What are the benefits of integrating Google Analytics with your support portal?

Despite the growing popularity of introducing self-service as a customer support channel, a study by Gartner points out that only 13% of users are able to completely resolve queries with self-service as the only channel. An effective support portal (also known as a help center) should make it easy for your customers to quickly find relevant solutions to their basic queries without reaching out to a human agent. 

Integrating your Freshdesk support portal with Google Analytics helps you analyze customer behavior within the portal to optimize and serve relevant, easily-accessible information to your customers.

With Google Analytics running on your help center, you can delve into the performance of every solution article in your knowledge base and find answers to questions like,

Why should you implement the Freshdesk-Google Analytics integration?

Understand what customers are looking for in your support portal

After enabling Google Analytics for your support portal, you can start tracking user behavior on your website. Metrics such as the number of sessions and page views can help you quickly determine which solution articles on your self-service portal are frequently visited by your customers. Looking at the ‘unique users count’ trends of your help center over a period of time, you can also easily spot how your customers have embraced the self-service model.

Google Analytics for support portal on Freshdesk Google Analytics for support portal on Freshdesk

Fine-tune your knowledge base as per customer preferences

The integration gives you granular, page-level insights on how useful and relevant every solution article is with metrics such as bounce rate and average time on page. When you notice increased bounce rates on high traffic pages, it means that your customers are not able to find the right answers to their pressing queries on that page. You can then add more resources or modify the existing content on the support article to answer customer queries more accurately. Device (desktop/mobile) and geo-level data also help you understand customer preferences better and optimize your help center accordingly.

Freshdesk Google Analytics Integration Freshdesk Google Analytics Integration

How to set up Google Analytics for your Freshdesk support portal

Step 1: Open your Google Analytics account and click on ‘Create Property’ in the Admin section. Under the website name and URL, enter the name and URL of your Freshdesk support portal.

Step 2: You’ll be taken to a new page that has your Google Analytics Tracking ID beginning with ‘UA’. Copy the tracking ID.

 

Step 3: Now log into your Freshdesk Support Portal as Admin and add the Google Analytics App from the ‘Get more Apps’ section. Paste the Google Analytics Tracking ID you copied in the previous step and click ‘Enable’. Voila! Your Freshdesk support portal stats will start populating in your Google Analytics account in a few hours.

For step-by-step instructions on setting up the integration, read the associated solution article.