Tracking custom events in Faqprime allows you to monitor how users interact with your helpbot and knowledge base. These insights help improve user experience, optimize content, and measure the effectiveness of your support.
Step 1: Identify Key User Actions to Track
Before adding events, decide which user interactions you want to monitor. Some common actions to track include:
- Helpbot Triggered (e.g., when the helpbot is initiated)
- Article Viewed (e.g., when a user views a specific knowledge base article)
- Feedback Given (e.g., when users rate the helpfulness of an article)
- Question Asked (e.g., when a user asks a question through the helpbot)
Step 2: Set Up the Event in Faqprime
Faqprime allows you to track custom events directly from user interactions with the helpbot or knowledge base. To implement custom event tracking:
1. Access the Faqprime dashboard.
2. Navigate to the “Event Tracking” section.
3. Define your event by entering:
- Event Name: Choose a descriptive name, such as “Helpbot Triggered” or “Article Feedback Received.”
- Attributes: Add additional data to the event like the article name, feedback score, or time spent on the knowledge base.
4. Integrate the event using Faqprime’s API. You can add this event to your product’s codebase by placing a snippet in key interaction points:
javascript
Faqprime.trackEvent('event_name', {
attribute_key: 'attribute_value'
});
Step 3: Use Events to Improve the Knowledge Base and Helpbot
By tracking user behavior, you can optimize your helpbot and knowledge base in the following ways:
- Identify Popular Articles: Track which articles are viewed most frequently and make them easier to access or promote.
- Improve Helpbot Responses: Monitor which questions users ask most often to improve the bot’s automated responses.
- Evaluate User Feedback: Track when and how users provide feedback on the helpfulness of articles, and adjust content based on the feedback.
Step 4: Analyze Event Data in the Dashboard
After adding custom events, you can view the results in your Faqprime dashboard:
Log in to the Faqprime dashboard and open the “Event Tracking” tab.
Filter events based on time or user segment to see how often an event occurs.
Analyze trends like which articles are most helpful or which questions are frequently asked but unresolved.
Step 5: Use Event Data for Automation
Custom events can also trigger automations:
- Send follow-up messages when users ask specific questions.
- Trigger updates when new content is added to the knowledge base.
- Generate reports on the most viewed articles or unresolved inquiries.
FAQ
Q: Why should I track helpbot and knowledge base events?
A: Event tracking helps you understand how users interact with your helpbot and knowledge base, allowing you to refine content, improve the helpbot’s effectiveness, and enhance overall customer support.
Q: Can I track events for all users?
A: Yes, Faqprime allows you to track events for every user interaction, whether it’s anonymous users visiting your knowledge base or logged-in users interacting with the helpbot.
Q: Can I stop tracking an event?
A: Yes, you can stop tracking an event by removing it from your list of tracked events in the dashboard.
