Power your Self-Service with Google Analytics
Analyzing metrics related to your Help Center is crucial to maintaining a good self-service system. It's important to keep your Knowledge Base updated with relevant content, that's helpful to your customers. The Knowledge Base Dashboard available in Zoho Desk gives you limited information about existing customer interactions; like page views, popular keywords, and keyword success ratio. This is where Google Analytics can help you out.
Google Analytics provides a variety of tools for everything from search analytics to visitor tracking that can be used to improve your self-service portal in Zoho Desk. You can use the statistics to learn, for example, how long your customers look at your Knowledge Base articles, if customers use the content on the landing page, or what keywords the customers search for while accessing the Help Center.
Juggling several statistics at once can get overwhelming, especially when you're unsure of what you're looking for. Zoho Desk brings you a
Google Analytics Dashboard
for your Help Center. The dashboard brings all your important metrics to a single place, where information streams are updated in real time.
Your Google Analytics Dashboard
The Google Analytics dashboard provides insights into the following areas, so you can better understand how your customers interact with your Help Center:
- Site Visits
A Site Visit Report gives you insight into where your visitors come from and a graphical representation of each source. It breaks down your total traffic into Direct Visits, Email Visits, Referral Visits, and Total Visits. The report also provides key metrics like Page Visits, Average Time on Site, New Visit Rate, and Bounce Rate.
Site Visit Report
- Site Traffic by Source
Understanding how your users got to your Help Center, can give you insight into how to get their attention. This report categorizes visitors into direct, organic, email, social, and other relevant categories.
Site Traffic by Source
- Site Traffic by Location
Categorize your visitors based on where they come from geographically, with the help of a map and indicator in Zoho Desk. Location targeting can target specific content to a region, and help iron out errors in translation.
Site Traffic by Location
- Page Visits
The page visits dashboard provides traffic insights and stats for individual pages on your Help Center, like Bounce Rate and Page Views.
Page Visit Report
Note to existing users - We will be deprecating the old Google Analytics integration (classic and universal) by the end of 2018 and would recommend for you to switch to the new and enhanced integration. Not only does it perform all existing functions, the new integration will also give you the ability to track analytics within Zoho Desk. The Google Analytics dashboard is elegantly designed, so you get all the data you need, easily. You can switch to the new version in a single click! Try it now.
Switch to the new Google Analytics Dashboard
With the right metrics available at your fingertips, you can formulate a data-driven self-service strategy for your business. Read more about how to set it up, here.
Happy ticketing!
Cheers
Team Zoho Desk