Google Analytics
Integrate Google Analytics with LiveAgent to track live chat events, measure their impact on conversions, and enhance customer service. Activate Live Chat Track...
3 min read
Would you like to view Google Analytics conversion data from your live chat? Well, it’s possible and easy to do with LiveAgent.
Live chat in LiveAgent has a robust amount of features. Chat embedded real-time visitor tracking allows your company website user tracking and conversions tracking from live chat, which can help you analyze the overall impact of the online button.
What is Chat Embedded Tracking Used For?
It is used for tracking events of live chat sessions in Google Analytics. You can also consider it an activity log example, as it provides insights into all the actions that have taken place. Thanks to the data, you can evaluate the impact of live chat on conversions on your website. Moreover, you can view your agents’ influence on sales.
What Are the Options That You Can Track?
With chat embedded tracking, you can monitor the following events:
- Start chat - When a visitor initiates a chat conversation
- End chat - When a chat session is concluded
- Every agent message - Track each message sent by support agents
- Every customer message - Track each message sent by customers
How Does Chat Embedded Tracking Work?
Using LiveAgent’s online live chat software, you can simply navigate to plugins and activate Live Chat Tracking. After that, follow the easy instructions and view the website visitor analytics right away.
But to be specific, events generate JavaScript that commands directly into your webpage, where a chat started. A plugin could be used for:
- Signaling chat events to your web application
- Start specific JavaScript functions
- Change the content of your webpage based on the running chat session
Benefits
Chat embedded tracking provides significant advantages for your business:
- Competitive advantage - Gain insights that your competitors might not have about chat impact on conversions
- Better understanding of the market/customers - Learn how customers interact with your chat and what drives conversions
- All data in one place - Consolidate all your analytics in Google Analytics for easier analysis and reporting
Other Chat Features in LiveAgent
Chat History
Get a quick overview of the customer issue in the chat history and prevent customer frustration. Moreover, you can analyze the problem faster and know who is responsible for each ticket.
Max Queue Length
Create an effective customer service workflow by setting up the max queue length in your live chat. This way, your customer service can efficiently deal with customer inquiries and they will not be overwhelmed. This also prevents a bad customer experience. By allowing this, the live chat will be shown only to a certain amount of people and the rest will receive an option to reach out via pre-chat form.
Current URL of Live Chat Visitor
Provide the best customer service with the current URL of the live chat visitor feature. This feature in LiveAgent shows you the website the visitor is browsing at the moment. Thus, giving your agents more insights into what the customers are looking at and for. It also shows you if the visitor has switched to a different URL.
Knowledge Base Resources
Ready to implement a live chat tracking plugin? Learn more details about tracking events in Google Analytics .
Don’t have a chat button? No worries, here is a step-by-step article for creating a chat button in LiveAgent .
