Analyzing Customer Behavior
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      1. Using swivl
      2. Performance & Analytics
      3. Analyzing Customer Behavior

      Google Analytics

      GTM and GA4 collect movement statistics on your users

      During onboarding, we’ll send you Google Tag Manager (GTM) codes. As soon as these codes are properly implemented on your website, Google will begin collecting demographic and movement statistics on your users. These numbers are displayed in charts and graphs on their Analytics website (https://analytics.google.com).

      Overview

      On the Home page in the lefthand panel, you’ll see how many total users have visited your website, how many of these were new users, their average engagement time, and more.
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      💡Pro tip: to drill down further into any section, click the blue arrow in the bottom right. The default time period is the last 7 days, but that can be adjusted by selecting the dropdown in the lower left.
       
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      In the righthand panel, you’ll see realtime information: how many users have visited your website in the past 30 minutes and which country they’re located in.
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      Reports

      Click “View reports snapshot” or hover over the leftmost sidebar and click Reports to get to the Reports section.
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      This section shows you what channels your new users are coming from,
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      which pages are getting the most views,
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      your top events, and more.
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      Events

      Navigate to the Events section by choosing “View events” or clicking Events within the Engagement tab in the sidebar:
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      This is where you’ll see all of the events that have been set up for your site. An event is triggered when a user performs a certain action. For instance, when a user views a new page, a page_view event is triggered.
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      Any of the events that begin with “chat” are only triggered when users are interacting with your swivlBot.
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      Additional Resources

      This should be enough to get you started with Google Analytics. For more information, visit Google’s Help Center at https://support.google.com/. Their Analytics Academy also offers free, interactive courses for beginners at https://analytics.google.com/analytics/academy/

      Event Tracking in GTM

      swivl Chat User

      • # of visitors who open chat
        • New User
          • GTM Event Name: chat_open_new
            • GTM Tag: Saves “New” to the custom dimension named “swivl Chat User”
        • Return User
          • GTM Event Name: chat_open_return
            • GTM Tag: Saves “Return” to the custom dimension named “swivl Chat User”
      • CTA Feature
        • CTA Shown on Desktop
          • GTM Event Name: chat_cta_desktop
        • CTA Shown on Mobile
          • GTM Event Name: chat_cta_mobile
        • CTA Selected on Desktop
          • GTM Event Name: chat_cta_selected_desktop
        • CTA Selected on Mobile
          • GTM Event Name: chat_cta_selected_mobile

      swivl Customer Persona Types

      Leads are prompted to select between Potential or Existing Customers within the chat.
      • Potential Customer
        • GTM Event Name: chat_potential_customer
          • GTM Tag: Set “swivl Persona” custom dimension value to “Potential”
      • Existing Customer
        • GTM Event Name: chat_existing_customer
          • GTM Tag: Set “swivl Persona” custom dimension value to “Existing”

      swivl Funnel

      • Lead Information Captured by swivl
        • GTM Event Name: chat_lead
          • GTM Tag: Set “swivl Funnel” custom dimension value to “High Purchase Intent”
          • We trigger "chat_lead" via GA whenever a customer gives us their contact info, regardless of the persona type.
      • # of people who input Zip Code or Location  
        • GTM Event Name: chat_location_capture
          • GTM Tag: Set “swivl Funnel” custom dimension value to “High Purchase Intent”
      • # of people who inquire about your inventory
        • GTM Event Name: chat_check_inventory
          • GTM Tag: Set “swivl Funnel” custom dimension value to “High Purchase Intent”
      • # of people who we sent to a store page or showed inventory to
        • GTM Event Name: chat_show_inventory
          • GTM Tag: Set “swivl Funnel” custom dimension value to “High Purchase Intent”
      • # of chats that inquire about a storage size
        • GTM Event Name: chat_storage_size
          • GTM Tag: No custom dimension is set
      • # of chats that inquire about a storage cost
        • GTM Event Name: chat_storage_cost
          • GTM Tag: No custom dimension is set
      • # of chats that inquire about storage features
        • GTM Event Name: chat_storage_features
          • GTM Tag: No custom dimension is set
      • # of people who trigger "Talk to Human" Intent
        • GTM Event Name: chat_escalation
          • Set “swivl Funnel” custom dimension value to “Problem Resolution”
      • # of chats that inquire about the lease process
        • GTM Event Name: chat_lease_process
          • GTM Tag: No custom dimension is set
      • # of chats that inquire about the purchase process
        • GTM Event Name: chat_purchase_process
          • GTM Tag: No custom dimension is set
      • # of chats that inquire about the move process
        • GTM Event Name: chat_move_process
          • GTM Tag: No custom dimension is set
      • # of chats that inquire about managing their account
        • GTM Event Name: chat_manage_account
          • GTM Tag: No custom dimension is set
      • # of chats that inquire about their gate code
        • GTM Event Name: chat_gate_code
          • GTM Tag: Set “swivl Funnel” custom dimension value to “Problem Resolution”
      • # of chats that inquire about paying their bill
        • GTM Event Name: chat_bill_pay
          • GTM Tag: Set “swivl Funnel” custom dimension value to “Pay Bill”