Analytics

Before you start

• A few questions you want answered, like “who stopped ordering?” or “how long from scan to shipped?”

Get to know them

1. 1The built-in events: cases, invoices and payments, customers, conversations, tasks, the Customer Portal and shipping.
2. 2Each event’s properties, like an amount or a turnaround time. You filter and break down reports by them.
3. 3Custom events, for things that happen outside Pilot, like a sales visit or a survey answer. Once they come in, they work everywhere the built-in ones do.

Before you start

• The events you want to use. → Events

Insight types

Trends

How often something happens, over time.

Funnels

Who makes it through a series of steps, and where the rest drop off.

Retention and stickiness

Who comes back, and how much of a habit something is.

Lifecycle

Whether your customers are new, returning, coming back or going quiet.

Paths and SQL

What happens next, and read-only SQL for anything else.

Do this

1. 1Start from one of about 150 templates, ask Pilot AI to build it, or pick a type and choose your events, filters and breakdowns.
2. 2Pick how it’s drawn: a line, bars, a table, a single number and more.
3. 3Click any point to see who’s behind the number, and subscribe to get the insight by email on a schedule.

Before you start

• A handful of saved insights. → Insights

Do this

1. 1Start from Lab overview or another ready-made dashboard, or make your own and add your insights.
2. 2Name it after the role it’s for, so people know which one to open.
3. 3Subscribe to get it by email on a schedule, or set an alert for when a number goes out of range.

Before you start

• The events you want to group by. → Events

What to set up

1. 1Who’s in it: what they did or didn’t do, how often, or who they are.
2. 2Dynamic or static. A dynamic cohort keeps itself up to date; a static one is a snapshot, saved once.
3. 3What to do with it: filter insights by it, or start a workflow when someone joins, like a win-back email. → Workflows