Analytics
Last updated
Last updated
Gather insights about customer behavior which in turn helps you to work on various functionalities increasing the efficacy of Chatman.
Customer Insights helps you to understand your bot’s customer engagement.
You can see the number and percentage of customers who are:
Active: they have sent or received a message from your bot in a given period.
New: they have started a conversation with your bot for the first time in that period.
Returning: they have interacted with your bot before, but not in the previous period.
This can help you measure your customer base’s growth and retention, and identify potential areas for improvement or expansion.
Conversation Insights helps you monitor your bot’s customer interactions.
You can download a detailed report that shows:
How many conversations were initiated by your bot or by your customers.
How many messages were exchanged in each conversation.
How long each conversation lasted.
What the outcome of each conversation was.
This can help you evaluate your bot’s effectiveness and efficiency and identify any issues or gaps in your bot’s logic or functionality.
Template quality helps you optimize your bot’s templates.
You get to see the quality of all your send templates whether its high, medium or low.
This can help you improve the relevance and engagement of your templates and avoid sending spammy or unwanted messages to your customers.
Analyzing message source helps you understand your bot’s customer acquisition.
You can see the number and percentage of conversations initiated by your customers through different sources:
Direct: the customer opened a chat with your bot from their contact list.
Message link: the customer clicked on a link that opened a chat with your bot.
Ad-click: the customer clicked on an ad that opened a chat with your bot.
This can help you analyze and optimize your marketing and promotion strategies and your budget and channels for acquiring new customers.
Channel Insights helps you understand your bot’s channel performance.
You can see the number and percentage of conversations started by your customers through different channels, such as:
Manually: the customer typed a message to your bot directly.
Google sheets: the customer used a google sheet to send a message to your bot.
CRMs: the customer used a customer relationship management system to send a message to your bot.
And more: the customer used other channels to send a message to your bot.
This can help you understand your customers’ preferences and behaviors, and tailor your bot’s experience and features to suit different platforms and devices.
It shows a summary of the agent’s report.
You can see the performance of each agent, such as:
How many tasks were assigned to them.
How many conversations they replied to.
How many cases they successfully closed.
Their average response time and satisfaction rating.
This can help you manage your workforce, reward your best performers, and provide feedback and training to your agents who need improvement.
SentiTrack analysis helps you measure and improve your bot’s customer satisfaction and loyalty.
You can see the performance of each SentiTrack survey, such as:
How many surveys your bot has sent to your customers.
How many were delivered, read, and replied to by your customers.
The total response rate for each survey.
The average sentiment score and feedback for each survey.
This can help you gauge the overall satisfaction and sentiment of your customers and identify any areas of improvement or praise for your bot.
You can get analytics of any date, say the last 7 days, last month , last year, or even in a custom range of your choice. Simply click the calendar button available on each page, set your date and click apply.
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For all the above-mentioned insights, you can download the graphical statistics by simply clicking on the download button available on each analytics page.
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