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Steer the wheel of data thanks to Watermelon’s extensive statistics

Bettering your service without any measurement is hardly possible. In order to thrive as a business you need not only data, but extensive results per month, or even day. Measure your achievements day in, day out to make sure you’re improving constantly. Without the necessary or accessible data, your limits are set. Yet with Watermelon’s extensive and user-friendly statistics, you will discover that the sky’s the limit. Read the article below and immediately start improving.

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The value of data is becoming more and more extensive. You need this data in order to thrive as a business. With our statistics you can set goals in advance or use previous results to educate your employees. Because you can save conversations or create tags for them, you know exactly in what way the conversation is held and how you can improve it. You can choose to create the tag ‘successfully handled’ to see how many conversations your chatbot handled on its own. This way you can see what our chatbot actually adds to your business.

Take for example 250 successful conversations in a time period of one week. Then imagine if these conversations were phone calls, taking approximately three minutes each. Multiply those three minutes with the number of successful conversations and you will get 750. This means that you spared 750 minutes with the success of your chatbot. Use the new statistics to your own advantage and learn from the data it provides you.

With our Statistics, you are able to

Create a complete customer profile

Improve your customer service

Steer on data instead of gut feeling

Our statistics: a complete profile

Statistics are more important and have the ability to transform not only your customer service but your entire company. In this article you will read how to use data as your steering wheel and how our statistics can better your business.

1. Track the performance of your Conversational Assistant

With the total amount of conversations held over a selected period of time, you are able to make tags or create categories. Even without these categories and tags, it is an insightful way of knowing your chatbot’s performance. We can tell you about the successes a chatbot can bring you, but the data confirms it all. Simply hover over the images to see the details and create your own time spans. A distinction between channels can also be made if you want to see the difference in conversations held on different social channels. This way you know what channel is performing outstandingly, and which channel could use some more traffic and so you gain insight in your customer’s favourite way of contacting you.

2. Find out how fast your service team is

The average pick-up time is something which tells you how fast (or slow) the conversation gets picked up by one of your agents. It is important to strive towards the fastest pick-up time as possible to make sure your customers do not bounce to the website of your competitors. With the average pick-up time you can monitor the performance of your agents and it is often the most important KPI for contact centres. Set realistic goals for your pick-up time and openly communicate these with your customer service agents to get the most out of your customer service.

3. How long does it take to get your customers to the right answer?

Our average handling time tells you exactly just how long it takes to get your customers to the right answer. This is an average number which enables you to set goals about the specifics of your time management. Do you strive towards a fast and concise customer service? Or do you want to offer customers a complete experience which generally takes more time. Whether you thrive upon short conversations or the complete package, knowing how and when your customers are satisfied is necessary in order to meet your customer’s needs.

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Average handling time and average pickup time

4. Check the activity of your customer’s, after business hours

This function enables you to see how many conversations are held outside of office hours. It enlightens you in the number of customers seeking assistance beyond the nine to five scopes. Besides, you can also check out the conversations held within office hours, to make valid comparisons between day- and night-time. Check out how many happy customers you’ve got, whether it is in the middle of the day or in the middle of the night, thanks to your chatbot.

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5. Analyze long-term results

You may think ‘all nice these tiles, but they still remain a snapshot of a period of time. Where can I analyse long-term results and trends?’ The line graph has got you covered. This graph gives you a visual representation of the total conversations of your chatbot, set against the human agent convo’s. You can see if the amounts of conversations align, or if there is a significant difference. Ideally your chatbot’s conversations would increase overtime, while you agent’s conversations show a decrease in conversations. In order to achieve this, you want to attract the right amount of traffic to your chatbot. How to generate more traffic to your chatbot is explained in detail in this article. A university, who is a customer of ours uses the line graph to see the what the chatbots’ results are versus their agents. This way they gain insight in the performance of their bot and they can see in what month the bot deals with the most traffic, for example during registration time or around open days. This way they know their busy periods for both chatbot as for their live agents.

Know-your-performance-overview

6. Export your results and train your team

You may have noticed an export icon in the bottom right corner. This is also an additional option for our statistics. You can export the data to your own system or export it into an Excel sheet for example.

How Logistiek Concurrent increased their sales thanks to tags
As you already may know, you can add tags to your conversations, to see what topic brings in the most questions. One of our customers, Webshop Logistiek Concurrent, did just that, to track what topic needed more attention. Afterwards they came to the realisation that a lot of queries were in the last phase of the customer journey. After this discovery they added a few Sales Agents to the customer support team and immediately saw the results. The amount of orders directly went up. Evidently, the right customer service can increase your sales.

Export

7. Check the results of your features

By comparing results between months, you can test out what features actually increase the amount of conversations held by your chatbot.

How Hunter Douglas increased their conversations

Hunter Douglas is far out the best example of this strategy. With a total of four chatbots being active in over three countries, they test out which strategy works best and apply it to all their chatbots, spread over different countries. An example to illustrate what this looks like is our feature the Eyecatcher. This feature can add traffic to your bot by sparking the eye of your customer on your webpage. If you want to see the concrete results of this feature, you can do a test where you turn the Eyecatcher on, on one bot and turn it off on the other. By comparing the statistics, you immediately see what the actual benefits are of the feature and if they actually increase the number of conversations on your chatbot. Do you want to know more about the Hunter Douglas case and the results they achieved? Click on the button below.

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