In Google Analytics, event tracking is hierarchically made up of 4 elements: Category, Action, Label, and Value. For our needs, we use only the first 3.
Smartsupp sends data to Google Analytics as events. In total we send 8 events actions which help you monitor the behavior of chatting users. You can find all these event actions in event category = Smartsupp.
Event actions and labels (description)
Note: You can also use our API for some events!
- Triggered message sent
- Event is sent every time visitor gets auto message (trigger). Number shows how many people received auto message. If you want to know how many people replied to auto message (trigger) have a look at event: “Trigger started conversation”
- – Event label = title of the triggered message in your dashboard
-
- Trigger message viewed
- When visitor reacts (opens chatbox) on triggered message.
- – Event label = title of the triggered message in your dashboard
-
- Trigger started conversation
- When visitor responds to triggered message.
- – Event label = title of the triggered message in your dashboard
-
- Visitor started conversation
- When visitor initiates a conversation himself.
- – There is no Event label assigned
-
- Conversation served
- When a message is exchanged between visitor and an agent (or chatbot).
- – Event label = agent’s name
-
- Contact form filled
- When visitor fills the contact form.
- – There is no Event label assigned
-
- Offline message sent
- When visitor sends an offline message.
- – There is no Event label assigned
-
- Feedback sent
- When visitor fills and sends feedback form.
- – Event label = rating level (1, 3, 5 = bad, normal, good)
Now all you need to do is create a new segment to filter out data of chatting visitors. You can create a segment for any kind of Smartsupp event action. The most useful metric is the ‘Conversation’ event action.
When you have the segment created you can see and compare behaviour of chatting visitors vs all visitors. In the example you see there were 71 chatting visitors vs 3796 total visitors. With that you can calculate 1.9 % of visitors is engaging in a conversation with you and more info.
The most important thing you can measure is impact of Smartsupp chat on conversions (goals). You are able to see conversion rate of chatting visitors vs your overall conversion rate.
Do you have any questions, suggestion of additional events to measure or want to share your data from Google Analytics? Let us know !
