Google Analytics Integration

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Google Analytics Integration

nanoRep allows you to track your visitor's behavior and activity using the Google Analytics platform. GA integration is enabled by your account manager and you will be able to see the results in your GA Dashboard within 24 hours of activation.

This document will describe the nanoRep events available for GA for tracking, the meaning and usage of each event.

Our goal is to allow maximum transparency and usability of the nanoRep framework to drive better customer experience and ultimately value: BI, conversion increase and cost-reduction.

For instance, you will be able to segment your Google Analytics conversion rate (CR) funnel by the "nanoRep User Active" event to track the conversion rate increase brought in by nanoRep

These are the events exposed by nanoRep to Google Analytics:

Event (parameters) Suitable for: Triggered by:

nanoRep User Active Track which visitors use

nanoRep widgets.

User start typing in the widget search box. (once per page)

nanoRep Query Tracking visitor's questions Each question asked by a user

nanoRep Results Shown Track visitors receive answers Search results shown to user

nanoRep Escalation Tracks escalations (email/chat) User clicks on 'Email' or 'Chat'

nanoRep Like Tracking user 'Likes' of answers User click on answer's 'Like' icon

The next page will provide a quick walkthrough of how to use GA to track nanoRep events. There are 2 ways to implement Google Analytics snippet: synchronous andasynchronous. Currently, we only support the asynchronous snippets.

e: Google Analytics integration is only available to Enterprise Plan customers, contact sales for more info

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Google Analytics Integration - Tracking

Let's take a look at how nanoRep events are tracked in Google Analytics. In our example ('nanoRep Query' event), we want to track visitor's questions, and see the impact on conversion.

Segmenting conversion by events

You can include the event in your funnel by creating an advanced segment that contains the event. (Alternatively, you can also create an advanced segment that excludes the event for the sake of comparison):

Creating nanoRep Segment

Go to Admin –> Advanced Segments Click on "New Segment"

Set name to 'with nanoRep' Apply selections to read as Follows Include - Event Category - containing

- "nanoRep"

Click on the "Save Segment".

Segmenting conversion funnels by nanoRep Segment

1. Under "Standard Reporting", navigate to Conversions –> Goals –> Overview 2. Select the goal you want to check from the "Goal Option" combo box:

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3. Select the "Advanced Segments" option located below the "Overview" heading. Mark the segment you want to include in the funnel (Please don’t forget to unmark the default choice!) and press on the "Apply" button.

4. The goal's details now also include the segment.

Example of eCommerce tracking in Google Analytics

This is an example of an eCommerce website that asked us to install a Google Analytics tracking on his widget.

This screen is the 'Ecommerce Overview' (Standard Reporting –> Conversions –> Ecommerce) that is in common use for eCommerce websites.

As you can see, the conversion rate with the nanoRep event show higher percentage.

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Segmenting time on page & engagment by events

Time on page and engagement are crucial measurement criteria in websites. Conversions go up and publicity is more effective as time on page and engagement increases.

You can include nanoRep events in your pages and engagement reports (by using segments as we showed) to see if these events influenced these criteria pushing them up:

Time on page

1. Under "Standard Reporting", navigate to Content –> Overview –> Site content –> All pages

2. Select the "Advanced Segments" option located below the "Pages" heading. Mark the segment you want to include (Please don’t forget to unmark the default choice!) and press on the "Apply" button.

3. See the increase in the "Avg.Time on Page" data.

Example

In the screen shots bellow you can see how nanorep events effected Avg. Time on Page. Before using the 'With nanoRep' segment , the Avg.Time on Page was 00:02:12 whereas after segmenting it was 00:02:43

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Engagement

1. Under "Standard Reporting", navigate to Audience –> Overview –> Behavior –> Engagement

2. Select the "Advanced Segments" option located below the "Pages" heading. Mark the segment you want to include (Please don’t forget to unmark the default choice!) and press on the "Apply" button.

3. See the diffrence in engagement.

Example:

In the screen shots bellow you can see how nanorep events effected engagement (visit duration parameter).

Before using the 'With nanoRep' segment , the most common visit duration time is 0-10 seconds whereas after segmenting it was 61-181 seconds!

No segment

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Seeing events

To see the nanoRep event, go to Content –> Events –> Top events. Click on nanoRep:

You can drill down to see all events in the nanoRep category. It is also possible to search by action (name of the event). In order to see from which page the events came, you need to:

1. Press on the "secondary dimensions" combo box.

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Creating widgets

To add the event report to your dashboard you need to:

1. Go to "Home" and click on the "+ Add widget" button.

2. Implement the following settings in the "Add a widget" pop up:

a) In the "Show the following metric" field, select "Total Events".

b) In the "Filter this data" field, select "Only show" followed by selecting "Event Action" as the filter type.

c) Choose the filter to be either "Exactly matching" or "Containing" and than write the event action name (e.g., ‘nanoRep Query’ if the selected action is query).

d) Finally, write in the "widget Title" filed: nanoRep - query (or anything else that will help you to identify it) and press on the "Save" button.

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