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Chat on your website? Don’t forget to tie in Google Analytics

A quality live chat product on your dealership website is a great way to greet shoppers and start the sales or service experience. But if two to four percent of visits turn into a live chat conversation, it can show up as bounce in your Google Analytics reports when they submit lead information and don’t return to the site.

Google Analytics is one of the most complicated free gifts I’ve seen since my last erector set. It is an incredibly powerful tool that I liken to driving a Prius using the cockpit of a Boeing 777 commercial jet. There is a reason dealers turn to specialists like Brian Pasch, Paul Potratz, JD Rucker, C-4 Analytics and other companies to set up and help analyze their Google Analytics. Figuring out Campaigns, Custom Variables, Event tracking, and User timings can be daunting enough. Then throw in Experiments, Multiple domains, and User timings. Then throw in some customizing and Async tracking and you have a recipe that only a master chef from Paris (or a programming PhD) can mix together.

As far as tracking visitors who jump into a chat conversation, different chat providers have different methods and capabilities. Contact them and see if they have the means to include their chat conversation pages in the Analytics report using your key or other method. Then include it in your event tracking, experiments, reports, and other customizations.

As chat software and managed chat continue to grow in importance as an integral part of dealership digital marketing strategies, including it in analytics reports becomes more important, as well.

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Tom LaPointe CarChat24 Marketing Consultant
www.carchat24.com/ 24/7 Interactive Automotive Dealer Website LIVE CHAT Solutions Managed Chat, Backup Chat Support, and chat software options 727-638-0195

A U.S. Marine Corps veteran, Tom has an MBA in Marketing and is an automotive writer and author with nearly 20 years experience in virtually every aspect of the retail auto industry. He has been involved with the internet from the beginning, building websites at Johns Hopkins University in the 90's, and has been a performance leader in nearly every dealer role, from sales and service, to BDC / internet sales and viral marketing.

Views: 130

Tags: Potratz, Rucker, chat software, google analytics, live chat, managed chat

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