What is Tracardi
Tracardi is ann open-source system that supports customer engagement and enhances the consumer experience. Tracardi is not a marketing automation system, although it does have some elements of marketing automation 1. Tracardi is intended for anyone who carries out some type of customer interaction, be it through sales or service delivery.
How tracardi performs its services
Tracardi collects data from the so-called customer journeys2. The data is in the form of events3 that have context and event data. Each event is assigned to a profile that is maintained throughout the period of interaction with the customer, incl. using a website or mobile application.
Customer data is aggregated in the profile. The method of attaching data to the profile is defined in the graphical editor, which is part of the Tracardi system.
By integrating Tracardi with your system, e.g. SaaS service, you can use Tracardi to track each customer's interaction with the company. The information you collect may cover various consumer decisions, including
- If the customer decides to subscribe to your services;
- Under what circumstances (the so-called event context);
- Whether the customer is satisfied with your service or wants to cancel it;
Data processing and decision-making
The scope of data processing depends on what the administrator creates in the graphical data editor. Tracardi can connect to other systems, such as AI, to analyze, for example, whether a customer who left a product description is satisfied with it or not (sentiment analysis). In this way, the controller decides how the data is processed and whether we need to contact the customer or provide any information in the end user interface.
Interaction with customers
Contact with the customer depends on the consents granted. Tracardi stores the consent for direct contact and, depending on the consent granted, you can, for example, send the customer a confirmation of the transaction by e-mail or, only display it on the website.
Tracardi can increase customer engagement by asking questions about transaction satisfaction. For this purpose, Tracardi uses micro applications (micro frontends) that can be conditionally attached to a regular website, depending on what has been defined in the workflow editor. These types of applications appear as pop-ups on the website and can send subsequent events to the system with customer answers.
Tracardi also integrates other contact methods, such as sending SMS notifications, e-mails or contact via external systems.
Why we create Tracardi
Tracardi was created to help companies better understand and engage with their customers. As companies increasingly recognize the importance of customer experience and engagement, Tracardi provides a range of tools and features that enable them to track and analyze customer behavior, and deliver personalized and seamless experiences across a variety of channels.
A large part of Tracardi's customer base is in the retail industry, and these companies have found Tracardi to be a valuable resource in their efforts to understand how and why customers engage with their products and services. By using Tracardi, retailers can gain a competitive advantage in their industry, and deliver a better customer experience that drives engagement and loyalty. This can be achieved through the use of personalization, cross-channel integration, and omnichannel services, among other strategies.
Tracardi can help retailers to:
- understand their customers,
- improve their customer experience, and help when the help is needed,
- optimize their website content and the navigation on it,
- optimize their search, so customers find the information,
- decrease unsolicited messaging
- integrate data
You will not be able to send marketing campaigns but Tracardi will help with gathering consents, subscription, unsubscribtion, and it will integrate marketing data with other marketing platforms. ↩
A customer journey is an entire experience a customer has while communicating with a brand. It considers the complete interaction roadmap from brand discovery to purchasing and beyond. The focus isn't on transactions, but rather how the customer feels after interactions with the brand. ↩↩
In programming and software design, an event is an action or occurrence recognized by software, often originating asynchronously from the external environment, that may be handled by the software. Computer events can be generated or triggered by the system, by the user, or in other ways. ↩
A user profile is a collection of settings and information associated with a user. It can be defined as the explicit digital representation of the identity of the user with respect to the operating environment, which could be operating systems, software applications or websites. The user profile helps in associating characteristics with a user and helps in ascertaining the interactive behavior of the user along with preferences. ↩