However, they cannot tell you semantic data about your application. For instance, Google Analytics cannot tell you the efficiency of your support reps, or the rate of participation of your customer community. It cannot tell you whether your users really “found” the answers to most of their questions or they just kept shooting in the dark till they got frustrated. It cannot tell you if ideas are languishing without votes or questions without answers. You will need special tools for that.
integrated statistics and analytics panel
that gives you just that ability. Here is a quick screenshot of how the stats dashboard looks like:
You can now use the unique user participation trend graphs to find out how many users are effectively engaging. Such stats let you figure out the effectiveness of the knowledge base that you have accumulated in your customer support community. How? Well, if the number of users visiting the site does not drop down (measurable using this dashboard or also from WebAnalytics tools), but the participation levels have gone down, then possibly users are finding their queries answered – just the nirvana you want to achieve through your support community. Of course, this analysis is not complete without measuring the participation or closure rate on topics raised. That brings us to the next graph
topic type segregation
feature that helps your users classify their queries / opinions into discussions or questions or ideas or problems. If you are running a customer support community area, it is very important that you are answering all user queries and problems on a daily basis. Ideas on the other hand need more thought, analysis before a response is made. The statistics dashboard can help you differentiate response periods for each topic type. The figure on the right side shows that user Questions need attention from your customer support representatives.
for your customer support community today. Improve your customer satisfaction!