Answer
Sep 08, 2021 - 02:57 PM
Answerbase will track the number (and value) of orders that your Q&A content and engagement is assisting in for your ecommerce site. You can see these reports under "Reports > Conversions" within your administration dashboard.
Currently the reporting is reporting on (1) the total volume of orders and (2) the total value of the orders where Answerbase is able to track that the end user has engaged with the Q&A content or capabilities within your ecommerce site. Answerbase uses the browser's "local storage" to record an event when a customer has proven engagement with the Q&A functionality or content and then recognizes that record with the conversion tracking script if/when the user converts a sale.
Answerbase only wants to track an action by a visitor where we're 100% sure they've engaged with the Q&A functionality or the content, as to ensure that we're accurately/honestly communicating when Answerbase's capabilities and the content that it facilitates the creation/sharing of is involved in the customer journey towards a purchase.
Examples of different engagements that Answerbase tracks are as follows:
Here are some items that should be noted and recognized related to this capability:
Currently the reporting is reporting on (1) the total volume of orders and (2) the total value of the orders where Answerbase is able to track that the end user has engaged with the Q&A content or capabilities within your ecommerce site. Answerbase uses the browser's "local storage" to record an event when a customer has proven engagement with the Q&A functionality or content and then recognizes that record with the conversion tracking script if/when the user converts a sale.
Answerbase only wants to track an action by a visitor where we're 100% sure they've engaged with the Q&A functionality or the content, as to ensure that we're accurately/honestly communicating when Answerbase's capabilities and the content that it facilitates the creation/sharing of is involved in the customer journey towards a purchase.
Examples of different engagements that Answerbase tracks are as follows:
- Asking a question where an answer is autosuggested
- Users clicking to expand a longer answer shown through the Q&A widget
- Posting a new question
- Customer visits Q&A landing page and goes through to product and converts
Here are some items that should be noted and recognized related to this capability:
- Longevity of Local Storage Records: The browser "local storage" will maintain the record of the event until it may be cleared (see an post about when local storage may be cleared for different browsers). Currently Answerbase reports back on any Q&A engagements if any record is within the local storage and the way that local storage works there isn't a specific "expiration" assigned to that record, but we do have plans within our road map for the future to make "conversion assists" reporting more granular so you'll be able to judge things like who long after the initial engagement did the customer convert, does that customer turn into a repeat customer, average order value comparison with people engaging with Q&A vs not (we have customers communicating a rise in average order value), etc.....so we're working to equip you with all of the data we can over time to ensure you know the value of all of your engagements and content.
- Note on Common Mistake: Please note that if your conversion tracking script is not implemented properly, sometimes customers experience the total sales amount that Q&A has assisted in appears to be very large. If you're experiencing this, you may be inserting the total sales value as "$3000" without a decimal....as opposed to "30.00" with a decimal. If you find that your sales numbers seem to be unrealistic based on your average order size, please check the values being passed into the conversion tracking script to ensure that a decimal point is being inserted appropriately so Answerbase is being supplied with an accurate order value to report.
