Guided Conversation Enhancements: Send and receive locations during chat session and view flow metrics

Guided Conversation Enhancements: Send and receive locations during chat session and view flow metrics

Hello everyone,

We are excited to announce two new enhancements in Guided Conversations. 

Earlier this year, we introduced Guided Conversation, a self-service platform that allows organizations to empower their customers and employees to find solutions and resolve queries on their own while conversing with a chat widget. The conversation steers in the right direction based on the users responses and inputs, allowing them to be in-charge of it.

The platform allows to display questions, choices, URLs, videos, messages and more right within the chat window to make the conversation dynamic. These elements are collectively put together under different kinds of blocks, namely:

  • Message block
  • Choice block
  • Question block
In this recent enhancement, we have included an exciting new addition to the Question Block: The Location Block

Allowing users to share their location

We have now introduced Location as one of the block types under the Question block. It allows the user to share their live locations or addresses of specific places in the chat session. For example, on an online shopping website the customer can send their exact location. In addition, to this the coordinates of the location will also be displayed in the chat. Users can enter an address in the search bar to find the exact location.

Kindly refer to the help doc for more details.


The second enhancement aims to provide meaningful insight to the decision makers that allows them to increase user engagement and improve user adoption of GC: The Flow Metrics


Monitoring visitor inflow with Flow metrics

Flow metrics displays the real-time usage pattern. It highlights the number of users who entered the flow, participated in the chat, the route they went and more. Details like these can help organizations improvize the flows for better adoption and increased usage. Some important insights that can be drawn from the flow metrics are:
  • Identifying the most preferred path and modifying the flow by removing the unused paths. It will also declutter the flow if there are too many paths.
  • Understanding the reason for considerable drop in a particular block by including a feedback form.
  • If the flow has less footfall you can consider publishing it on another webpage to increase the traction.
  • Monitor the block that users prefer the most by viewing the number of clicks on each choice block.
The Flow metrics can be filtered to view the number of visitors for last 7 days, 15 days, and 30 days.

Kindly refer to the help doc for more details.


That's all about the enhancements. Try out these features and share your ideas in the comments below. Also refer to help doc to learn more about Guided Conversation and its benefits.

Stay tuned for more exciting enhancements in GC.

Happy weekend!
Regards,
Anumita Gupta
User Education | Zoho Desk

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