GoSquared 推新分析工具 People Analytics，帮助企业更好地了解用户需求
就在 GoSquared 庆祝成立 9 周年之际，这家位于伦敦的“创业公司”推出了其迄今最具雄心的一款产品。GoSquared 由詹姆斯·吉尔（James Gill）、詹姆斯·泰勒（James Taylor）、基奥夫·瓦格斯塔夫（Geoff Wagstaff）在他们 14 岁时创建。
GoSquared 以 实时网页分析产品 著称，竞争对手包括 Chartbeat、Google Analytics 以及实时分析领域的其他公司。GoSquared 新产品“People Analytics”旨在解决一个更大的问题，即对传统软件即服务（SaaS）公司存储于多个独立软件上的所有用户数据进行整合，帮助他们更好地了解用户需要。
这些独立软件一般包括内部开发工具、第三方计费系统、桌面支持软件、网页分析工具以及“庞大的”客户关系管理（CRM）系统等，也就是说，若想解决某个客户问题，必须对它们每一个进行单独询问。这种做法不仅费时耗力，还要求员工必须经过一定的培训，才能使用每一个独立软件。
相比之下，PeopleAnalytics 旨在让企业客户可以从单一、直观的界面访问和搜索所有这种“用户级别”数据，最终目标则是让他们可以从“个人”层面与用户建立联系。
GoSquared 联合创始人兼首席执行官詹姆斯·吉尔说：“People Analytics 就是为了将企业所拥有的一切用户数据和信息——当前存在于众多不同工具中的信息——整合到一个地方，供团队里的每一个人轻松搜索、排序和访问。”
“其他工具一直在慢慢瓦解这种创意，也许会向你显示用户的账单历史，或是他们的在线活动，或是支持客户的历史等等。People Analytics 将这块拼图的所有部分都整合在一起，这样，你就有了一个寻找用户信息的明确地方。”
至于这一工具如何在实践中使用，吉尔举了在软件即服务领域支持客户的例子，具体而言，就是向遇到升级问题的客户伸出援手，如果没有 People Analytics，客户必定需要在不同工具上查询信息，如计费系统、内部管理员系统或第三方分析工具。
吉尔解释说：“只要搜索一下客户姓名、电子邮箱地址或用户 ID，你就能获得有关该客户的完整信息，包括他们使用过的设备，之前出现过的错误，以及他们浏览过的页面等等。”
吉尔说，PeopleAnalytics 的另一个潜在用途是产品管理。“通过过滤所有用户的信息，你可以利用 PeopleAnalytics 来解答各类问题，比如‘在所有参与测试的用户当中，有多少激活了 X 功能？’”
这样，产品经理就能知道哪些功能经常被使用，哪些功能很少被使用，因为 People Analytics 会整合单个用户的数据，所以你除了报告数据外，还能对这一数据采取行动，比如将定制产品的电子邮件发送给特定用户。
与此同时，与 GoSquared 庆祝成立 5 周年时的情况不同，23 岁的吉尔称该公司不打算举行派对，会将这种庆祝活动留到公司成立 10 周年庆典上。
GoSquared Launches People Analytics To Help Businesses Get A Better Understanding Of Customers
As GoSquared celebrates its 9th birthday — James Gill, James Taylor and Geoff Wagstaff started the company when they were just 14 — the London-based ‘startup’ is launching its most ambitious product to date.
Best known for its real-time web analytics offering, which competes with Chartbeat, Google Analytics and other companies in the real-time analytics space, GoSquared’s newly released ‘People Analytics’ aims to tackle a potentially bigger problem: namely, consolidating all of the user data a typical SaaS company has stored in multiple and siloed software to help them get a much better understanding of customers.
Those silos typically span internally built tools, third-party billing systems, support desk software, web analytics, and “bulky” CRM systems, meaning that to solve a particular customer’s problem they each need to be interrogated separately. Not only is this time consuming but requires staff to have been trained to use each disparate piece of software.
Instead, People Analytics aims make all of this ‘user
level’ data accessible and searchable from a single and intuitive dashboard, with the ultimate goal to enable businesses to connect with users on a “personal” level.
“People Analytics is about bringing together all the data and information you have on your users – information that currently sits in a handful of different tools – into one place, where it can be searched, queried, and easily accessed by everyone on the team,” explains GoSquared co-founder and CEO James Gill.
“Other tools have been chipping away at this idea, and perhaps show you information about a user’s billing history, or their on-site activity, or their customer support history. People Analytics pieces all of these parts of the jigsaw together so you have one definitive place to look up information on your users.”
As for how this might be utilised in practice, Gill gives the example of customer support in the Software-as-a-Service space, specifically dealing with a customer who is having trouble upgrading, which, without People Analytics, might invariably require looking up information in multiple different tools, such as a billing system, an internal admin system, or third-party analytics tool.
“Just one search for the name, email address or User ID will give you back a full profile with all the info you need on a specific user, including the device they were on, any errors they triggered, and any pages they viewed before they sent their support ticket,” he explains.
Or another potential use-case, says Gill, is product management. “By filtering your entire user base, you can use People Analytics to answer questions such as ‘out of all our trial users, how many people activated feature X?'”.
This enables product managers to know what features are heavily used (or barely used at all) and, because People Analytics includes data on individual users, you can go beyond reporting and actually take action on that data, such as sending a bespoke email to a specific list of users.
Meanwhile, unlike when GoSquared celebrated its 5th birthday, Gill says the startup isn’t planning a party and instead will wait till it reaches 10. “Boy does time fly,” adds the 23-year-old.
来源：techcrunch.com
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