Understanding Olark using your your Google Analytics Dashboard

Google Analytics is a powerful tool that helps you understand how visitors interact with your website. Olark is a powerful live chat tool for engaging the visitors to your website. We'll assume you have already configured your olark account with Google Analytics and have some data.

In this tutorial we will tell you how to put the two together to to understand exactly how Olark live chat helps improve your sales, and how your visitors interact with Olark on your website.

To get the most out of Olark in Google Analytics, we highly recommend that you configure Goals, Funnels, and the Ecommerce options for Google Analytics. Configuring these parts of Google Analytics will not just help you get more from your Olark Statistics, but give you a much better understanding of your website as a whole. If you need help configuring Goals, Funnels, and the Google Ecommerce options, contact Sales@olark.com and we will recommend a consultant to help you get more from you statistics.

Let's understand how Olark makes you money.

There are two ways that Olark exports information to Google Analytics, the first is "event tracking" which is enabled for all customers using Olark's Google Analytics integration, and the second is "User Defined Variables" which are enabled only for our customers who selected "Advanced tracking features" from their customizer.

Google Analytics helps you understand how Olark is making you money.

You will need to configure Google Analytics Goals and the "Advanced Tracking Features" checkbox to be checked inside of the Olark Customizer to understand how Olark makes you money. If you do not have Goals or Ecommerce features enabled, feel free to send us an email at Sales@olark.com and we'll see what we can do.

1. Log into the Google Analytics account that is linked to your Olark Account.
2. Navigate to the Google Analytics Dashboard for the site you are reviewing
3. Using the menu on the left, select Visitors.
   
4. Under visitors select "User Defined"
   
5. Now this is the most interesting part of our Google Analytics integration. You can see how having a conversation with a customer on your website affects their likelihood of buying your service (or reaching a certain goal), which service representatives are doing the best job, and how much money each representative is bringing in. By selecting between the tabs in the upper left (Goal Set 1 and Ecommerce).
   
6. Here's a great example of how this information is useful. At Olark we try to be very responsive to our customer's needs. We have configured a Goal in Google Analytics to detect when a customer signups up for a new account. Inside of our Goals panel we can see that on average, 14% of visitors who signup also talk to us. Whereas only 8% of our visitors to our site signup. In short whether or not someone has talked to us is a pretty good indication of whether or not they are likely to signup for our service, and those people we do talk to are more likely to signup for our service.
   
7. Another good example is that customers who talked to us are 3-4 times as likely to purchase a plan as those who have not. Both of these statics come directly from comparing our "user defined" values with goal performance inside Google Analytics.
   
8. If you are using Olark on your site, and find out something exciting using our Google Analytics integration, we'd be really excited to hear more about it. Let us know on the Olark Chat Box or send us an email sales@olark.com.

How Google Analytics helps you understand how your customers are using Olark

1. Log into the Google Analytics account that is linked to your Olark Account.
2. Navigate to the Google Analytics Dashboard for the site you are reviewing
3. Using the menu on the left, select Content.
   
4. Under content select "Event Tracking"
   
5. On your right in the overview pane you should see you now have a new category of events called "Olark Chat" events.
   
6. Click on the "view all" link to see information about the all events collected from the Olark chat box.
7. 
   The important columns of this table are "Unique Events" and "Total Events". The "Total Events" column keeps track of the total number times a particular visitor on your site has performed a particular action (i.e. total messages sent). The "Unique Events" column lists the number of visitors who performed that event (i.e. 1 user sent 1 or more messages). For example, if the visitor send 100 messages, we would add 100 to the "Total events" column, and 1 to the "Unique Events" column. In most cases the "Unique Events" column will be more interesting to you.
8. If you click on the event labeled "Operator sent a message" you can drill down into the individual operators who have sent messages to your customers.
   
   Here you can see the number of visitors that each operator talked to during this period.
9. Look for more tips and tricks in the future. We will be adding a tutorial explaining how to use Custom Reports to get even more from Olark and Google Analytics.