AnswerDash, a provider of contextual point-and-click answer technology for Web sites and Web apps, has launched an analytics tool that provides instant insights into users' behaviors. The solution highlights customers' questions in context on a site or app, allowing businesses to leverage user data to improve user experience and optimize conversation rates.
By illuminating users' questions, where and when users seek help on Web sites and apps, and which customer service answers are most effective in driving conversions, AnswerDash analytics provides its customers with real-time insights into user behaviors.
"AnswerDash analytics provide a full view of the user in context on the website, right where interactions happen," said Jake Wobbrock, co-founder and CEO, AnswerDash, in a statement. "Instead of guessing why users abandon, AnswerDash empowers businesses with data around where and when users encounter roadblocks, allowing UX designers to double down where they are winning and make powerful design improvements where they are not.”
Key AnswerDash analytics include:
- AnswerDash HotSpots: Provides an at-a-glance view of exactly where on Web pages users have critical and popular questions so companies can spot trends and problem areas, respond to issues more quickly and proactively
- AnswerDash Answer Paths: Shows exact navigation patterns of users before and after viewing questions and answers, including where and when they make a purchase or leave a site. Companies can improve help content at points of abandonment to increase conversions.
- Benefits Data: Evaluates the helpfulness of question and answer content through customer satisfaction ratings and highlights the value of AnswerDash self-service in terms of saved ticket resolution time and saved support costs.
- Usage Data: Reveals which questions in AnswerDash have the highest views to learn what users are most confused about. Also shows how many people are using AnswerDash on a site and benefiting from instant self-service answers instead of using costly assisted-service channels like live chat, phone, and email support.