner:

How to verify it is installed?

Now that Lucky Orange is installed, in order to ensure that Lucky Orange takes effect, it needs to be verified that it has indeed been successfully installed on our website. I recommend two verification methods.

Physical try

Open your own private browser and log in to any page of your website (or open it on your mobile phone):

Wait for more than 10 seconds, click “Live Visitor” in the background of Lucky Orange, check whether the current page displayed by Lucky Orange is the page you are currently visiting, and click “Live View” at the same time:

At this time, if you find that your every move can be seen in Lucky Orange, and wherever you swipe the page, the Lucky Orange background will swipe there, which means that Lucky Orange has been installed successfully.

code verification

Open any page of your website, right click on the blank space, and click “Check”:

Go to the “Console” tab of your browser and enter in the space below console.log(__lo_site_id):

If the browser can return a number, it means that Lucky Orange has been successfully installed.

interface

The background of Lucky Orange is very simple (much simpler than the Fullstory I used before), and the important functions are on the navigation bar, as shown below:

in:

Operator: Websites currently within Lucky Orange’s statistical scope (the website name, etc. can be changed);
Dashboard: A place where you can browse approximate data;
Live Visitors: You can view real-time users, observe customers who are currently on the website, and what they are doing;
Recordings: All screen recordings will be concentrated here. This page is used a lot, and we will stay on this page for at least 80% of the time;
Chat: After inviting customers to chat online, they will chat with customers here, and all chat records in history will also be saved here;
Polls: You can generate and manage user survey forms here, which is an unpopular function;
Heatmaps: Lucky Orange will count the clicks of all users and help us generate heatmaps on this page. Just enter the address of the website on this page to do heatmap analysis;
Form Analytics: For form analysis, you can enter the address of the page with the inquiry function, and Lucky Orange will analyze the behavior of users filling out the form;
Chat function: If you want to always hang a small tool for online chat in the lower right corner of the website, you need to click here to enable the function of the chat tool. It is recommended that you open it when you are online, otherwise the customer will not be able to find the person if you open the chat tool , the user experience is not very good;
Setup: Bits and pieces of Lucky Orange’s setup can be found here.

screen recording interface

The screen recording function is the soul of Lucky Orange, this interface will be explained in detail.

Play: Click to enter the screen recording interface
User IP: Sometimes there is, if there is no title, it is likely to be a search engine spider
Label: You can add it manually, or add it in combination with events
Interactions: Blue means not much interaction, red means a lot of interaction events, and green is due to the
Dwell Time: Literally
Landing page: The first page that users enter our website, also called landing page, the jargon is “LP”;
Leaving page: Which page does the user leave the website on? If the leaving rate of a certain page is particularly high, be careful;
Source: It can show whether the customer came through search, through paid advertising, or directly entered the URL;
Keyboard behavior: If there is this flag, it means that the user used the keyboard during browsing;
Star mark: You can star a screen recording that is worth watching repeatedly, so that you can find it later;

After you are familiar with this interface, you can click on a record to analyze it.

First of all, let me talk about the general principle. When we do data analysis, we do not analyze normal behavior. Normal behavior does not have much meaning except to increase our narcissism.

I see that many people who use Lucky Orange like to indulge in observing “normal behaviors”, such as users’ normal browsing, normal clicks, normal page jumps…but these are of little value.

It is difficult to find problems from moderate data. Only by searching in extreme data can problems be quickly located.

To analyze, it is necessary to analyze those abnormal clicks, abnormal page jumps and abnormal page browsing time, such as:

The above behaviors are very special. To sum up, I prefer to look at these types of data:

A very short page browsing time means that the user exits after entering;
It takes a long time and there are few activities, which means that the user seems not interested in the content after entering;
The amount of activity is abnormally large, which may indicate that the user repeatedly tries to click something that cannot be clicked;
There is a keyboard input behavior, indicating that the customer has filled in the information, and may have subscribed to our emails, or sent us an inquiry;

After knowing what to watch, let’s talk about the important functions in the screen recording interface.

When we analyze the user’s screen recording, the most commonly used functions are as follows:

Play pause button, literally;
In the IDLE option, you can choose to skip the user’s “static” time here, and only analyze the user’s dynamic behavior, which also saves us time;
The playback speed can be selected from 0.5x to 10x. Combined with the above, I will scan the normal data at 10x speed to see if there is any outrageous behavior. I will open the normal speed to observe the abnormal data carefully;
Playing progress, you can click the progress bar to watch some important actions repeatedly;
Heat map, which can pull out the user’s single-click behavior to generate a heat map (I don’t use it often).

This interface is very important, because this is the page with the highest frequency of Lucky Orange, none of them.

chat function

This function is very useful for friends who place advertisements, because your traffic is bought with real money, and it can be converted a little bit, and by the way, let’s understand the user experience.

Of course, even if you don’t advertise, I recommend that you use it more, because there is a real person chatting behind the website, which can strengthen customers’ trust in the website.

How to enable chat

Lucky Orange will not load the chat tool on our website under normal circumstances. You can only make the chat tool appear by clicking the button at the position in the picture below:

After clicking, the button will turn green, and at the same time, a chat tool will appear in the lower right corner of the website:

The user can click, or we actively request, to start a dialogue. If it is an active invitation, there will be a pop-up window prompt in the background of Lucky Orange:

Then you can chat with customers normally, which is as convenient as using QQ or WeChat:

If you do not intend to continue chatting online, just click the button in the upper right corner of the button again to close the tool.

chat settings

The chat window is black by default, and the copywriting is relatively dull. These can be adjusted in the background:

Among them, 3, 4, and 5 are important setting pages of the chat function, and I will explain their functions one by one:

CoLucky Oranges, Styles & Text: On this page, you can adjust the main color and text of the chat window. It is generally recommended to keep the main color consistent with the website;

Canned Responses: You can click “create” on this page to customize the speech, which is convenient for you to quickly send the speech when you encounter common problems when talking with customers.

For example, the greeting text is “HelLucky Orange there, this is Pew York, the CEO of PandaHeadset, are you interseted in any products here?”, and then set the label to “Hi”:

Then when chatting with customers, as long as you enter a “#”, Lucky Orange will automatically pop up all the words:

Pre-Chat Questions: Allows the user to answer some questions before initiating a chat, such as asking him to fill in his name and email address first.

I think this option is a double-edged sword. On the one hand, it is indeed possible to collect more customer mailboxes, but on the other hand, for some lazy customers, they may turn off when they see the name and mailbox.

If your website has a lot of traffic, this function is very useful, because it can also help you screen customers with high intentions. If the traffic is not large, then there is no need to open it. We can chat with customers and chat with them, and then point-to-point Ask him for his email address and name.

mark

Many screen recordings can reflect problems, such as customers clicking the same button multiple times, such as customers repeatedly submitting inquiry forms, etc., which are very representative.

For this kind of screen recording materials, we should label them so that we can always find them for in-depth analysis.

This is where Lucky Orange’s tagging feature comes into play.

The tagging function is a major feature of Lucky Orange. Learning how to add tags to customers can not only prepare for the subsequent Lucky Orange funnel conversion analysis, but also quickly screen customers and save time.

There are three marking methods in Lucky Orange:

Adding manually: Although it is a stupid method, it is better than doing any settings or knowing any technology;
The built-in method of Lucky Orange is added: it is very convenient and can be automated, but unfortunately it can only mark the page;
Triggered addition: High-end players use the soul of Lucky Orange, which can mark any behavior, but there are some thresholds, you must learn to use GTM;

Let’s break it down one by one.

add manully

Just click “Click to Tag” on the recodings interface:

You can add any tags you want, but in order to facilitate subsequent management, so as not to worry about a lot of inexplicable tags, I suggest that you start with a good tag plan and build a tag library first.

For example, first specify “leads”, “chat”, “error”, “Lucky Orangeop”, etc., which respectively correspond to “customers who have sent inquiries”, “customers who have chatted with each other”, and “customers with serious problems on the page”. and “Customers who repeatedly clicked on an element”.

After standardizing the tag library, when you go to mark the customer, you should strictly use the tag from the tag library instead of adding whatever you want.

I have made serious mistakes in this. For example, when I didn’t have the tag library awareness before, the customers I tagged who sent inquiries might have the following tags:

lead
leads
quote
QUOTE
client who send a form
…

Can you imagine how painful it is for me to do data analysis in the later stage? I have to straighten out countless labels before I can make difficult analysis from messy data.

So I suggest that you build a tag library from the beginning and use tags with restraint.

Lucky Orange built-in markers

Click “Behavior Tag Rules” in the upper left corner to use the automatic tagging function that comes with Lucky Orange:

Click “Add New Rule” to add a rule:

Add the labeling rules according to the rules shown in the figure below:

Because Lucky Orange’s built-in tagging function can only tag customers who have entered a certain page, we might as well tag functional pages such as “quote page” and “thank-you page”.

For example, if I want to tag people who have reached the thank-you page, then I can fill in like this:

Why mark the thank-you page This involves another topic – the conversion rate of statistics.

But to make a long story short: tagging a thank-you page is equivalent to tagging a customer who sent an inquiry.

For example, if a customer successfully sends an inquiry, we can control the user to jump to the thank-you page after the form is submitted.

Doesn’t this mean that as many visits to the thank-you page as there are, how many inquiries does the website receive?

Note: The data is definitely not accurate. Some customers who close the page after successful sending, you can’t do anything about them, so the actual data will be lower than the theoretical data.

The basic function of Lucky Orange is to capture customers who have visited the thank-you page, so tagging customers who have visited the thank-you page is equivalent to tagging customers who have sent inquiries.

trigger mark

Note that this section is very unfriendly to Xiaobai, you can skip it completely.

Lucky Orange’s built-in tagging function can only capture page visits (for Xiaobai, it’s enough), but not complex interactions.

So if you are a little tech-savvy and not satisfied with Lucky Orange’s built-in simple marking function, you can use Lucky Orange’s fully automatic marking method.

The markup code is as follows:

<script>
  window._loq = window._loq || []; // 
  window._loq.push(["tag", "quote"]); // 
  window._loq.push(["tag","quote", true]); // 
  window._loq.push(["tag", "quote", false, true]); //

Copy

And if you have studied the inquiry class and know how to use GTM, then combine it with Lucky Orange’s automatic tagging function, and you will find how convenient and cool it is. Without changing a line of code on the website, you can use the above Behavioral code implantation.

First enter GTM and add a trigger we want:

Then add the following code:

After finishing it, you can publish it. During the whole process, the source code of the website has not been changed. Isn’t it super convenient?

Mastering the marking of custom events is equivalent to mastering Thunderbolt , because we can mark as we want.

For example, after a customer clicks the “Add to Quote” button and adds a “quote” tag to him, then in the background of Lucky Orange, you can see a lot of users with the quote tag.

Taking an afternoon event and analyzing these quote users, we can quickly gain insight into the real pain points of customers when sending inquiries.

custom conversion funnel

If the customer sends an inquiry on our website, the process is as follows:

1. Ω Enter the product page → 2. Add several products to the Quote shopping cart → 3. Enter the quote page to fill in the information → 4. Send successfully and enter the thank you page → 5. Continue to browse

Then it is completely possible to mark each of the above processes as follows:

product → addCart → quote → success → keepExpLucky Orangere

Finally, in Lucky Orange, you can add all the tags in the position shown below:

The effect after adding is like this:

With such data, the conversion rate of each level of the website can be seen at a glance. If there is a problem at any level, you can click on it and do an in-depth analysis.

Email push

Lucky Orange’s email reminder is quite interesting:

As long as you use Lucky Orange, it will send us an analysis email every once in a while, and Lucky Orange will tell me that my website has more visitors at what time of the day (note the time zone).

Then I can do nothing during this time, and concentrate on observing the real-time behavior of users on the website and chatting with customers online.

Of course, if you don’t want to be annoying, you can also set the email push frequency in the background of Lucky Orange:

Shield IP

The most frustrating thing about using Lucky Orange to do behavior analysis is that one day we found that a customer’s behavior was particularly abnormal, and then we followed this customer for half a day to observe his actions repeatedly, and even were shocked by some of his behaviors …

Finally, I found out that the client was myself. .

Doing behavior analysis, there is nothing more speechless than analyzing it for a long time and finally analyzing it on your own head, so we must block our common academic Internet IP.

The shielding method is very simple, first search for “my ip” in Google:

Then enter the background of Lucky Orange, and add the IP that needs to be blocked in the corresponding position as shown in the figure below:

Then paste in your own IP number and add it:

If your academic Internet tool has multiple IPs, and you frequently change IPs when you visit your website daily, then I suggest that you can add all IPs according to the above method.

Well, the scale above is part of my experience since I used Lucky Orange. I finished writing it. It’s up to you to write it. Leave a message in the comment area↓