Introduction
Event Tracking enables you to track your end users' actions and analyze their behavior on your application. With Event Tracking, follow your end users' progress and behavior, even if they do not engage with Whatfix Content.
For example, consider a Flow that guides users to an end goal. Users might follow some steps of the Flow, but once they understand the process, they may close the Flow and still complete the task. Event Tracking tracks how many users complete a task, regardless of their engagement with the Flow.
Event Tracking also track behavioral data regarding user interactions within the application. The collected data provides insights into user interactions for organizations.
The insights from Event Tracking enable various teams, including product management, customer success, digital marketing, customer support, and more, to make data-driven decisions. Event Tracking data appears directly on the Whatfix Analytics Dashboard. Based on insights from Event Tracking, you can engage the right groups of users to efficiently drive business growth and understand user behavior.
Info:
Unlike Flows, Smart Tips, and Beacons, tracked events are not visible to end users.
How Event Tracking Works
Untracked and Tracked Events
The Tracking events panel in Whatfix Studio shows events on the following tabs:
Untracked events are elements that end users click in your application. Whatfix captures these clicks with Default tracking and lists the most-clicked elements under Suggested events to track.
Tracked events are events that you save from the Untracked events tab or create as new events. Analyze tracked events in Insights.
Tracking Modes
When you save an event, choose one of the following tracking modes:
Default tracking: Whatfix identifies the element for you. Default tracking supports the Click trigger only. Default tracking includes past click data, so you can analyze clicks that happened before you saved the event. Events tracked with Default tracking can’t trigger Whatfix content.
Advanced tracking: You identify the element with Element precision rules, and set where Whatfix captures the event with Visibility rules. Advanced tracking supports Click and other triggers. Advanced tracking does not include past data, so tracking starts when you Save and Publish the event. Events tracked with Advanced tracking can trigger Whatfix content.
Benefits of Event Tracking
Understand user responses and infer feedback
End users interact with the application in various ways, performing multiple tasks daily. A predictive mechanism to understand user journeys remains a priority, but taking small steps to track events and understand user feedback is essential. End-user engagement within the application provides feedback that enables organizations to understand users and make changes based on their behavior.
Drive intelligence by discovery
Event tracking provides an advanced method to understand users and how different user segments use the application. Multiple teams can discover insights based on user interactions. Event tracking serves as the connecting link between customer experience and key business metrics.
Make data-driven decisions
Event tracking enables data-driven decision-making at every point. All product decisions and changes in application design or usage derive directly from the data collected through tracked events.
Use Cases
Goal management
Goals enable organizations to achieve business KPIs. Often, end users claim to have completed assigned tasks as part of the application journey, but the Task List might not reflect task completion, leading to support calls or tickets.
For example, consider an onboarding Task List with three tasks: update profile name, update address, and upload documents. The three tasks represent onboarding goals. Using the Goal management capability, organizations can map a Goal to a task and obtain the actual task completion rate from end users. A task is considered complete if accomplished through Flows in the Task List or if end users complete it without in-app assistance.
Feature adoption analysis
When there’s a new feature release, such as Export to PDF in a dashboard, it’s important to know how many end users truly adopt it. Event tracking captures actual usage, regardless of whether end users followed a Flow or Beacon to get there. Product managers can validate adoption rates, while marketing and training teams can target non-adopters with the right nudges.
Target Whatfix content based on User Action completion
With User Actions set as Visibility Rules, you can decide exactly when end users should see Whatfix content. For example, when end users interacts with a tracked event such as exporting a contract, Whatfix can immediately trigger a Pop-up explaining compliance risks. Similarly, if end users don’t complete a task, you can display a Flow or Smart Tip to guide them to finish it.
Targeting content by tracked events keeps content timely, contextual, and relevant. End users see help when they need it most, without duplicate or unnecessary guidance.
Info:
Only events tracked with Advanced tracking can trigger Whatfix content.