What are Funnels?

• Introduction
• Types of Funnels
• Benefits of Funnels

Introduction

A funnel is a series of sequential events (Flow steps, Custom events such as User Actions, or Page view) that enable you to track how end users progress through a defined path in your application. It helps you understand the following behaviors:

• How end users navigate through an application process.
• Which step of the process results in the highest failure or drop-off rates.

Whatfix enables you to analyze the following as a Funnel:

• Flows provide step-by-step guidance that enables your end users to complete a process.

• Custom events include all events that are set up, such as User Actions, events captured using the Whatfix API, and more.

• Page view enables you to add the exact URL of a page to understand how many users are visiting the page. The URL can serve as the origin of the Funnel or the URL to which a user is redirected when interacting with a Flow or User Action that is part of the Funnel.

  

Types of Funnels

There are two types of Funnels that you can create.

Conversion Funnel:

Conversion Funnels are used to understand how end users are using a product. Track the path of end users from the moment they discover the product until they either drop off or convert into customers. These Funnels primarily capture first-time end-user interactions with the product.
Example: In e-commerce applications, Conversion Funnels help you understand the customer's journey from the time they view a product until they purchase it.

Productivity Funnel:

These Funnels help you determine the shortest time taken by end users to complete a process. Identify the steps on which end users are taking too much time. This helps you reduce friction and improve productivity.
Example: Improving productivity presents a significant challenge in employee-facing applications. It also applies to applications where productivity correlates with increasing revenue (bank tellers, outbound sales) or reducing costs (call centers, claim processors).

Benefits of Funnels

The Funnel View displays the total number of unique users who engaged, the drop-off percentage of the users, and the average total time taken between two events.

Using this data, create relevant Whatfix content or make product improvements to reduce drop-off rates and bottlenecks at each step of the process and improve the end-user experience.