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maasplund
Contributor ⭐️⭐️
Mar 16, 2020 3:26 PM UTC
Solved

Click Through Tracking - Email Assist

Hello,

 

I am wondering whether click through rates are tracked via Gainsight or through Email Assist, and whether they should always be accurate or if there is a known discrepancy? I know there is a known discrepancy for open rates due to the end recipient having to download images. However, I have noticed a number of times that my Programs’ analytics are not reflecting click through rates accurately.

    sai_ram
    sai_ramAnswer
    Expert ⭐️⭐️
    May 26, 2020 11:13 AM UTC

    @maasplund Click through rates are indeed tracked through the Email Service provider of Gainsight. There might be some discrepancies in measuring clickstream analytics owing to various factors like Participants and Recipient's firewall settings. Also, if link tracking was enabled for that email template, this might be altered.

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    I hope this solved your query and marking as answered! 

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    6 replies

    kelly
    kelly
    Helper ⭐️⭐️⭐️
    Mar 16, 2020 4:30 PM UTC

    Are you looking at Total Rates or Unique?

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    maasplundAuthor
    Contributor ⭐️⭐️
    Mar 17, 2020 1:44 PM UTC

    I am looking at unique clicks

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    maasplundAuthor
    Contributor ⭐️⭐️
    Mar 17, 2020 1:46 PM UTC

    I found documentation regarding discrepancy in open rate analytics, and noticed within the documentation that it denotes “In Journey Orchestrator emails, the tracking link itself is embedded in the URL, so this is not an issue.”

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    maasplundAuthor
    Contributor ⭐️⭐️
    Mar 25, 2020 3:08 PM UTC

    Why has this been marked as solved? My question has not been answered. Above when I linked the documentation, I was simply pointing out that this is the verbiage that Gainsight has out there. However, I am seeing otherwise in my Programs. I have various scenarios where the customer has clicked a link, and it is not reflected in my Program’s analytics.

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    sai_ram
    sai_ram
    Expert ⭐️⭐️
    Apr 3, 2020 10:02 AM UTC

    Why has this been marked as solved? My question has not been answered. Above when I linked the documentation, I was simply pointing out that this is the verbiage that Gainsight has out there. However, I am seeing otherwise in my Programs. I have various scenarios where the customer has clicked a link, and it is not reflected in my Program’s analytics.

    I am sorry for the inconvenience! I am redirecting this to our support team.

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    sai_ram
    sai_ramAnswer
    Expert ⭐️⭐️
    May 26, 2020 11:13 AM UTC

    @maasplund Click through rates are indeed tracked through the Email Service provider of Gainsight. There might be some discrepancies in measuring clickstream analytics owing to various factors like Participants and Recipient's firewall settings. Also, if link tracking was enabled for that email template, this might be altered.

    ?name=inline-1146340290.png

    I hope this solved your query and marking as answered! 

    Translate
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