Feature Request: Stat tracking of chat abandonment due to pre-chat form

Answered

4 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hey Steven,

    Thanks for the feedback on what reporting could help you out.

    Have you already tried the Google Analytics integration for chat events? You can get more info here: https://blog.zopim.com/2013/04/25/tracking-chat-statistics-with-google-analytics-updated/

    With the integration, you can see how many people clicked the button or submitted the pre-chat form. Is this the information you are looking for?

    Thanks,

    Ramin

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  • Steven Gibbon

    Hi Ramin,

    We have the Google Analytics and have the stats available for those of us with access. My suggestion was for an addition to your existing internal stats which is easily accessible to the agents that operate the chat system - I am a supporter of the principle that, where possible, you should make it easy for people to get information for themselves rather than have them rely on you every time they want information ;) You are offering system stats within Zopim, this might be an informative stat to give people.

    Steven

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks for the clarification Steven. I agree that empowering your agents with the right data can help them deliver a better customer experience.

    I suggested the Google Analytics option as it is something you can do right now to get the data. Currently, we have no immediate plans (next 6 months) to add this type of reporting inside the dashboard.

    -Ramin

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  • Robert Blackwell

    I think it definitely affects the number of chats. But in your case, if this is a doctors office, I would think the customers would be more willing to put that in, compared to a sales website like mine.

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