Tracking & Analytics

Case Study: Enhancing Lead Generation Decisions with Advanced Analytics Funnel Exploration

Introduction

Our client, a renowned veterinary service with locations in Denver and Chicago, has always been committed to providing exceptional care for pets. To streamline their appointment process, our client implemented an online booking platform embedded via an iframe on their website. However, they faced challenges in tracking user interactions within this embedded booking system. By leveraging advanced analytic tracking and Google Tag Manager (GTM), we were able to gain comprehensive insights into user behavior, enabling our client to make data-driven decisions to boost lead generation.

The Challenge

The primary challenge was the inability to track user interactions within the iframe-embedded booking platform accurately. Traditional tracking methods fell short as they couldn’t capture detailed user activity within the iframe, leading to a lack of visibility into the booking process. This limitation hindered our client’s ability to understand drop-off points and optimize the booking flow.

 

The Solution: Advanced Analytic Tracking with GTM

To overcome this challenge, we implemented an advanced analytic tracking setup using Google Tag Manager (GTM). Here’s a step-by-step breakdown of how we achieved this:

  1. GTM Implementation:

    • We integrated GTM into our client’s website, ensuring it could handle complex tracking requirements.
    • Custom variables were created to read the events data that was pushed into the datalayer of GTM

  2. Iframe Tracking:

    • The programmer of our client developed custom JavaScript snippets the pushes events happening inside the iframe into the datalayer. This way creating communication between the parent page and the iframe.
    • This setup enabled us to track each step of the booking process within the iframe, providing detailed insights into user interactions.

  3. Event Tracking:

    • We defined and tracked key events, such as:
      • Start Booking: When a user initiates the booking process.
      • Form Completion: When a user completes and submits a form.
      • Appointment Confirmation: When a booking is successfully confirmed.
    • These events were crucial in identifying where users were dropping off and what steps were completed successfully.

  4. Data Layer Integration:

    • We utilized GTM’s data layer to store and manage information about user interactions.
    • This integration allowed us to send detailed event data to Google Analytics, creating a comprehensive tracking environment.
Online booking funnel stats in steps

Insights and Analysis

The advanced analytic tracking provided our client with detailed insights into user behavior throughout the booking process. One key finding was that 34% of users exited at the step where credit card information was required. Additionally, it was noted that most bookings were made using mobile devices. This raised concerns that users might be reluctant to enter credit card details on their mobile devices due to security or convenience issues.

Recommendations

Given these insights, we recommended considering the possibility of omitting the credit card information step to optimize for more bookings. By removing this potential barrier, our client could enhance the user experience, especially for mobile users, and reduce the drop-off rate.

Implementation and Results

The implementation of advanced analytic tracking using GTM, along with the collaboration of our client’s programmer and GYBO Marketing’s expertise in GTM and GA4, provided invaluable insights:

  • Increased Visibility:

    • Achieved full visibility into the booking process, even within the iframe.
    • Enabled tracking of the entire user journey, from the start of the booking to appointment confirmation.

  • Identifying Drop-off Points:

    • Analyzed tracked events to identify specific steps where users were most likely to abandon the booking process.
    • Addressed issues at critical points in the booking flow.

  • Data-Driven Decisions:

    • With detailed analytics data, our client was able to make informed decisions to optimize their booking platform.
    • Implemented changes such as simplifying form fields and improving load times based on the tracked data, leading to an enhanced user experience.

  • Improved Lead Generation:

    • Optimization efforts resulted in a smoother booking process, reducing drop-offs and increasing the number of completed bookings.
    • Directly contributed to higher lead generation and better client retention.

Conclusion

The advanced analytic tracking setup using Google Tag Manager transformed our client’s ability to understand and optimize their online booking platform. By capturing detailed user interactions within the iframe, we gained the insights needed to make informed decisions and improve their lead generation efforts. This case study demonstrates the power of advanced analytics in overcoming tracking challenges and driving business success through data-driven strategies.

Hire GYBO Marketing as Your Strategic SEO Partner

Scroll to Top