Customer Journey Tracking

Enable Customer Journey Tracking in Your Store

The Customer Journey Tracking feature in the Insights For SureCart Addon provides a step-by-step timeline view of how customers interact with your store and arrive at checkout, helping you understand their behavior, engagement, and purchase paths from start to finish.

To enable it, go to the “Customer Journey” tab in the plugin settings and toggle on “Enable Customer Journey Tracking.” Once activated, the plugin begins recording key actions such as product views, cart updates, and checkout attempts, giving you a complete visual timeline for every order and helping you identify patterns to optimize the shopping experience.

Include Guest Journeys

With this setting, you can choose whether to include journeys for guest checkouts, meaning those customers who aren’t logged in. This is particularly useful if a large portion of your store traffic comes from first-time buyers or casual visitors. Including guest journeys ensures you capture a more complete dataset and can analyze behavior for both logged-in users and guests, helping you optimize the experience for everyone.

Set A Limit For The Maximum Steps Tracked

For high-traffic stores, recording every action can add up quickly. These settings let you cap the number of steps recorded for each customer before checkout. Limiting steps reduces database load while still giving you meaningful insight into behavior. You can set a numeric limit, such as 20 steps, to balance performance and tracking detail. For example, if a customer views multiple product pages and adds items to the cart before buying, only the most recent 20 steps would appear in the timeline, keeping your data manageable without losing important insights.

Set Your Preferred Tracking Cookie Duration

This setting controls how long a visitor’s customer journey is stored in their browser before they place an order. By default, the plugin uses a 7-day duration, but you can adjust it depending on your store’s typical sales cycle. The tracking cookie ensures that the actions a customer takes over several days are all recorded and attached to their eventual order. For instance, a customer might browse multiple products over three days before checking out, so this setting ensures those interactions are captured and displayed in the timeline.

Choose Which Pages to Include or Exclude

You can choose which pages are included in the customer journey timeline. Options include tracking all pages, excluding specific pages, or only tracking selected pages. Tracking all pages gives a comprehensive view, while including or excluding pages lets you focus on the actions that matter most to your store. For example, you might exclude admin or promotional pages that aren’t relevant to customer behavior, ensuring your timeline only reflects meaningful interactions.

View Customer Timelines In A Slide-Out Panel On Each SureCart Order

From the SureCart Orders list, you can select any individual order and click the blue floating button in the top right corner to open the Customer Journey panel. The timeline displays each step with timestamps, page titles, URLs, and the time spent on each action. You can see total steps and the total time a customer spent before completing their order. This visual view makes it easy to spot patterns, understand how customers engage with your store, and identify opportunities to optimize the shopping experience. For example, you may notice that customers frequently spend extra time on a product page before purchasing, which could indicate strong interest or points of friction that you can improve.