Google Analytics for Chat in the Web Widget

12 Comments

  • Eliza
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    Hello! 

    I am wondering what the "Chat Opened" event action means. Does this indicate that the user has engaged with the web widget (ie. tried to self-serve by asking their question using the web widget)? Or does this mean that the user has clicked the "Submit a Request"/"Live Chat" option because their self-service attempt was unsuccessful?

    I am asking because we are trying to track engagement with the web widget against live chats started/offline messages submitted, to determine whether users are able to self-serve or proceed to contact us. 

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  • Daniel Aron
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    Hi Eliza, thanks for your feedback! "Chat Opened" means that the user has interacted with Chat in some way, such as selecting the "live chat" contact option to open the pre-chat form or go straight to Chat. Currently, the Google Analytics events we support for the Web Widget are limited to Chat only, however we are planning to provide other events for self-service and other channel interactions in future. In the meantime, you could try looking at Support Reporting > search filtered to Web Widget to see common search terms, average number of results and click-through rate to get a sense of self-service activity.

    I'd love to hear more about the events and metrics you'd like to see to track engagement and self-service.

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  • Dylan Cunniffe
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    Hi Daniel,

     

    Is it possible to send these events to any other analytics service? We are moving away from Google Analytics to Heap Analytics for our customer behaviour tracking, so it would be great if we could surface these events in a single tool.

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  • Daniel Aron
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    Hi Dylan, thanks for the feedback. This is not possible currently, however supporting pushing events to other analytics tools is something we're considering for the future.

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  • Colvin
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    Hi!

    Is it possible to know where user click zendesk chat. I need to know in witch URL users click zendesk chat. 

    For example, 50% of my users click at product page, or 30% click zendesk chat at checout. 

     

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  • Ramin Shokrizadeh
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    Hi Colvin,

    You can build a custom report in Google Analytics looking at the page URL and the Chat Opened event.

    -Ramin

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  • Mayra Chávez torres
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    I need an account to sopporte

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  • Nicole - Community Manager
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    Hi Mayra!

    It looks like you may have posted to the wrong place. This is the public technical support knowledge base for Zendesk Chat.

    If you are trying to reach Zendesk, please click the "get help" button in the lower right corner of your screen.

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  • Jon Coon
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    If you require that an email be entered to submit/start a chat is there some way to understand how many people opened but then dropped off?

    Confused how there can be more 'Chat Served by Operator' than 'Chat Request Form Submitted'.

    For a specific date range we have:

    - 481 Chat Opened

    - 172 Chat Served by Operator

    - 128 Chat Request Form Submitted

     

    ***Update from zendesk support adds some clarity and believe the first situation described is the one impacting us:

    • Served by Operator: Number of times visitors chatted with a chat agent
    • Chat Request Form Submitted: Number of times a Pre-Chat Form is submitted (if enabled)


    That being said, served by operator can be higher because a visitor could chat to multiple agents in one session. This means, if a visitor requested for a chat on a new session he would be required to fill out the Pre-chat form. Once he went idle, meaning he is not on the browser where he initiated a chat and the agent disconnected and eventually the visitor comes back on the same browser without refreshing the page, he could send a message on the same session that would be assigned to a different agent. 

    Another scenario would be, when a proactive trigger is enabled. This causes why Pre-chat form is override. When the proactive trigger is activated, the chat window will open up to display the automated message which your visitor could directly reply on. 

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  • Ramin Shokrizadeh
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    Hi Jon,

    You can have more served events when using triggers, since it bypasses the pre-chat form. From your account perspective, it looks like you have multiple triggers enabled. 

    Unfortunately, we don't not have granular events today for you to calculate how many people have opened the widget manually and then close it without starting a chat.

    -Ramin

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  • Matias A. Mendoza
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    Hi,

    On my page I have several GA properties, how can i define in which i want to save the events generated by the widget from this code?

    From already thank you.

    Regards! Matias

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  • Daniel Aron
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    Hi Matias A. Mendoza Could you elaborate? I'm not sure I've understood the question. 

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