We know that you care about your team’s performance and want to take the necessary measures to continuously improve the quality of your customer service, and you are right!
Well, we designed a page called “Insights” especially for this! :p
How to get access to the “Insights” page?
To get access to this page, simply:
- Go to get.slaask.com and click “Sign in”.
- Click on the “Insights” section in your Slaask account.
What can you see from the “Insights” page?
From the “Insights” page:
You can see with how many unique people your team communicated with on a rolling 7, 14, 30, or 90-day period.
You can see how your communications spread out around the world. On the map, countries are covered by colors, the darker the color, the more unique leads and customers you've chatted with. The exact number of unique leads and customers is displayed when you scroll over each country.
Slaask also provides you with a line graph to show how many conversations you have per day. The vertical axis represents the number of conversations, while the horizontal axis represents the date. From this chart, you can clearly see on which date you had the most conversations, and analyze why and how there are more conversations on that date.
To be more precise, you can also analyze the sum of conversations over a 7-day/14-day/30-day/90-day period, per hour of the day. Thus, you'll know when your users are more active during the entire day.
You can see the distribution of the messages received in online vs. offline mode.
If you are a Growth/Premium plan user, you can also see:
- Each of you team member's performance:
In addition to seeing overall analytics, you can see every team member's overall performance, including “Replies sent”, “Conversations closed”, and “Average first response time”.
The column “Replies sent” shows how many replies each team member sent to your leads/customers in the last 30 days (you can also select 7 days, 14 days, or 90 days at the top of the “Insights” page ).
From the column “Conversations closed”, you can see the number of conversations each team member has closed in the last 30 days (or 7/14/90 days).
“Average first response time” illustrates how fast each of your team member replies to your leads/customers. The figure is calculated based on their first response.
You can also have an overall look at replies sent every day for each of your team members on a line graph at the bottom of the "Insights" page.
- Your bot's performance
You can see the number of people your bot has communicated with; the number of questions those people asked; the number of answers your bot has sent; and the percentage of the answers relevance in the last 30 days (or 7/14/90 days).
You can also have an overview of these data on a line graph.