How do I track how many end-users use knowledge base results in my Web Widget?

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  • Diego García
    Comment actions Permalink

    Hello, thanks for the answer. I also have doubts about it. I would like to track how many clients, after using the WebWidget or reading an article in the knowledgebase, created a chat conversation.

    Before in our company we used another chat platform, and the integration of knowledge base with chat was one of the reasons why we migrated to zendesk. But today we have not been able to measure the effectiveness of such integration as we need it.

    Thank you!

  • Dennis Beltran
    Comment actions Permalink

    I second this. We want to be able to track the event of users clicking the Help widget and reading articles THEN initiating a live chat.

    These metrics would be very helpful to know to gauge the effectiveness of Help Center in the web widget:

    • Clicks on help widget + clicks on suggested articles or perform a search THEN minimizes (closes) the widget.
    • Clicks on help widget then clicks directly on the live chat button.
    • Clicks on help widget + clicks on suggested articles or perform a search THEN clicks on the live chat button.
    • It would also helpful to log how many times a user initiates chat
    • Calculate average chat per user

    Is anyone already measuring the effectiveness if their web widget this way? If so, how?

  • Brett - Community Manager
    Comment actions Permalink

    Hey Dennis,

    I'm not aware of any way to track this information outside of using Google Analytics

    The article I've linked will walk you through the appropriate steps for setting up this integration.

    Hope this points you in the right direction!


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