It would be excellent if we could see how much traffic different articles in our knowledge base were getting over a specific time period. This would help us determine: if our help widget was increasing traffic to the support portal, as well as where we may need to improve our articles.
Another idea to provide even more granular data- it would be great to be able to see where the the user came from. We place the widget on many different pages/URLs, or send links to articles to our customers, so even a URL or "email" would help. There is another CRM we use that has the ability to "track" links and documents sent so that you can tell if the customer has opened, read, clicked, etc. what was sent. This feature works very well for us, and ensures we don't spend time explaining things before the customer has done their homework.
