Understand app activity
Analytics > App Activity shows how your customers use your buyer mobile app and web portal: who is active, what they look at, what they leave unfinished, and where your sales team can win more orders.
Before you start
- Your role needs permission to view customer analytics (
analytics:customer:read). Without it, App Activity does not appear under Analytics. See Manage users, teams, and permissions. - The page reads ARC's own records of what signed-in customers do in the buyer app and web portal (product views, cart adds, My Lists, searches), plus their carts and confirmed orders. Cancelled and draft orders are not counted.
- Every number is limited to the customers you may see. A sales rep sees only their own customers, everywhere on the page.
- Numbers update every 5 minutes.
Open App activity
- Go to Analytics > App Activity.
- Choose a period at the top: Last 7 days, Last 30 Days (the default), Last 90 days, Last 6 months, Last 12 months or Financial year.
Changes are compared with the previous period of the same length.
Read the top numbers
| Card | What it counts |
|---|---|
| Active Customers | Customer companies that opened the app or portal at least once in the period |
| App Orders | Orders customers placed themselves in the app or portal. Orders your reps entered are not counted |
| Ordering Rate | The share of active customers who placed at least one order (shown once you have active customers) |
| Money Left in Carts | The value of items customers added to the cart but haven't ordered for 2+ days. The card is highlighted when any cart is waiting |
Active Customers and App Orders also say how many more or fewer there were than in the previous period. Below the cards, App Use by Day charts app orders and the customers who opened the app over the period, so you can see whether use is growing.
Win back unfinished sales
Money You Can Win Back collects the sales left unfinished in the app:
- Abandoned Carts shows the value waiting in carts and how many customers left items there for 2+ days. Click Open in Sales Signals → to see who to call.
- Saved in My Lists, Not Ordered counts customers who saved products in My Lists but haven't ordered them. Click See Products to jump to those products.
Most Abandoned Products lists the products left in carts for 2+ days, with the number of customers and the value left in their carts. If a product keeps appearing here, check its price, stock or offer.
See where customers shop
Where Your Customers Shop puts each active customer in one group: Web Portal Only, Mobile App Only, App and Portal, or Platform Not Known when ARC can't tell. Each customer is counted once, so the shares add up to 100%. Mobile app customers by phone shows the Android and iOS split.
Click a group to see the customers in it.
Follow customers from visit to order
From Visit to Order follows the customers who opened the app through four steps: Opened the App, Looked at a Product, Added to Cart and Placed an Order. A customer counts at a step only after reaching the step before it, and each step shows what share of the customers who opened the app got that far.
- Read the sentence under the funnel. It names the step where most customers drop out and what to check.
- Click a step to see the customers who reached it but went no further.
Find the products customers want
Products Customers Want shows the top five products for the period on three tabs:
- Most Viewed: Views (times a product page was opened), Customers Who Viewed and Ordered. Switch between By Product and By Variant. By product, click a product with more than one variant to see which ones customers looked at.
- Viewed, Not Bought: products with many views but few or no orders, with Added to Cart. Check the price, stock or minimum order.
- Saved in My Lists: Customers Who Saved It and Ordered Since Saving, the number of those customers who have ordered it since. A red zero means none have.
Click a number, such as Customers Who Viewed, to see the customers or orders behind it. In that list, click a customer to see their activity, or an order to open it.
Push slow-moving stock
Stock to Push lists items you have plenty of in stock but few customers are buying, sorted by the money tied up in them. It appears only when there are such items. Filter with All, Not Seen or Seen, Not Bought:
- Not Seen: no customer opened it. Click Feature in App to promote it in Storefront > Themes (shown if you have access to the storefront).
- Seen, Not Bought: customers looked but didn't order. Click See Who Viewed, then check the price or minimum order.
Inventory › Dead stock tells you that stock isn't moving. This card tells you why.
Act on Sales Signals
Customers to Act On shows how many customers are waiting in Sales Signals for each signal related to the app:
| Signal | What it means |
|---|---|
| Abandoned Cart | Items left in the cart for 2+ days |
| Reorder Overdue | Late on their usual order |
| Checkout Refused | Tried to check out and was refused |
| Payment Abandoned | Started paying online but didn't finish |
| Interested in a Product | Keeps looking at a product without ordering |
| Fewer Active Users | Fewer of their people use the app |
Click Open to go to Sales Signals filtered to that signal. Sales Signals also holds signals that aren't about the app, such as overdue invoices. You only see this card if your role can view Sales Signals (analytics:signals:read).
Look into one customer
- Use Find a Customer at the top of the page, or click a customer in any list.
- Read the panel: Product Views, Cart Adds, Items Removed and Orders, then In the Cart Now, Viewed, Not Ordered, Removed from Cart, Saved in My Lists, Not Ordered, Searches with No Results and Recent Orders.
- Click Open Customer to go to the full customer record.
See guest visitors
When Guest Browsing is turned on in Settings > Buyer App & Portal and you can see all customers, a Guest Visitors tab appears next to Customers. Guests browse without logging in, so they have no name. Use these numbers to plan products and offers, not calls. They are never added to any customer number.
- Guest Visitors: different phones or browsers that visited without logging in.
- Product Views by Guests: times guests opened a product page.
- Guests Who Then Logged In: guests who went on to log in as known customers, with their share.
- Products Guests Look at Most: the products that attract new buyers.
Export to CSV
- Click Export CSV.
- Open the file. Each row has a Section, a Name and up to three values from that section's table. The file covers the three product tabs, Most Abandoned Products and Stock to Push. The top numbers, the funnel and the signal counts are not included.
Tips
- Pair Viewed, Not Bought with Most Abandoned Products. A product on both lists usually has a price, stock or minimum-order problem.
- If Customers to Act On says the counts couldn't load, try again in a minute or open Sales Signals directly.