Measuring business goals with conversion tracking

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9 Comments

  • Carl Veshka
    Is there a way to see the order details that the customer placed? We are on Magento 2 and need to determine commision pay for sales chat agents. We would need the Magento order number and the total price of the order to show on the chat ticket or conversion tracking somehow. Item no., sku’s and more information from the order is desired.
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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Carl,

    Currently, conversion tracking does not store cart value or cart items as part of the data model. If the sale happens during an ongoing chat, you can look at using chat tags via the Javascript API to add tags for cart value and items in the cart when they hit the checkout page.

    This would require custom code on your store page, you can get the API docs at api.zopim.com

    -Ramin

     

    -1
  • Jon Rosenberg

    Is this feature available in any way shape or form through our Support channel?

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Jon,

    Currently, conversion tracking is just specific to the Chat product. We agree that having goal or conversion tracking across channels would make sense in the long run, it is currently not a priority for 2019.

    Thanks,

    Ramin

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  • Jens Nicolaysen

    Wouldn't chat conversion rate be the number of orders that were influenced by chat / number of chats? That strikes me as the better way to analyze the ROI and effectiveness of this channel.

     

    Also, is the ONLY way to understand what % of total conversions were influenced by chat through pro/enterprise? This strikes me as critically essential functionality to determining if chat is impact conversion rates (at least for purchase)...really, really think this should be included in ALL plans.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Jens,

    You can look at both attributed and non attributed conversions in Analytics, so you can calculate the effectiveness of chat in selling your products and which agent is doing the best job.

    If you track conversions in Google Analytics, you can use the events that the widget produces to get some basic metrics on what sales were influenced by a chat conversation. You can learn more here: https://support.zendesk.com/hc/en-us/articles/360022192174-Tracking-goals-and-conversions-with-Google-Analytics

    We have no plans to change the packaging and offering of the in product conversion tracking feature.

    -Ramin

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  • Fabio Strasser

    Any plans to add this data to Explore?

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Fabio Strasser Unfortunately, there are no immediate plans to add goal/conversion data to Explore at this point in time. All currently available Chat metrics in Explore are documented here: https://support.zendesk.com/hc/en-us/articles/360022365213-Metrics-and-attributes-for-Zendesk-Chat

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  • Moe

    Only issue with this when tracking through analytics you can only see overall Goals and not set specific goals so when having variables like (sign up conversions or add to cart conversions) you can't see which has more you only see overall.

    The only way to check is within the goals tab and from there the only data shown is past 7 day conversions for each goal.

     

    Definitely needs some upgrades

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