Analytic on self-service and customer portal
It would be nice to be able to add a tracking code (Google, WebTrends, or Omniture) to self-service and customer portal screens so usage of these items could be analyzed.
For instance, eporting within Salesforce.com is limited around KB usage. Yes, you can see how many cases and views on KB articles, but you can't get reports on what search terms customers are using and their behavior after they search. Did they look at an article then leave the site (not all people hit the Yes/No button on KB articles to indicate if it was useful), did they look at several articles after the search then go to the page for contacting support, did they search and review some articles then submit a case online? All these are important questions one needs to answer to help determine the usefullness of your customer portal.
As many businesses already have some type of web analytics from one of the major providors, this would give them the opportunity to use an existing enterprise application of which they are already familiar to perform this level of analytics.
For instance, eporting within Salesforce.com is limited around KB usage. Yes, you can see how many cases and views on KB articles, but you can't get reports on what search terms customers are using and their behavior after they search. Did they look at an article then leave the site (not all people hit the Yes/No button on KB articles to indicate if it was useful), did they look at several articles after the search then go to the page for contacting support, did they search and review some articles then submit a case online? All these are important questions one needs to answer to help determine the usefullness of your customer portal.
As many businesses already have some type of web analytics from one of the major providors, this would give them the opportunity to use an existing enterprise application of which they are already familiar to perform this level of analytics.
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