Features

Analytics

View chat & admin performance across all channels in one place

Analytics

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:

Reply to chat

Number of new customers vs number of existing customers

Keep track of new and returning customers in a specific time period

Customer Chats

Number of customer chats

Monitor how many customers are messaging you every day

Chat Response Rate

Chat response rate within 12 hours

View the percentage of chats that are responded to within 12 hours

Avg. Response Time

Average response time

Analyse the average response time of your team to track how long customers are waiting

Chat Response Rate

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

SLA
Admin Replies Chat

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.

Admin Replies Chat

Demonstration video

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