Tracking Live Chat Interactions

Tracking Live Chat Interactions

February 22, 2009, 11:55 am
Filed under: Live Chat, Web Analytics | Tags: Google Analytics, Live Chat, Live Person

LivePerson allows you to interact with your customers live via chat to offer real-time assistance and advice while a user is engaged with your website, a highly valuable service for helping customers, and also for learning about what their intention is.

They created a robust integration with Google Analytics that is definitely worth a look. The integration shows you conversions after chat, and populates chat analytics data into a number of other reports, including

• Map Overlay Report which displays volume and quality metrics of live chat interactions by geographic region
• Search Engines Report: Reveals the sources and keywords that drive interactive chats (and resulting conversions)
• Reverse Goal Path Report: Lists the navigation paths that lead to the most chats

Take a look at a screenshot which shows a “Live Chat” column:

More: http://analytics.blogspot.com/2009/02/two-cool-integrations-telephone-leads.html

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