Last week we officially launched Analytics – giving our users an efficient way of tracking their chat and agent activity. With Analytics, you can track your chat volume to get a better idea of which days are the busiest, examine why chats are being missed and why wait times are increasing during certain periods, and you can use the metrics to anticipate customer needs and increase satisfaction.

However, one key component that’s missing from all of this is the chat statistics of your website, i.e. which pages customers are requesting chats and how they are doing it.

In today’s tutorial, we’ll explore Zopim’s integration with Google Analytics (GA), including:

This tutorial assumes that you are already using GA and are familiar with the basics of how it works. If you’re new, Google Analytics is a powerful tool that helps you understand and analyze your web traffic. You can easily find good tutorials online explaining how GA works.

 

Setting up Zopim on Google Analytics

Once you’ve copied the Zopim embed script onto all your webpages, the script will automatically detect if GA is present on your website. If everything is in order, Zopim will start reporting events to GA automatically.

 

Accessing Chat and Agent Data on Google Analytics

Now. let’s move on to how you can access the data on GA.

  1. Log in to your GA account as per normal.
  2. On the left sidebar, click on “Behavior” > “Events” > “Top Events”
google analytics

Behavior > Events > Top Events

  1. You should see something like the screenshot below. The graphs here are an indication of the amount of activity on your website. Let’s drill down further to see the type of chat activities. Let’s click on “Zopim Livechat”
google analytics

Click on the Zopim Livechat event

  1. Within the ‘Zopim Livechat’ category, you should see the following list of ‘Event Actions’.
google analytics

Chat Event Actions

  • Button Clicked: Number of times visitors clicked on the Zopim chat widget
  • Served by Operator: Number of times visitors chatted with a chat agent
  • Chat Request Form Submitted: Number of times a Pre-Chat Form is submitted (if enabled)
  • Offline Message Sent: Number of times visitors left Offline Messages
  1. This high level overview gives you a rough idea of how many conversations your agents are handling. With these stats you can also derive what % of chat requests were eventually handled by your agents.
  2. You can drill down even further by clicking on:
    • Served by Operator
    • Chat Request Form Submitted
  3. If you click Served by Operator, you will see a breakdown of your chat agents, sorted by the number of conversations they have handled. It should look something like the following screenshot.

    google analytics

    Served by Operator

  4. Likewise, if you clicked on Chat Request Form Submitted, you will see a breakdown of the departments that visitors requested to chat with. (This is only available if you have already set up departments through your Dashboard).

    google analytics

    Chat Request Form Submitted

 

Monitoring which Pages Get the Most Chats

These basic chat and agent stats can now be viewed from within the Zopim Dashboard using our new Analytics feature. However, if you want to find out which pages on your website your chats originate from, you can still use GA.

  1. Log in to your GA account.
  2. Click on “Behavior” > “Events” > “Pages”

    google analytics

    Behavior > Events > Pages

  3. You should see a screen like the one below.

    google analytics

    Pages which get chats

  4. Each event on a page indicates the number of chats that have originated from that page. Too many people asking questions on your delivery instructions page? Perhaps it’s time to update your shipping information.

 

With that, we are done with the basic implementation of Zopim and GA. However, that does not mean it is only limited to what was covered in the post. There’s much more you can do within Google Analytics, including,

  • Finding out which countries your visitors are initiating conversations from
  • Finding the breakdown of new vs repeat visitors that are chatting with you
  • Tracking the goal conversion rates of your support agents
  • and more!

Please leave a comment if you have any feedback or idea on how we can improve Zopim’s integration with GA, we’d love to hear from you!

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Jeremy Seow

Jeremy Seow

Sales Strategist at Zopim
Jeremy Seow is Sales Strategist at Zopim. Designer by education, writer by passion, and sales person by craft, he provides insight by combining knowledge from all three fields. He wants to hear what you have to say @Jeremys87 and on his Google+ page.