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Hipmob Web Analytics Integration


Overview

Hipmob provides hosted live chat for mobile applications. You sign up with us, we give you a code, you either download our library and integrate it into your app (for iOS and Android) or include our chat widget in your web page (for HTML5), and you can then talk to your users, figure out what they want and what problems they are having, and make them happy. No servers, no extra steps or code to write, wherever the users are, you get to focus on what you do well. This document discusses Hipmob's web analytics integration.

Why?

Why does Hipmob even offer web analytics integration? In-app chat/live chat is one of the best ways to increase sales, transform support and strengthen your relationship with your customers. As with all channels that bring you value it is very important to measure the impact of what you are doing on your results. Web analytics tools such as Google Analytics and Mixpanel are an excellent way to see what is working for you (and what is not): the information they provide can be used to improve and enhance your sales and customer service practices. These are tools that are extremely widely used: in April 2012 Google reported that over 10 million websites use Google Analytics to measure the effectiveness of their online presence.
As we built out our HTML5 chat widget to extend Hipmob from just iOS/Android to the entire web we realized that there was an opportunity to add live chat to the existing web analytics tools that are already deployed on many websites: it would increase the visibility around HOW live chat is used, allow you to integrate live chat into existing sales and customer service funnels and in general allow the tools that are already being used to get the most out of your website to also be used on chat. When we also realized it would be pretty straightforward to do, well: we were sold!

Support

Our web analytics integration currently supports the standard integration of Google Analytics and Mixpanel: if you would like to get an account you can follow either of those links and signup for free.
Important Hipmob only supports the standard Javascript snippet provided in your Google Analytics account or your Mixpanel account: specifically we rely on the default _gaq or mixpanel javascript variables existing for our integration to work. If you are not using the default Javascript then our integration will not work.
If you would like to use Hipmob with a specific web analytics provider that is currently not supported reach out to us (you can use the live chat widget at the bottom of this page) or email us at support@hipmob.com: we'd love to hear from you.

Enabling Web Analytics

By default web analytics integration is not enabled. Visit the Integrations section in your Hipmob account's chat settings page and then select the Web Analytics tab.

Figure 1: the Web Analytics tab

This will show you options to enable/disable each supported web analytics provider (currently Google Analytics and Mixpanel) as seen in Figure 1 above. Enable the appropriate service, and then click the Update button. You will see a confirmation.

Figure 2: Web Analytics integration is enabled

And that's it. The analytics integration will be active for the next customer. You can come back to this screen at any time to disable or enable specific web analytics providers.

Events

The events supported are:
  • Chat Opened: every time the chat tab is opened up.
  • Chat Closed: every time the chat tab is closed.
  • Chat Initiated by Operator: when the first user-generated message in the conversation is sent by a human operator.
  • Chat Initiated by Visitor: when the first user-generated message in the conversation is sent by the website visitor.
  • Chat Message from Operator: a message was sent by the server. This could either be an autogenerated message (such as a greeting or away message) or a message from a human operator.
  • Chat message From Visitor: a message was sent by the website visitor.
  • Chat Accepted by Operator: a human operator accepted the chat session.

Additional event details that are specific to the web analytics provider in use are discussed below.

Mixpanel

If you already have Mixpanel integrated into your site then you don't need to do anything else: we'll take it from here. If you want to add Mixpanel to your site, you can sign up for free at https://mixpanel.com/register/ and then follow the instructions at https://mixpanel.com/docs/integration-libraries/javascript to add the Mixpanel Javascript snippet to your page. Once integration is enabled it will take a few minutes for results to appear
In Mixpanel, all the events will have the Hipmob App ID and Hipmob App Name properties set, and for certain messages (Chat Message from Operator, Chat Initiated by Operator, and Chat Accepted by Operator) the Hipmob Operator property will also be set.
In Mixpanel, you can see the events in the User stream (select Streams under Engagement, select Users and then select a user. Figure 3 below shows an example of one such conversation.

Figure 3: Mixpanel user event stream

Google Analytics

If you already have Google Analytics integrated into your site you don't need to do any thing else: we'll take it from here. If you want to add Google Analytics to your site, you can sign up for free at https://google.com/analytics and then follow the instructions at https://developers.google.com/analytics/devguides/collection/gajs/asyncTracking to add the Google Analytics Javascript snippet to your page. Once integration is enabled it may take up to 24 hours for results to appear.
In Google Analytics, all the events will have the category set to Hipmob, the action set to the event name and the label will either be the application name or for certain messages(Chat Message from Operator, Chat Initiated by Operator, and Chat Accepted by Operator) the value {Application Name} - {Operator Name}.
In Google Analytics, expand the Content section on the left sidebar, then expand the Events section and click the Top Events option as shown in Figure 4 below.

Figure 4: Google Analytics top events

This will show the Hipmob category as shown in Figure 5 below.

Figure 5: Hipmob event category

Click on the category to see the events as shown in Figure 6 below.

Figure 6: Hipmob events