Is it possible to track ALMOST GIVERS through online donation form?

Pat Piper · August 2016

The Executive Director at my place of employment recently attended the EAB conference in Washington, DC. She came back with lots of tasks for me. One of them is this I want to be able to see who landed on the online donation form in NetCommunity, started to fill it out, but left before completing the donation transaction. I would like to be able to call or email the person who landed and offer assistance with any issues they may have encountered on the donation form. I just did an exhaustive look through Google Analyticcs and have enabled eCommerce tracking on our donation and event registration forms. I'm just wondering if this is even possible - one of our staff was purchasing something online and left the form before completion and she received a phone call the next day asking how they could help. How is that possible? Is it possible?

Thanks,

Pat

Joy park · August 2016

I would be curious to learn more about this because when I searched KB, I only found that "No, you can't embed Google Analytics into NetC pages because of Security Concerns".

Yet I read a bunch of stuff on these forums about Google Analytics and how others are using it! :(

Rebecca Leifert · August 2016

Hi Joy & Pat,

You can definitely add Google analytics to your BBNC site and even specific tracking codes from ad campaigns to specific pages so step one is a piece of cake. Joy - you add the tracking code for the site as a whole in the administration area of BBNC.

Step 2: Tracking users who land & abandon without completing form/donation is a different story. I found this article: https://kb.blackbaud.com/articles/Article/67281 for adding tracking to donation & registration forms, but haven't personally implemented the solution to see how well it works. Pat - this article should help lead you through the last steps of what to do in BBNC to get the information you're looking for...I hope.

I'd love to know what the results are of your eCommerce tracking testing so I can implement/test myself down the road so please keep us posted!

Amanda Johnson · August 2016

I would love it if we could see the people who abandon their donation before completing it. Even better if we could get a notification when someone attempts to donate but the transaction doesn't go through. When I spot these in BBMS I contact the person if I can and often find the problem was just user-error and they are so glad I called to help them. Would be fantastic if I could get notifications of these failed transactions in real time.

Suzanne Murray 2 · August 2016

Hi Pat,

I am just starting to look into this also. I am working on improving our email conversions and would love to streamline our forms a bit. Did Rebecca's solution work for you?

Thank you!

Suzanne

Is it possible to track ALMOST GIVERS through online donation form?

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