When you employ the use of a Help Center for customer service, you want it to be as efficient as possible in helping customers. You may have a rough idea of which help articles have been most useful and what your customers frequently search for. Without means to track and analyze data however, its usefulness can be gauged only by aggregation and ballpark figures at best.
Now, in addition to Form Analytics, you can eliminate ambiguity and get the best out of your Help Center with Goal Metrics. By integrating with PageSense, you can now keep track of how useful your Help Center is to your customers. Track granular metrics to get a precise idea of what makes your customers stay and what answers they're looking for. Set targets for your websites and monitor how well your websites have converted compared to the goals you've set for them.
What this integration is about:
PageSense provides a variety of useful metrics that help you follow what your customers are thinking when they visit your website. Once you've added the PageSense snippet code to your website's HTML, PageSense starts collecting visitor information on your web pages.
In the PageSense window, you can see different types of reports populated based on the visitor information collected. You can see a breakdown of website performance tracked on daily and hourly bases. It's now easier to follow trends, spot anomalies, and act on them right away.
Find your website's busiest hours by observing hotspots on when customers visit your website the most. Optimize your pages to its efficient best by tracking average conversions and visitors.
Track the sources where your traffic is coming from and what's contributing to your website's performance. Track the number of conversions, conversion rates, and visitors on the page and see which sources contribute best and which sources need attention. You can also see how many of your visitors are visiting for the first time, and visitors who return to check out your Knowledge Base.
Goal Analytics offers you a list of web pages ranked by how well they're performing. You can analyze performance through detailed metrics such as visitors, conversions, and conversion rates. You can also work on increasing visitor retention by working on increasing the average time visitors spend on the page.
The way your customers interact with your website depends on the device they're using. It helps to know how well your website is working with visitors on each device, and which device works best. Optimize your content to enhance user experience for your website for each device.
Your website can perform differently in different regions—what works in one country might not be the best version for another. Now you can see how your pages fare in each demographic and localize your website for the best outcomes.
Points to note:
1. While Form Analytics analyses only for a specific form, Goal Analytics analyzes the entire website.
2. Goal Metrics is portal-specific.
3. Goal Metrics can be accessed from within the Knowledge Base module of Zoho Desk.
4. This feature is free to use for both Professional and Enterprise users.
If you would like to know more about the integration, you can read up on the Goal Metrics help document
If you would like to
get early access to the PageSense integration
, leave a comment below and we'll roll out the integration for you right away!
As always, happy ticketing!
Team Zoho Desk