Customer Metrics

The Customer Metrics section provides a detailed overview of customer interactions with your channels, helping you analyze traffic patterns and customer behavior. This feature is designed to give you actionable insights into how customers engage with your platform, enabling you to optimize your strategies and improve customer satisfaction.

Key Features of Customer Metrics:

1. New Customers: This shows the number of new customers who visited your selected channel during a specific timeframe. It also includes a comparison with previous periods, highlighting increases or decreases in customer numbers. This helps rack growth trends and understand the effectiveness of marketing efforts.

1. Interactive Customers: Here, you can see how many of the new customers actively interacted with your channel. The data includes a comparison to previous periods, allowing you to measure changes in engagement levels and identify areas for improvement.

1. Referral: This section tracks the total number of customers who accessed your channel through shared links. It also provides a comparison to show growth or decline in referral traffic, helping you evaluate the success of your referral campaigns.

1. Intent: Powered by the platform’s Wit.ai module, this metric displays the total topics or intents based on customer queries. It includes a comparison to help you understand which topics are trending or declining, enabling you to tailor your responses and resources accordingly.

1. Language: This feature highlights the percentage of languages used by your customers (e.g., English, Arabic, etc.). It helps you identify the primary languages your customers prefer, allowing you to customize your communication strategies to better serve diverse audiences.

1. Timezone: Presented in a bar chart, this metric shows the distribution of customer visits based on their time zones. This information is valuable for scheduling agent availability to match peak customer activity times, ensuring timely responses.

1. Country: This section provides a count of customer visits by country, giving you insights into your global audience. Understanding where your customers are located can help you tailor your marketing and support strategies to different regions.

1. Incoming Message Count: Using a heatmap, this metric shows the busiest times of the week when customers are most active. This helps you optimize agent schedules to ensure timely responses during peak hours, enhancing overall customer experience.

The vertical axis displays the seven days of the week, while the horizontal axis represents the time of day. The darker the section on the map, the higher the number of customer visits. For instance, the image below indicates that on Sunday at 13:00, 7,567 customers visited the channel.

1. Gender: This metric displays the gender distribution of customers (male, female) via a pie chart for Facebook and Instagram channels. For WhatsApp, the "Not Found" percentage represents customers whose gender data is unavailable, as WhatsApp does not share this information directly.

1. Textual Messages vs. Button Clicks: This comparison shows the number of customers who sent direct text messages versus those who interacted using chatbot buttons. Understanding this balance helps you refine your chatbot design and improve user interaction.

1. Keywords: This section lists the specific keywords customers used in the chatbot, along with their frequency represented by Total Triggers. It also indicates whether the keywords were used by unique customers or repeated by the same customer, providing insights into common queries and customer behavior. Use the Search bar to look up for specific keywords.

1. Intent (Wit.ai Integrated): If your chatbot uses Wit.ai, this section shows which intents are most frequently used. It includes data on frequency (Total Triggers) and whether the intents were used by unique customers or repeated by the same customer, helping you understand popular topics and improve your chatbot’s effectiveness.

1. Buttons: This section showcases the buttons used in the chatbot, along with their frequency (Total Triggers). It also indicates whether the buttons were used by unique customers or repeated by the same customer, helping you understand which buttons are most effective and how customers interact with them.