While it was becoming increasingly important for businesses to have an online presence before the pandemic, today it is an absolute necessity. We all know the advantages of having 24/7 reach, potentially around the globe. Anikio is, at its core, a business about improving the online experience, primarily in rentals and real estate. And so we’re well acquainted with one of the largest downsides of being online: the loss of interaction with customers.
Customer Interaction on the Internet
Customer interaction on the internet – learning meaningful information on your customer’s experience with your business or products – comes from just a few mechanisms:
- Contact forms and chat/messenger options.
- Social media presence and posts.
For a realtor, viewings and open houses can provide important feedback that may help ultimately sell the home. But what happens when those listings increasingly become virtual, when potentially 2/3 of those who look at the listing online never decide to reach out? They don’t fill out a form, comment on social media, etc? For that, we have to rely on analytics.
That’s why we’re pleased to be able to offer tie-ins with Google Analytics for virtual tours. While we can’t show what specific people look at or think, analytics allows us to get a sense of what potential clients, over a given period of time, are looking at, what they’re interacting with, and can offer insights into what is popular or overlooked when people are touring your property.
Example of Using Analytics in a Virtual Tour
Take the example above. The user starts the tour outside (therefore, the largest circle). From there, most people go through the foyer and on to the dining room. A few go up into the sky for an aerial view and ultimately end up on the rooftop patio and top floor (not shown).
Relatively few people go through the garage overhead door (to the right). Most people that look through the garage come from the mudroom, to the right of the foyer. They stand on the steps and look in but most don’t venture further. Even those that come in through the double door on the garage instead seem to bypass that middle hotspot, for the most part, and hop right up to the door to the mudroom.
Acting on Insights
If we had something we really wanted to point out in that central hotspot, we might want to make sure it was prominent, maybe remove the ability to jump over it when coming from the overhead door into the house so that more people would see that feature. As a realtor, you might spend a bit more time marketing that feature since it is being overlooked in the walkthrough.
On the other hand, you might look at where people are being most engaged in the virtual tour and spend your marketing efforts on that. In our dive into the analytics of this virtual tour, for example, we saw that more people looked to see more information about the fireplace than any other feature in the home. The fireplace was attracting a lot of attention. Promoting the fireplace on social media, it stands to reason, might also garner more attention for this listing.
Analytics for Others
What if, instead of a realtor, this tour was used for a showhome. The architect or builder might use this to get an idea of where a layout isn’t flowing well and tweak the floorplan for the next build. Or, like the realtor above, might be surprised at how much interest the fireplace is attracting and choose to incorporate that brand or style of fireplace in more designs in the future.
The insights may be very different if this had been an business such as a shop or restaurant. But the more we can learn about our customers, the more we can make sure they have the best possible experience when they’re interacting with our online businesses.