Form Analytics in Freshworks CRM helps you monitor how customers interact with your online form.

To create a form,

  1. Go to Web Analytics and Management > Form Analytics

  2. In the Forms list view, click the New button. 

  1. In the Create Form Analytics box that appears, enter the name of the form. For example Signup form.

  1. Enter the URL of the form and click the Load Form button

  1. Under the CHOOSE THE FORM section,  you can load the form automatically or manually input the form name/ID as an input value.

    1. Via URL: The list of forms contained in the given URL will be loaded with their respective form name, id, and the number of fields. In case your page has multiple forms, then you will have to select only one form to track it. Selecting a form displays all the fields involved in it.

  1. Manually: Sometimes, there may be instances when the forms cannot load. Freshworks CRM can track AJAX form submits (i.e.) forms that confirm submissions dynamically without reloading the page or changing the URL of the web page. Freshworks CRM provides you with an option to load online forms manually by giving the form name/ID as an input value, instead of URL.

  1. Under the DEFINE TRACK CONVERSION section, you can track conversion in the web form in two ways:

    1. Page redirected after form submission

Freshworks CRM lets you track web forms by providing the URL of the page that is loaded immediately after a form is submitted. This helps users to track converted visitors and drop-off visitors on form conversion.


Example: Thank you page and product summary page.

Enter the URL of such a page in the Track Conversion section. Add Freshworks CRM’s JS snippet to the tag of the mentioned page.

The conversion URL can have the following match types:

  • URL is

  • REGEX

  • URL Starts with

  • URL Ends with

  • URL Contains

  • Custom Goal

URL

Description

URL is

Use this option if your form conversion URL is static. We ignore query params in this URL.

URL Starts with

Use this option if your form conversion URL is dynamic and starts with a particular string.

URL Ends with 

Use this option if your form conversion URL is dynamic and ends with a particular string.

URL Contains 

Use this option if your form conversion URL is dynamic and contains a particular string.

REGEX

Use this option if your form conversion URL is dynamic and follows a specific pattern.


  1. After triggering an event

  • Choose Custom Goal in the Define Track Conversion section.

  • Enter the name of an event and a snippet will appear. Now, add the snippet to the corresponding event to track your form.

Note: 
1) For websites with no redirect page such as the Thank you page, forms can be tracked by triggering an event. This method of tracking forms is employed when your form involves an AJAX request that loads elements dynamically, without any change in the URL.
2) Most of the forms come with a button to submit the data entered by the user. Providing the event associated with such buttons can track web forms.
3) The custom event goal is essentially a call to the Freshworks CRM JS snippet. This snippet identifies the event and eventually, the form is tracked.
  1. Click the Launch Experiment button. 

  1. A success message pop-up box confirming the form load appears. Click Okay, Got it.

  1. You can view the experiment created in the Forms list view with the status as ‘Running’. 

  1. To capture website visitors, install the Freshworks JS code to the <head> element of your web page. Go to Admin Settings > Tracking Code for Marketing to copy the code

If there are specific pages for the experiment to run on, click the URL TARGETING section to configure them.


To view the report for a form,

  1. In the Form list view, click on the form for which you want to view the reports

  1. The following screenshots are some examples of how the report would look

Freshworks CRM also gives you the option to send the report as an email attachment or schedule the report to be sent on a daily, weekly, or monthly basis.