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Monitor users on website

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Electric Blue

Posted Oct 29, 2021

Greetings,

I am a new Zendesk user and I was wondering if I could use Zendesk on my website to monitor all users who browse my website, where they are at any time before they reach out to support and write them a message if I wish before they contact the support.

Thank you for your time,
Electric Blue

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8 comments

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    Miles Ilog

    Zendesk Customer Care

    Hi Electric Blue, 
     
    You can use Google Analytics to track the visitors to your website. For more information about setting up Google Analytics with your Help Center, see this article: Enabling Google Analytics for your help center

     



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    Electric Blue

    I understand that it is possible through the use of the Help Center.

    However, is it possible to implement that function to the whole website and contact the users through the chat before they reach to support, and not just for the ones using our help center?

    Thank you in advance

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    Ryan McGrew

    Zendesk Product Manager

    Hey Electric Blue,

    You may want to check out our information on Proactive Chat that talks about how to trigger chats with particular users.

    Thanks!

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    Erik Boudreault

    Zendesk Customer Care

    Hello!
     
    Zendesk's Chat product does let you know within it's captured metrics what article or URL the customer was on when they sent in the support chat request.
     
    Also, if you want to send proactive chats to customers on your website without them having to chat in you can do so using triggers:
    https://support.zendesk.com/hc/en-us/articles/4408819937946-How-do-I-start-a-chat-with-a-customer-that-has-been-on-my-website-for-a-certain-amount-of-time-
    https://support.zendesk.com/hc/en-us/articles/4408883473178-Targeting-key-visitors-with-proactive-chat
     
    Above are two articles on this subject. Let me know if you have any further questions!

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    Nelson B. Cooper

    I using Google analytics for my website you can also use webmaster tools for this purpose like Google search console or Bing tool. Through bitly you can also analyze your web users.

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    john kelsey

    You can use google search console too, but it will show keywords in details, but if you want to track your users then you should use google analytics it will show your content and user interaction time, and some graphs too, Hopefully your got your answer .

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    Terry Torres

    Hi

    Ways to Track User Activity on a Website
    • Tools like Google Analytics and Search Console.
    • Click tracking (recording which elements on a page users click)
    • Scroll tracking (recording where users scroll on a page)
    • Viewing session recordings of users as they use their site.

     

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    Isabella Nora

    You might consider using a Google-analytics dashboards as well, but your project statistics will be displayed in detail, whereas Google Analytics' interactivity will contain the details and sequence of events in your articles.

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