• April 23, 2015

AnswerDash Launches New Web Analytics Features

AnswerDash, a provider Web analytics technology, today launched analytics features that provide instant insights into users' behaviors.

Companies can use AnswerDash analytics to gain access into consumers' actual behaviors on their Web sites and mobile apps. 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.

Key AnswerDash analytics include:

  • AnswerDash HotSpots: Provides an at-a-glance view of exactly where on Web pages users have questions so companies can spot trends and problem areas, respond to issues, and proactively improve the user experience.
  • AnswerDash Answer Paths: Shows exact navigation patterns of users before and after viewing questions and answers, including where and when they make purchases or leave the site.
  • 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 assisted-service channels like live chat, phone, and email support.

"AnswerDash analytics provide a full view of the user in context on the Web site, right where interactions happen," said Jake Wobbrock, co-founder and CEO of 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. Understanding and responding to online user behavior is a huge competitive differentiator for multiple verticals, from SaaS to e-commerce."

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