We recently added webhooks support to Fin Analytics so you can send your events data to any other service in realtime.
In this post, I’ll walk you through how the Fin ops team used webhooks, Zapier, and Slack to setup a new process for paging the manager on-call via the Fin Analytics Chrome Extension.
What we did and why
Historically, when a member of our ops team needed help with a piece of work, they’d do one of the following: DM someone on Slack, directly ask the agent sitting next to them, raise their hand to get the attention of the manager on call, ping the #ops-backchannel Slack channel.
There was no consistency, no tracking, no process.
We wanted a single channel for asking for help with as little friction as possible. So, we setup the Annotation button in the Fin Analytics Chrome Extension to allow anyone on our team to ask for help without navigating away from the page they are working on.
How we set it up
Zapier is a service that allows you to pipe data between business applications without any help from your engineering team (it’s kind of like the old Yahoo Pipes, rebuilt for enterprise).
In Zapier, create a new Webhooks Zap.
Set the type to Catch Hook:
Copy the URL from the View Webhook step.
In Fin Analytics, goto Settings > Webhooks and Add a Webhook. Paste the URL from Zapier into the HTTP Post Url. Check Annotation Events and set Active to on.
Back in Zapier, add a Filter step.
Use the Only continue if… setting.
In Filter Setup & Testing, make one rule, Event Name is “annotation“:
Finally, add a new Slack Action.
In Select Slack Action, choose New Channel Message.
In Select Slack Account, follow the instructions to connect your Slack account to Zapier.
In Set Up Slack Channel Message, select the Slack channel to send to (we use #mgr-on-call), and customize the message contents.
We ping the channel with @here, then include:
- `annotation__author_name` – person asking the question
- `work_segment__fa_link` – link to video of person’s session
- `annotation__text` – the question
- `work_segment__page_url` – where they were when they asked
- `work_segment__page_title` – name of page where they asked
Here is what it looks like in Zapier:
And in Slack:
Beyond the lower friction experience for agents asking for help, we got the added benefit of consolidated data tracking using the new system.
Within the first month of implementation, we saw the following results:
- Top ⅓ Askers (4-7 questions / day): +29% Quality Score
- Middle ⅓ Askers (2-4 questions / day): +14% Quality Score
- Bottom ⅓ Askers (0-2 questions / day): –24% Quality Score
One of our initial hypotheses was that some agents were relying too heavily on the manager on call, but once we saw the data, we were convinced asking for help more often really was worth the time because of the dramatic impact on quality.
Because the Fin Analytics Chrome Extension consumes all browser activity (in addition to recording user authored annotations), you can imagine many other similar integrations built on top of a similar framework, such as:
- ping a Slack channel whenever someone visits a sensitive internal resource
- log distinct profiles visited on LinkedIn by your recruiting team to an Airtable
- catalog newly discovered shared resources by adding Annotations with a tag like “Travel”
- log the time of employees’ visits to the login and logout pages of an internal tool to clock them in and out of a timesheet