Tracking Chat Conversions on WP?
-
We have a WordPress site where we use the plugin Chatra for our chats. It works great...except, that you cannot track conversions from Google Ads. There is another plugin called Apex that allows tracking, but their people answer the phone instead of ours.
So does anyone know a way or a plugin where we can have chat enable on our website that our people are solely responsible for responding to that allows you to track conversions from Google Ads?
Thanks,
Ruben
-
Thanks for the info! So what this means is that, although Analytics (where people typically analyse all their funnels, by porting their AdWords data into GA) would be able to track that users are visiting pages, and Analytics (if you have set it up right) will be able to know where users came from (e.g: AdWords / Ads) - Analytics will not be able to determine that open chats (leads) are occurring and it will not be able to determine the value of any successful conversion
For that to happen, your chat plugin (and your AdWords account) would actually have to talk to Google Analytics. For example, if your chat plugin were coded to fire a confirmation message from the operator to the chat-user (which contained the amount they had paid and the fact they had converted) - that information could be wrapped into events fired to Google Analytics via JavaScript. From there you could easily filter down to users from paid-search (PPC / Ads) only and then just view the number of conversions, and the value which were ascribed to them
What we have identified is that the weak point you have, is one of these 3:
- Your AdWords / Ads is not talking to GA properly (maybe you don't have Google Analytics? In which case... that would be your centre-point where all the data needs to go, you need to get it)
- Your chat plugin is not sending data to GA, which could then be married (within Google Analytics) to your AdWords / PPC data
- Both of the above at the same time
So the steps I can see are:
- Step one would be (if you don't already have it) setting up Google Analytics
- Then having it properly integrated with your AdWords so both talk to each other
- Then making your chat plugin, also talk to Google Analytics
- Finally - deriving all your wonderful insights, in the Google Analytics back-end
For example, ZenDesk properly integrates with Google Analytics (see this post). Luckily your chat plugin (Chatra) also has this functionality (see here).
One concession with my answer here, I haven't told you how to get AdWords data into Chatra, or Chatra data into AdWords. Sorry about that, but trust me when I say - an Analytics (GA is free) integration will be better for you. Sorry I'm not 'exactly' answering the question here, still doing my best :')
You must confirm with Chatra, as part of their Analytics integration - exactly what data will Chatra send to Google Analytics? For example, maybe the Chatra / GA integration, only sends number of chats and length of chats, but not chat-based conversions (as you specified earlier: users convert on the chat, so that conversion data MUST come from Chatra or similar). If that's the case, you'd then have a problem and have to seriously consider other alternatives like ZenDesk or something else
For each plugin you think of trying, you'd have to email them with the same question. What data can the flow from their service, to your Google Analytics? If you don't like what you hear - it's the WRONG plugin for you
Hope that helps
-
Thanks so much for taking the time to respond! It's b. b) The user clicks a Google ad, the user comes to your site, the user 'chats', the user stays on the chat and converts with (via) the chat agent.
Thanks,
Ruben
-
This is a really technical, really interesting question. Something to clarify is, what is the exact nature of the chat plugin? When I think of chat plugins, I think of stuff like ZenDesk where, users click a little bubble at the bottom and chat via text with an operator. But you mention phones, right? How is that fitting into it?
I think what you are saying is, you want to know:
When someone converts on your site, shortly after they have 'chatted' (phone / text?) to an advisor, but only when they originally hit your website through Google's Ads (PPC, display etc)
Is that right?
The difficulty would be binding the chat to the actual conversion. What I need to know is, which of these formats is correct:
a) The user clicks a Google ad, the user comes to your site, the user 'chats', the user goes off the chat - back to the site, and then converts
b) The user clicks a Google ad, the user comes to your site, the user 'chats', the user stays on the chat and converts with (via) the chat agent
Depending upon your answer, tracking could be implemented in radically different ways
I don't know of a simple plugin, off-the top of my head that could do what you want. I may not have the answer you need either, but I'm giving it a go!
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.
Browse Questions
Explore more categories
-
Moz Tools
Chat with the community about the Moz tools.
-
SEO Tactics
Discuss the SEO process with fellow marketers
-
Community
Discuss industry events, jobs, and news!
-
Digital Marketing
Chat about tactics outside of SEO
-
Research & Trends
Dive into research and trends in the search industry.
-
Support
Connect on product support and feature requests.
Related Questions
-
Number of E-commerce transaction is less while goal conversion count is more
Hi All,
Paid Search Marketing | | Alick300
As far as I know for one goal conversion I could have have more E-commerce transaction but in my case it is opposite I am getting e.g two goal conversion count for one e-commerce transaction or 6 goal conversion count for 3 E-commerce transaction. Why this is happening & How could I fix that? Thanks0 -
Google Analytics Offline Conversions
Hi All, I've been searching the net for this for a while now and haven't found any suitable solutions. I'm looking at a way of importing conversions into Analytics. For a business I work with there is currently a split between Contact Form Submissions (we can track) Mobile Website Calls (we can track) Offline Calls (visit the website via AdWords and pickup the phone) We currently record all call data so we can see just how many calls we are getting from the campaign, and we take notes on keywords and time of call. So manually we can figure out the conversion rate. I was wondering if there was a way to mark certain visits as conversions manually? I'm pretty sure there isn't, but figured this would be the best place to ask! Thanks in advance!
Paid Search Marketing | | gamnaking10 -
Google URL Builder / Campaign Tracking on two Different Domain using the Same Analytics Code
Hey Everyone, I think I know the answer to this but I'd like to get some confirmation. I currently have a landing page at "www.xyz.com", it's a separate domain in which only the landing page exists and not a vanity URL which redirects. However, the navigation and all the links on "www.xyz.com" actually link out to "www.abc.com". The domain / landing page "xyz" has the same analytics tracking code as domain "www.abc.com". My question is this, if I use Google URL builder to create custom URL's to track for each ad that I'm running in Adwords, will this data show up in the analytics of "abc" even though it's a separate domain because it has the same analytics code? In other words, does campaign data show only if the domain and the google analytics code line up, or does the domain not matter and as long as you have the same analytics code (despite two separate domains) that campaign data (built through Google URL builder) will show? My hunch and best guess it that as long as the analytics code is the same (regardless of a separate domain) that the data in campaign will show with the custom URL's I build. I'm aware that I can test this and I will but I'd like to get an idea from the community first to make things easier. Anybody have experience with this? Answers greatly appreciated! Thanks!
Paid Search Marketing | | EvansHunt0 -
Tracking Sales That Result From GA Trackable Leads?
I have a client who tracks leads via URL destination goal completions in Google Analytics - when a visitor hits their "quote form" thank you page, a "goal" is completed and thus a lead is tracked in GA. After that, none of the sales process is passed through to GA - The client enters data from form submissions into their CRM software, without any way of knowing which leads came specifically from PPC, email marketing, social, organic, etc., making determining true ROI impossible. We're wondering what the best way is to pass through the traffic source to our client, so they can attach it to the individual lead in their completely manual CRM. Mainly they care about CPC traffic. Any ideas?
Paid Search Marketing | | VTDesignWorks0 -
AdWords/Analytics Paid Search conversions not matching up - any idea why?
Hi all, Any ideas as to why AdWords and Analytics are showing different Paid Search conversion numbers for me when I check on a daily basis? Both accounts are linked, they share the same destination URLs to trigger a conversion, some days each reflects the same amount of conversions, then some days it's anything from 1-5 conversions different (Analytics is always the one to show more). Thanks M
Paid Search Marketing | | Martin_S0 -
How Do You Remove the "Google Site Stats" Tag from a Conversion Page
Our company does not want it up there. Is there a way to remove it without have to change the conversion tracking code? It's quite a pain given our internal processes to overhaul many conversion codes. Is there an easy way to do this so that we can simply remove the tag?
Paid Search Marketing | | CSawatzky0 -
Google Adwords Conversion Tracking - Recording Wrong Page
Hi Guys I have a problem with my Google Adwords conversion tracking. Basically whenever I check to see which page it is recording, it shows me the incorrect one. Now I probably checked a thousand time now and the conversion tracking code is not on this specific page, but is on the one that I really want to track. I have also checked that the code is correct and that there is nothing missing. But strangely enough when I look at historical data, it does show that is was tracking conversions on the correct page, but for some reason the past couple of weeks it's reporting conversions from another page, which is the incorrect one. If somebody could please give me some insight as to what could maybe be the cause of this, I would appreciate it. Thank You Dave
Paid Search Marketing | | DavidZA10 -
Google Analytics and Adwords Tracking Codes
A site I help someone with in link building was recently redesigned. I do not have access to the site in any way. Well, after the redesign, no conversions were tracking in Adwords and Analytics ecommerce tracking showed no transactions and no amounts. I found the Analytics code and sent it to their programmer. I have linked the Adwords and Analytics accounts. So now conversions are tracked in Adwords and transactions are tracked in Analytics. However, amounts have vanished and not returned. I'm not technically savvy enough to figure this out. How do I get this Analytics code to track transaction amounts so that they appear in Adwords and in Analytics ecommerce tracking?
Paid Search Marketing | | DanDeceuster0