Customer Journey Mapping: Google Analytics + Zendesk
What do customers do before they call or book? askotter reads Google Analytics and Zendesk together and answers it for your business, by text.
How does customer journey mapping with Google Analytics and Zendesk work for a small business?
askotter reads Google Analytics and Zendesk side by side so it can map the path customers take across your accounts. The whole path in one view, with every visit and decision point on it.
Read the full answerShow less
The owner asks follow-up questions by text.
- From Google Analytics
- Sessions and pageviews, User demographics and geography, Traffic source and medium.
- From Zendesk
- Ticket volume and resolution, CSAT scores, Agent performance.
- Status
- Zendesk is on the integration roadmap, so the matching described here starts when that connector ships.
- Not for
- Replacing Google Analytics or Zendesk. Both keep working exactly as they do now.
What do customers do before they call or book?
On paper the path is simple: someone sees an ad, visits the site and books. In real life they search twice, read reviews and come back days later on a different phone. Each tool sees only its own piece.
How askotter handles it
askotter reads Google Analytics and Zendesk side by side, so it can map the path customers take across your accounts.
A person checks the result before it reaches you. This is part of our GA4 setup work.
How Google Analytics and Zendesk records line up
Google Analytics and Zendesk share no customer or visit identifier. askotter puts them on one timeline instead, so a change in GA4 sessions can be read against what Zendesk recorded in the same hours.
What customer journey mapping uses from each
Customer journey mapping needs the order of events for one person.
From Google Analytics that means the sequence of pages and events in each session. From Zendesk it means support contacts in the order they happened.
These two tools hold no shared customer identifier, so per-customer answers need a third connected tool that each side can match, such as GA4 or your CRM. Daily totals work with these two alone.
Zendesk is on the integration roadmap, so the matching described here starts when that connector ships.
What each tool sees on its ownShow less
Google Analytics on its own
GA4 sees what people do on the site. It does not see refunds, repeat purchases made offline, or the deal a lead turned into later.
Timing. GA4 collects events in near real time, and Google says standard reports can take 24 to 48 hours to finish processing.
Access. The GA4 Data API with read access to the property.
Zendesk on its own
Zendesk sees the complaint and how it was handled. It cannot see what the customer is worth or whether they bought again.
Timing. Zendesk timestamps every ticket, reply and status change.
Access. The Zendesk Support API with a read-only token.
Related guides
- How to Track AI Traffic in Google Analytics. It is already in your analytics. It is just filed under Referral with everything else.
- SEO Forecasting: What the Models Get Wrong. Every SEO forecast is a chain of estimates multiplied together. Understanding which link is weakest tells you how much to trust the number.
Services that use these connections
Other analyses: Google Analytics + Zendesk
Questions about Google Analytics + Zendesk
Do I need a developer to connect Google Analytics and Zendesk?
How is askotter's Customer Journey Mapping different from what Google Analytics shows on its own?
Google Analytics + Zendesk is coming soon
Talk to us about your timeline, and we will confirm the launch date before you commit.
Self-managed is $99/mo and scales with the compute you use. Our team runs it from $600/mo.