Is Ecosystem Tracking for You?

Picture this. It’s just another month in your customers’ Self-Service and Support journey.

Great news! Every last session that involved a search and a click or a direct pageview exited from your Community. In other words, not a single one proceeded to your case creation form.

Congratulations! Pat yourself on the back for a job well done.

Err…Can this be right?

In short, nope! It cannot. Then why does it say zero Support Sessions?

The confusion you’re experiencing is the result of a now-past tracking limitation that we had in our session analytics. 

Before our Mamba 23* release, if you had a search client in your Community and a different search client in your Support Portal, where your case creation form also lived, you didn’t have true insight into the total number of sessions that went onto create a case after engaging with your content. In the Support Portal, you could see that engagements resulted in some percent of exits and some percent of case creation form visits, but all engagements in the Community appeared to exit without visiting support. This is because we only had the ability to track customer movement within the same domain – i.e., the same website – so if your customers moved onto your Support Portal after engaging in your Community, you’d never know.

But now – drum roll, please! – the customer-facing property that doesn’t contain the case creation form need no longer be in the dark. Everyone is invited to the Customer Journey Party!

Here’s how it works:

SearchUnify admins can create an Ecosystem to roll up the sessions of two or more search clients into one view.

• On a macro level in the Session Analytics Overview chart, you’ll be able to see the activities within the combined sessions of your Community and Support Portal and do a quick calculation of the percent of sessions that go on to create a case, as well as the percent that don’t.
• On a micro level, you can go into individual sessions within Session Tracking - Details and see each activity from beginning to end, from one site to the other, within the same session.
• We added a Search Client column to the Ecosystem version of this report so that you can tell where each activity takes place.

Intrigued? Configure it in your SearchUnify Sandbox to check it out! And if you’re interested in tracking customer movement to one or more properties that don’t have a search client but that you are federating within your Community or Support Portal, speak to your Account Manager, who can arrange a conversation with our Professional Services team to determine feasibility.

*Mamba 23 was our last twice-yearly release. Thus our 5-year tradition has come to an end. We are now on a monthly cycle and are super excited for this new era.