Likelihood to Recommend Matomo is a full-fledged website tracking and analytics tool. It offers everything and then a bit more that GA has to offer. I cannot conceive of any situation where this programme would be "less appropriate". You can use it for each and every website and do well with it. The data it provides includes everything you could wish for (country, IP, new user or not, actions taken, goals achieved etc.)
Read full review Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
Read full review Pros One of Piwik's strengths is the provision of customizable widgets for different bits of analytics data. The ability to add and remove them, change dates and more makes this a flexible way to visualize data. The visitor log section is also rich, providing date, keywords, actions and more in a single table, which makes it easy to identify your most effective content. And the visitor actions table includes both bounce rate and time on site, so you can quickly tell which pages have the most engagement. Data display is a strength for Piwik, as you have access to overview charts while simultaneously being able to drill deeper. Read full review Extremely fluid chat interface allows for easy communication. It can be used directly on a website page or as a widget. Allows the end user to translate the chat into their own native language. Notifies you with pending chats via on-screen notifications and sound effects. Read full review Cons From a user security standpoint it would be useful to provide users the ability to have two-factor authentication. While stats data is not necessarily sensitive in aggregate, some users may feel that certain portions need to be more secure. It would be nice if there was a tighter integration with the Google search/referrer API so that "keyword not defined" would be replaced more often with the actual keyword that is being used to send a visitor to a site. An easier branding method, maybe in the form of an API function set, that pulled branding URLs from a set of database fields would be great as well. Read full review Linking with a telephone, so the agent is only working on 1 channel at a time More simplified way to create and use templates Link users who may have provided us a new/different email from what we have on file for them Read full review Likelihood to Renew At this point, there is not a single conceivable reason as to why we would not renew and continue to use Piwik Analytics. Especially since it is a free program and open source. The product will only get better over time as more people look into it and donate to cause so that development can continue.
Read full review Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
Read full review Usability Piwik succeeds in presenting me (and my associates and my clients...) large amounts of data in a user friendly way. The interface and functionality can easily be customized. While some enhancements do need technical background (API calls by programming language from the webserver or javascript), others are easy to use (goal / event tracking)
Read full review Support Rating The best thing about the Matomo support is that they have a forum which basically you can find the answer to almost all of your questions and most of the time you don't need to contact them regarding your questions and problems but if you need help they will answer in a reasonable time slots.
Read full review Read full review Implementation Rating Only one hiccup when we were using a beta installation. Other than that, smooth sailing.
Read full review Alternatives Considered We have used
Google Analytics before for one of our online tools and we switched to Matomo for the other web applications we have. We did that because Matomo is free but mostly since we wanted us to own the data on these sensitive apps and not share it with third parties. Since we have the data locally, we can now apply machine learning techniques to improve the systems even more.
Read full review I prefer Zendesk Chat (formerly Zopim) over
Talkdesk , as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in
Talkdesk .
Read full review Return on Investment By using Piwik, we can better identify keywords used to search for the website and by targeting those keywords on search engine advertising (Google, Bing, Yahoo), it helps with conversion and also saves us money by cutting down guess work. By using Piwik graphs, it helps to save our employees time in creating pie charts and bar charts to present to upper management. Since Piwik is free to use, there is no reason not to implement it. Most likely, with your website, you will already have access to SQL and hosting package. There is minimal cost to implementing Piwik. M. Tan Assistant Manager of Communications
Read full review Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction. Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting. Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs. Read full review ScreenShots Matomo Analytics Screenshots