Analytics
View chat & admin performance across all channels in one place
Analyze Team Performance across Analytics
Summarize the results and performance of the admin team's chat responses across all Social Media and E-commerce channels. View detailed insights for each sales channel, including daily chat volume, chat response rate, chat volume per channel, admin response rankings, and much more to help analyze data and improve the admin team's efficiency.
Chat Summary
View a summary of all chat performance from the admin team across various channels, whether social media or marketplace. Filter by specific channel to gain further insight into how each individual channel is performing to improve performance across all integrations.
Metrics
Various metrics enable the admin team to understand the number of daily incoming chats, overall response rates, or performance on each platform. Metrics include:
Number of new customers vs number of existing customers
Keep track of new and returning customers in a specific time period
Number of customer chats
Monitor how many customers are messaging you every day
Chat response rate within 12 hours
View the percentage of chats that are responded to within 12 hours
Average response time
Analyse the average response time of your team to track how long customers are waiting
Chat Response Rate
Maintain store standards on the platform to prevent a decline in chat response rates, which can affect store scores. By tracking and analyzing real-time chat responses, keep store scores high, enhancing customer satisfaction and business credibility.
Customer Chats by Time of Day
Analyze data and summarize the number of customers who send messages at certain times during the day so that you can plan your capacity and admin shifts around the busiest periods
Individual Team Rankings
View the best performing admins across a range of metrics such as fastest to respond, most number of chats answered etc. to reward your top performers
Performance by Agent
Detailed performance analysis of each admin, including the number of chats responded to, missed chats, response rates, and more. Monitor each admin's performance closely and use the data to improve the admin team's operations.
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