Analytics on Automated Messages / Triggers

Answered

12 Comments

  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi there Tyson,

    Thanks for sharing your feedback regarding having better reporting on triggers to determine its effectiveness.

    Great idea and it would help understand the impact of triggers that send out proactive messages to start a chat (you can create trigger with different goals, like automating tags).

    If you are using Google Analytics on the same page the Zopim widget is embedded on, you can look at the GA events to see if the traffic on a specific page that has a trigger increased in creating more conversations. You can learn more about the GA events here: https://blog.zopim.com/2013/04/25/tracking-chat-statistics-with-google-analytics-updated/

    Agree that we should have more reporting inside the dashboard for this. Would you measure success on the conversion rate of the trigger to chats or more interested in the CSAT score per trigger? If you are interested in the CSAT portion, you could add a tag via the trigger and then export your chat history to pull some numbers manually.

    We don't have any plans this year to add this level of reporting but we will let you if/when we release something like this in 2017.

    Thanks,

    Ramin

    0
  • Tyson Kirksey
    Comment actions Permalink

    Conversion rate of the trigger is my main consideration. We are using GA, and the integration is nice, but our trigger is global to our site so it's not specific to a particular page.  

    1
  • Andrew Laidler
    Comment actions Permalink

    I think this is a really good idea having reports on triggers within the dashboard

    1
  • Ramin Shokrizadeh
    Comment actions Permalink

    Thanks Andrew and Tyson, we will use this feedback for our 2017 planning and will see what we can do. 

    Have a great weekend,

    Ramin

    0
  • Tristan Fowler
    Comment actions Permalink

    I agree with everyone above. We need to track our trigger messages and their success rate, and we do not have a specific page these triggers are on. The chat and trigger is global. Thank you Tyson for putting into words our exact needs.

    1
  • Justin Fain
    Comment actions Permalink

    I would also like to see reports and metrics on triggers in the dashboard. Thanks.

    1
  • bd_chat
    Comment actions Permalink

    Hello,

    don't know if this thread is still being observed by the product managers, but nevertheless: Please, please add this feature. I know we can add tags to triggers, but it is real manual work (and complicated). Our KPI would be: "what trigger caused the most responses from customers (-> started to answer back). Just a number would be sufficient.

    In the weekly e-mail: "Top 5 triggers to engage visitors in chat". 

    Please consider it, thank you.

    1
  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi benedikt_chat,

    We are still monitoring the requests and feeding it into our strategy to make reporting in the long term. Unfortunately, there is nothing in the roadmap for the next 6 months that would solve the problem of not being able to report on triggers and how effective they are at engaging your visitors to start a conversation. 

    If/when we do add this functionality, we will update the post here.

    Thanks,

    Ramin

    0
  • Natalie Newton
    Comment actions Permalink

    Hello,

    @Ramin is this something that is being worked on or due to be released anytime soon?

    It's really problematic when you can't understand how many people are seeing a trigger as you therefore have no idea of engagement/acceptance rate of the triggers. This means that you can't:
    1) optimise your triggers and messaging to increase acceptance/engagement rate

    2) you can't understand the incremental impact on sales from using proactive triggers, as you don't know how many people were offered the chat in the first place.

    This a crucial and fundamental metric in proving the business case for offering any proactive live chat so any advice on alternative ways to find number would be really appreciated. So far no one in zendesk help has been able to help us find an answer.

    Thank you!

    Natalie

    1
  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Natalie,

    Unfortunately, It is still not a priority for the 2018 roadmap. We are exploring at a higher level how proactive messages should work across the Zendesk products and how reporting should be for those campaigns. 

    With the Outbound/Connect product, it offers functionality to split test messaging and has basic reporting on campaign engagement of their in-product messages. If you want to learn more about the Connect product, go to https://www.zendesk.com/connect/

    If or when we decide to add reporting around Chat triggers, we will let you know via this thread.

    -Ramin

    0
  • Jeremy Holmes
    Comment actions Permalink

    I agree that this would be a great feature. We are really trying to ramp up our productivity with chat and the lack of these metrics makes it difficult to fine tune the triggers. We can't effectively experiment without this data. With the way it is set up now, we are just trying things to see if there is any reaction. We don't have real numbers to correlate with patterns of activity. 

    0
  • Louise McCormack
    Comment actions Permalink

    For those of you looking for a workaround, here's how I've been doing it.

    Workaround:

    1. Create a segment in Google Analytics for the hours which agents are online.
    2. If your triggers are set to fire after a certain time, create another segment for time on page to match your trigger.
    3. Find the page you are triggering on and look at the unique views of that page during the office (agent hours) segment after that time on page.
    4. Add the "served by operator" segment in Google Analytics (or alternatively look at at the chat numbers within Zendesk).
    5. Chats/Unique Pageviews (within agent hours/time on page) = Trigger response rate.

    Assumptions:

    1. If triggering on 0 seconds we're assuming we're showing close to 100% of people a trigger on any specific page when agents are online.
    2. If triggering after a certain time on page, we're assuming 100% of those people are getting triggered.
    3. Assuming at least one agent not invisible during the opening hours time.

    Feedback for Zendesk:

    I can't believe this information isn't available already. It should be at least available through the API or Google analytics. Basic things like this missing make me question using Zendesk at all.

     

    0

Please sign in to leave a comment.

Powered by Zendesk