Analytic on self-service and customer portal
It would be nice to be able to add a tracking code (Google, WebTrends, or Omniture) to self-service and customer portal screens so usage of these items could be analyzed.
For instance, eporting within Salesforce.com is limited around KB usage. Yes, you can see how many cases and views on KB articles, but you can't get reports on what search terms customers are using and their behavior after they search. Did they look at an article then leave the site (not all people hit the Yes/No button on KB articles to indicate if it was useful), did they look at several articles after the search then go to the page for contacting support, did they search and review some articles then submit a case online? All these are important questions one needs to answer to help determine the usefullness of your customer portal.
As many businesses already have some type of web analytics from one of the major providors, this would give them the opportunity to use an existing enterprise application of which they are already familiar to perform this level of analytics.
For instance, eporting within Salesforce.com is limited around KB usage. Yes, you can see how many cases and views on KB articles, but you can't get reports on what search terms customers are using and their behavior after they search. Did they look at an article then leave the site (not all people hit the Yes/No button on KB articles to indicate if it was useful), did they look at several articles after the search then go to the page for contacting support, did they search and review some articles then submit a case online? All these are important questions one needs to answer to help determine the usefullness of your customer portal.
As many businesses already have some type of web analytics from one of the major providors, this would give them the opportunity to use an existing enterprise application of which they are already familiar to perform this level of analytics.
Related Client Management Suite Articles
Microsoft and On-premise
Last week Google launched embedded video chat from within Gmail and chat. First of all, wow. It has been an instant hit at Appirio and other customers of Google Apps. Immediately you can get crystal clear video and voice without almost any effort...
Read more about Microsoft and On-premise ...
Comparing observed behavior to project management
Coming back from a vacation is never easy. I have been trying to finish this post for the last week and time was just in short supply. Anyhow, I have finally caught up and gotten back to normal. In the last post I decided to embark on an experiment...
Read more about Comparing observed behavior to project management actuals...