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Chatbots are increasingly being used to deliver a seamless customer experience and simplify your business processes. They can be found on websites, mobile applications and messaging platforms. They help companies achieve their goals while improving customer satisfaction. However, it's crucial to track the right metrics to assess their performance and get the most out of them.
With the advent of new technologies and changing customer expectations, the metrics to track for chatbots have also evolved. That's why we've developed our Analytics tool, which will help you track the most important indicators in 2023. Thanks to our solution, you'll be able to track indicators such as engagement rate, query resolution rate and customer satisfaction rate, so you can adjust your chatbot strategy accordingly.
Let's take a look at the 5 indicators to track!
⭐️ Satisfaction Rate
This indicator lets you know what your users are up to. You can find out whether customers are satisfied with their answers or not. Thanks to the details of the satisfaction rate per Q&A, you can identify the Q&A to be improved and adapt the answers accordingly.
At tolk.ai we have a special feature: following a dissatisfaction, the end user can indicate the cause of his dissatisfaction. In this way, we recover quantitative and qualitative data that enables more precise bot management 🙌🏼
🔗 Conversion Rate
This indicator lets you know the percentage of your site's visitors who have used the bot. Thanks to the details, you can track the URLs where the bot is most triggered. With our new Campaign feature, you'll be able to refine the journey by personalizing hot topics based on the connection URL to encourage users to find the information they're looking for more quickly 📍
😴 Breakdown of conversations
🇺🇸 Audience analysis (Devices, Browser languages)
These indicators will give you an idea of user usage trends across different channels (for example, to adapt the formats of your sites and bots) and the default languages of users' browsers. This lets you know if there's any point in taking our multilingual option. To find out more, click here: the bot tool and its multilingual option 🕺🏻
💬 Q&A overview
This indicator includes :
- Most Popular Q&A 💬
- Top Q&A that lead handovers 🤝🏼
- Most Disliked Q&A 👎
- Popular topics 🔥
They enable you to track Q&A consumption and readjust onboarding (the way your chatbot introduces itself to your customers) and hot topics to push the requested information even faster. You'll also be able to find out what's causing your customers to return to a human and what's causing dissatisfaction. At a glance, you have the list 👀
In conclusion, chatbots are becoming increasingly important for companies looking to improve customer experience and optimize business processes. However, to maximize their performance, it's crucial to track the right metrics.
With our Analytics tool, you'll be able to fine-tune your strategy, adapt your processes for better operation and thus deliver an optimal customer experience to your users. By using the information provided by our tool, you'll be able to ensure that your chatbots are working optimally to achieve your business goals while delivering an exceptional customer experience to your customers 🤩
The use of a well-trained chatbot can therefore be a powerful tool for improving your company's performance and satisfying your customers' needs.
Don't wait any longer and request a demo to unlock the full potential of conversational: book a demo 🚀
