General questions about using Zoho PageSense | FAQs

General queries

1. Can I track visitors on webpages that are behind login in PageSense?
In general yes, PageSense can track pages behind a login. As the page state information and user data is sent directly to us from the client, PageSense doesn't need to access the page directly.

However, it's not possible to track visitor's data for the Heatmap and A/B testing experiments that you're running on your site, as we load your website inside PageSense using a proxy server, which only allow loading of secure websites (i.e. the ones with the https protocol). When a website with an HTTP protocol is loaded through the proxy, a few elements and resources (such as the CSS) are not rendered due to this restriction. In this case, we recommend you use our chrome extension to view and track Heatmaps, and conduct A/B tests behind a login page.

2. How does PageSense track visitors and understand their behavior on a website?
At Zoho PageSense, we uses different types of cookies to identify and analyze your visitors' data when they land on your website. These cookies are placed on your visitor's browser to store information, such as the device used or browser OS, while they access your website pages. This data is further used to identify if a website visitor is a new or returning user, and if they are part of your A/B test, funnel analysis, heatmap, goals, or any other experiment types. To learn more about the different cookies stored in PageSense, check out our Cookie Policy document.

3. Will a test work if the visitor doesn’t accept cookies and has deactivated JavaScript?
No, it won't. We exclude visitors who don't accept cookies and have deactivated JavaScript from the experiment.

4. Why is there no data in my report?
Assuming that you've installed and verified the tracking code on your website correctly, below are a few reasons that you may not be seeing data under your experiment reports:
  1. You have not had any users visit your website yet. Try visiting your site on an incognito browser window and performing some interactions to check whether the data is reflecting in your report.
  1. The Heatmaps and Session Recordings setup on your website have encountered a Content Security Policy issue, which blocks or rejects content from non-whitelisted sources. To resolve this issue, you need to whitelist the PageSense domains mentioned below from the referrer origin on your website:
    1. script-src: https://cdn.pagesense.io/
    2. child-src: https://static.zohocdn.com/
  • You've exhausted the license or the visitor count for your chosen subscription plan, which will cause it to stop tracking and collecting data from your website any further. Try upgrading your license or renew your existing plan.

  • There are typographical mistakes in your experiment's configuration URL.

  • You've targeted and set up your experiment to run only for a specific set of audiences visiting your site.

5. What is a custom event goal and how do I configure one?
Custom event goals help in tracking user interactions on elements that cannot be determined just by clicks on buttons or links on a website. Few webpages have dynamic updating of content or Single Page Applications like signup forms, webinar registration forms, and contact us forms, where the URL of the page remains the same even after the visitor interacts and submits the form successfully on your site.

In this case, you can’t track clicks and conversions on these form submits using the default goals like element click, link click, or time spent on page goals. This is why PageSense helps you create custom event goal to bind it with the success function of the actual event or element on the webpage, thereby recording the conversions seamlessly.

Custom event goals are generally useful in tracking the following user interactions on your web pages:

  1. Form submissions with no thank you or confirmation page URL.

  2. Clicks on outbound links

  3. Clicks on video

  4. Downloads (such as PDFs)

To implement a custom event goal, you need to add a two-line customized code snippet in the post success function of the webpage element you want to track conversions for. Learn how to setup a custom event goal on your website.

 

6. How long will it take to see my experiment results?
Once you’ve successfully verified the installation of the PageSenses' tracking code and have setup experiments on your website, PageSense will begin collecting your visitor's data in real time. You can start seeing the results of visitors interacting with your experiment pages instantly.

 

7. How does PageSense count conversions in an experiment?
Zoho PageSense counts conversions based on unique visitors coming to your page. This means that regardless of how many times the same user triggers an action or conversion in your experiment, PageSense will still only count them as one visitor and one conversion.

 

8. Does PageSese track all types of websites? Or, Does PageSense track only the webpages built using Zoho application?
Yes, PageSense can track all type of websites built using website builder. except the sites developed with shadow DOM and AWP.

 

9. Can PageSense be installed on-premise?
No, as it is a cloud based application, this is currently not possible.

10. What is the difference between Google Analytics and Zoho PageSense?
Zoho PageSense is not an alternative to Google Analytics. Zoho PageSense is a Conversion Rate Optimization (CRO) tool that provides you with the right set of tools to track your website visitors' key performance metrics, analyze their behavior on your site, and further test personalized website experiences in real time. This helps you boost visitor conversions and revenue on your site. Google Analytics, on the other hand, is a web analytics tool that allows you to track, compare, and monitor your website’s traffic, visitor interactions, and performance of the marketing campaigns running on your site in real time.

Both follow a different method of tracking visitor's data and their behavior on your website, so you can't directly compare the data collected in PageSense with Google Analytics.

Below are a few of the major differences you will see between Zoho PageSense and Google Analytics in tracking your website metrics:

  • In PageSense, visitor metrics is collected based on Unique Visitors,  while in Google Analytics, visitor metrics is collected based on Sessions.

    Here, a Unique Visitor means a person who has visited your website at least once (first time visitor) and is counted only once in the your experiment report. This means that regardless of the number of times the same visitor comes to your site and the number of different experiments they are part of in a given month, that visitor will still only be counted as one.

    Alternatively, a Session in GA refers to the set of actions or interactions made by a user (both new and returning visitor) on your website in a given time period. In other words, a Session measures the volume of visits to your website. For example a single session can contain multiple page views, events, and ecommerce transactions. By default, a Session will expire after 30 minutes of user inactivity.

    For example:
    Let's say a visitor enters your website and performs a few clicks or interactions on a page. In GA, this visitor interaction will be counted as a new session, say 'Session 01', and the corresponding visitor be recorded as 'Visitor A.' If the same visitor re-enters your site after 30 minutes of inactivity on your site, then the previous session (i.e. Session 1) will expire, and a new session, say 'Session 2', will begin and start counting that returning visitor as 'Visitor B.'

    In PageSense, the same visitor is counted only once, irrespective of whether they are new or returning to your site, until the visitor clears their cookies from their web browser. Learn how PageSense uses cookie-based tracking to identify and track visitors coming to your website.

  • Google Analytics takes a minimum of 24-48 hours to update custom variable data in your report, whereas PageSense reports your experiment's data in real-time.

11. Why isn't my web form fetching automatically in Form Analytics?
Currently, PageSense can only fetch static forms available on your web page, and can only track one form per page. If your form used in your experiment is dynamic on your website, then it can't be fetched automatically. To track dynamic forms, you need to add your form details manually, such as form ID or form name while configuring your Form Analytics.

12. Can I target multiple audience segments in a single experiment?
Yes, you can target multiple audience segments in a single experiment using the Custom audience segmentation feature in PageSense.  This feature lets you target your experiment to a more complex and precise set of audiences according to various factors, such as age, interests, gender, geography, and more, using the AND/OR operators.

Note: This type of targeting your experiment for more than one audience group is not possible with the Preset audience segments in PageSense.

13. Why isn't PageSense tracking working in iOS mobile and tablet devices?
Currently, PageSense can't track visitor data on iOS mobile or tablet devices due to Apple's Intelligent Tracking Prevention(ITP) feature. ITP a privacy-focused feature developed by WebKit, and used by Apple's since 2017 to help protect your users' online privacy by limiting advertisers and website owners from tracking user's data/activity across multiple domains.


14. Can I view the Heatmap for web pages behind the login?
Yes, using the PageSense chrome extension, it's possible to create and view Heatmaps of your webpages behind the login. The extension also lets you configure and run A/B tests for those pages.

15. Why isn't there any data being tracked in the checkout page after creating a sales funnel for my Shopify site? 
Shopify doesn't allow third-party scripts in the checkout or payments page due to the sensitive information that is handled during the checkout process. You will only be able to track your Storefront and Order Confirmation page when PageSense code is installed in the Additional Scripts section under Settings---->Checkout. Learn how to add the PageSense code snippet to the checkout pages of your Shopify site.

 

16. Is it possible to push the Polls/Pop-Ups data into other third-party applications like CRM?
As of now, it's not possible to push the data to any other third party tools directly from PageSense. However, you can export your polls/pop-ups experiment reports in .CSV format to view, print, or share them with your peers.

 

17. Why isn't the One-Step Opt-In for push notifications working after installing the PageSense code snippet on my website?
Make sure that you've added the service-worker.js file to the root directory of the websites to enable the One-Step Opt-In settings in push notifications. Note that One-Step Opt-Ins will work only on HTTPS websites/sites that have SSL Certificate. If the issue still persists, kindly write to our support team at support@zohopagesense.com and we will be glad to help.

 

18. Is it possible to track multiple domains using PageSense?
Yes, it is possible to track multiple domains/websites using PageSense. However, we generally recommend using one specific project to track one website.

 

19. Why isn't it possible to view Heatmaps of my website on mobile and tablet devices using the PageSenses' chrome extension app?
If your website has x-frame header blocked, it's not possible to view the Heatmap report on the mobile and tablet devices using the PageSense Chrome extension. In such a scenario, we recommend that you add Ignore X-Frame headers extension on your browser to view the Heatmap report.

 

20. Can I identify visitors based on their personal information in Pop-up report?
Yes, it's possible to view and identify users (who are logged in on your site) in your Pop-up report with their email address, name, or phone number by adding the PageSense Identifier API code to your tracking page. Check out how to implement the PageSense Identifier API code on your website.

21. Is there an option to delete multiple experiments in a single instance?
No, we currently do not have a bulk deletion option.

 

22. How many URLs can be added in Page group?
The best practice is to add a maximum of 10 to 15 URLs  in the Page group. Learn how to setup Page groups in PageSense.

 

23. How are Visitors tracked and identified in Funnel Analysis?
The 'Visitors' count in Funnel Analysis gives you the number of unique visitors reaching into each step of your funnel process. This metric helps you check how many visitors landed on the first step of your funnel, how many of them proceeded to the next step, how many of them dropped out in each step, and finally, the total count of visitors who reached the last step in your funnel leading to a conversion.

In PageSense, the cookie duration for funnel experiment is set to 30 days. This means if a visitor enters the first step in your funnel process but fails to complete the other steps in the funnel within a 30 day period, they will be considered as a drop-off.

Let's understand this with an example. Say you're running an ecommerce site and have set up a buyer's journey funnel that follows the path below:

Home page -> Category page -> Product page -> Cart page

  1. 'Visitor A' enters the Home page of your website. In this case, the funnel experiment will be triggered and will record the 'Visitors' count under first step as number '1'.

  2. This visitor moves to the Category and Product page but skips the Cart page (last step) in the funnel. In this case, the 'Visitors' count for step 2 and 3 will be recorded again as number '1'.

  3. Now, as per the cookie duration set for funnel, if the same visitor (Visitor A in this case) revisits the Cart page within a 30-day period, then they will be considered as a drop off in the funnel. Later, if this visitor enters the Cart page on the 31st day and completes the final step in the funnel, they will still be considered as Visitor A and the count remains as '1'.

  4. However, if the same visitor enters the Home page post the cookie period (30 days), then they will be considered as a new visitor and the Visitor count in this case will be recorded as number '2'.

24. What is the maximum number of steps that can be configured in Funnel Analysis?
You can create up to 20 steps in the Funnel Analysis experiment. If you would like to add more steps to your funnel, please write to us at support@zohopagesense.com.

 

25. Why am I unable to see or receive push messages on my website?
Below are a few of the reasons for which your push messages might not be viewable or delivered on your website:

  1. You're browsing in incognito mode

  2. You've push notifications blocked or have 'Notifications' disabled by default on your browser and device settings

  3. You've an extension such as an ad blocker which blocks receiving push notifications

  4. You've reset the settings of the browser, that’s why the service worker is removed

  5. You've them blocked by default on your operating system

  6. You've enabled “do not disturb” mode on your OS.

26. Why are Zoho Form submissions not getting updated in my Form Analytics report?
If the Zoho Form embedded on your website is placed within the <iframe> tag, PageSense will not be able to fetch the form directly. As an alternative, you can enable the Zoho Forms and Zoho PageSense integration to get insights about your form data under the PageSense report instantly. Follow the steps given here to enable the Zoho Form - PageSense integration now.

 

27. Is the data in PageSense stored in-house or in the cloud?
The data is stored in-house in Zoho's own data centers


28. How do the changes made on my website work or reflect in PageSense?
When you make changes to your website, we store them to your code snippet in our CDN servers located across the globe. Once you launch your experiment and have visitors accessing your your site, the original website content will be loaded from your servers, and the recent changes you made will be loaded from our CDN servers (only when the variation is served).

Here, again, the changes from our CDN servers will be loaded simultaneously without any page flicker, if you've installed the synchronous code snippet on your site.  However, if you've installed the Asynchronous snippet, the original web page will load first, and only then the changes from our CDN servers will be loaded.

 

29. Can dynamic elements be tracked in PageSense?
Yes, absolutely. We help you to track all the dynamic elements in your website.

 

30. Can my experiment reports be shared with end users who do not have a PageSense login credential?
Yes, we provide a shareable URL that can be used to view the reports without a login credential. Learn how to share your experiment reports with others.

 

31. How are 'New and Returning' visitors identified in PageSense?
In PageSense, the new and returning visitors are identified based on cookies. When someone lands on your website, PageSense immediately sets up a randomly-generated string or ID within the visitor's browser. When a person comes back to your website on the same browser and device, PageSense scans for the cookie ID to determine if that person is new or returning. If the cookies match with an existing ID, that person is considered as the returning visitor. However, if the cookie set is not present, PageSense creates a new one and considers them as a new visitor.

However, if a visitor clears the cookie stored in their web browser, uses a different device or browser to access to your website, or if they’re visiting your site in private mode, then PageSense will label them as a new visitor during their next visit.

32. Can we access PageSense in IE?

Currently, it's not possible to access PageSense in Internet Explorer. However, it can be accessed in Google Chrome, Firefox, and Safari browsers.

33. Why are pop-ups not showing on my website?
Below are a few reasons that you may be unable to see the pop-up on your website:

  1. You haven't installed the PageSense code snippet on your experiment page.

  2. Your pop-up display rules and trigger conditions are not met as a website visitor.

  3. You've blocked the pop-ups on your browser settings.

34. Why am I unable to choose the 'Submit' button and track conversions under the Element Selector field while setting up an Element Click goal on a Zoho Form?
This is because Zoho Forms are embedded via <iframe> tag on your site and by default. Elements placed inside an iframe can't be tracked inside PageSense.  This is why you can't choose the element selector for the 'Submit' button while configuring your element click goal. 

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