Reporting on visitor page/url when chat strted
Posted Feb 02, 2022
We are wanting to report on the page or url that a customer is on when requesting a chat to be able to get a view of the proportion of chats started on each page.
We are unable to do this and I was shared an article which provided a recipe for completing this, which advises that chat triggers will need to be created for each page/url to add a tag to the chat in order for this to be tag to then be reported on.
Our website has 10,000+ pages/urls and it is likely to be nearly impossible for us to have a chat trigger in place for each page to add a tag to identify this. Also I am unsure why this is not something the system can do as standard as in agent workspace the url is added to the ticket information on creation, so the system is recording this information.
There should be an attribute or metric available to report on the url or page the customer is on when joining the chat, so that the information seen on the visitors tab within the chat dashboard can be reported on. Why can we see this live but not report on this?
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8 comments
CJ Johnson
This makes it impossible to do any kind of testing of articles to see if they improve chat reach out, I'd really love to have this as well.
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Nick Barclay
Another vote for this - understanding the source of each chat means we can make improvements to our site pages and proactively solve more customer queries before they make it to a chat. It's frustrating that this information is available for the agent at point of chat but not available within Analytics
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Masha Pavlotsky
+1 on this.
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B Camp
+1 on this
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Andrew R.
+1 on this
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Chris Smith
+1 on this.
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Wojciech Smajda
Hi,
Thank you for taking the time to express the need for a more scalable solution to report on the customer's web page or URL at the start of a chat. Understanding customer behavior and the context of their inquiries is pivotal for service optimization.
We recognize that creating individual chat triggers for an extensive number of web pages is not practical. Given that this information is visible within the agent workspace during a live chat, it's understandable why you'd expect this to be readily available for reporting.
Your insight arrives at an opportune time as we are planning changes to our chat reporting capabilities and are considering the development of a new dataset. We have noted your specific feedback and will factor it into our discussions around these enhancements.
Please continue to stay engaged with our Zendesk Community for updates on our reporting features and feel free to reach out with any additional insights or questions.
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Paul Paterson
+1 for this. It would be very helpful for us to be able to see at a glance if it is useful to add the support widget to our main marketing site in addition to in the product.
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