Get a more complete view of customer behaviour, even when visitors start out anonymously. Voyado Customer Engagement tracks website activity before a visitor is identified and connects previously collected activity to their customer profile once they are identified.
From anonymous to identified
When someone visits your website, we assign a unique client ID to their browser using a first-party cookie. We can associate website activity, such as product views and cart activity, with this ID without knowing who the visitor is.
If the visitor is later identified, we connect the client ID to their customer profile, and previously collected activity from that browser follows it. We then associate future activity from the browser with the same profile.
How visitors become identified
A visitor becomes identified in different ways, for example when they:
- Sign in or are otherwise identified by the website.
- Follow an identified link from a communication sent through Voyado.
- Return using a browser where they have previously been identified.
Identification therefore doesn't require the visitor to be signed in throughout their visit.
Common identification scenarios
Here are some common ways an anonymous visitor can become identified.
Customer signs in
A customer browses products anonymously and then signs in. This connects the browser to their customer profile, so the earlier activity from that browser connects to the same profile too.
Customer follows a link from a Voyado communication
A customer follows an identified link from an email or other communication sent through Voyado. This lets us associate the browser with the customer profile without requiring the customer to sign in.
Customer identifies during checkout
A customer browses and adds products to their cart anonymously before identifying themselves during checkout. We can then connect the earlier activity from the same browser to their customer profile.
Across visits and browsers
Identification can persist across visits in the same browser using first-party cookies.
A different browser or device initially has its own client ID. Once the visitor is identified there, we can also connect activity from that browser to the same customer profile.
Cookie behaviour and browser restrictions can affect how long a visitor remains identifiable.
For technical details about identification, cookies, and browser behaviour, see "Identification and cookies" in the Developer documentation.
Why this matters
Tracking activity before identification provides a more complete view of customer behaviour and can support use cases such as abandoned browse, abandoned cart, products of interest, and personalised recommendations.