Chatbot Analytics 101: Essential Statistics to Track

To get the most out of your chatbot, you need to delve into chatbot analytics. Implementing conversational AI can be a huge asset to your business. But to maximize the potential of your chatbot, you need to measure its performance.

Of course, you already understand how important keeping key metrics is for success. But we know it’s easy to get overwhelmed by the amount of data available. So what are the important metrics to measure?

In this post, we’ll break down the most important chatbot analytics for your business and how to use them.

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What are chatbot analytics?

Chatbot analytics is the conversation data generated by your chatbot’s interactions. Every time your chatbot connects to a customer, it collects information. These data points can include call duration, user satisfaction, number of users, call flow, and more.

Why use chatbot analytics?

Like with social media stats, analytics show you how your chatbot is performing. This chatbot data can help you improve your business strategy in several ways:

Understand your customers’ needs better

Your chatbot is the first point of contact for customer questions. That means every conversation is a treasure trove of data about their wants and needs. A chatbot uses real-time natural language processing to communicate with your customers.

By analyzing this data, you can understand what they are looking for and how you can help them find it.

Improve the customer experience

Chatbot analytics can provide data on customer satisfaction. This is a clear measure of their experience with your chatbot. You can use it to sharpen your chatbot strategy and improve the quality of the service. And in the long run, you’ll keep your customers happy, so they’ll return to your business in the future.

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Help your human team members work more efficiently

Every question your chatbot answers is one less task for your human team. Customers and companies exchange more than a billion messages monthly on Facebook Messenger! Save time on customer service by pitching your chatbot.

Do your customers regularly escalate their chatbot queries to human agents? That shows that there is room for improvement. Analytics shows you which frequently asked questions your chatbot can learn to answer.

Improve your product information

Chatbots are the first point of contact for customer questions. That gives you a lot of data about what customers find confusing. Do you see a lot of size questions? Time to improve your sizing information. Are your active users asking about product features? You may want to embed a demo video on your product page.

Increase sales

Chatbot analytics can tell you how many conversations end with a purchase. If they take too long to get the answer they need, or if they get frustrated with the chatbot, they can bounce. By identifying areas for improvement, you can increase sales along with customer satisfaction.

The 9 most important chatbot stats to track

1. Average call duration

This metric tells you how many messages your chatbot and customer send back and forth.

The ideal length of conversation will vary: simple questions may be easier to solve. Complex questions may require more back and forth. But the average call duration tells you how good your chatbot is at answering their questions.

Do you also want to take a look at the interaction rate, which shows how many messages are being exchanged. A high interaction rate shows that your chatbot can hold a conversation.

2. Total Calls

This tells you how often a customer opens the chatbot widget. This statistic shows how much demand there is for your chatbot. It can also help you determine when and where your customers submit requests.

If you notice a pattern for when demand is higher, that information can also help you plan. Do customers start more conversations immediately after the release of a new product? Or on the first day of a sale? By anticipating these demands, you can guarantee smooth customer service.

3. Total number of conversations involved

“Engaged conversations” refers to interactions that continue after the welcome message. Comparing this metric to the total number of conversations shows whether your customers find the chatbot useful.

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4. Total number of unique users

This metric tells you how many people are interacting with your chatbot. A single customer can have multiple conversations with your chatbot during their journey. If you compare this metric to the total number of conversations, you’ll see how many customers talk to your chatbot more than once.

5. Missed messages

This metric tells you how many times your chatbot got bogged down by a customer query. Every time your chatbot says, “Sorry, I don’t understand”, that’s a missed message. These often result in a human takeover (more on that below). They can also lead to frustrated customers!

Missed messages provide important information about where you can improve your chatbot’s conversational skills. Ultimately, you can use this information to provide a better customer experience.

6. Human takeover opportunity

When your chatbot can’t solve a customer’s question, it escalates the request to a human. This metric will give you an idea of ​​how much time your chatbot is saving. Some conversational artificial intelligence (AI) users report: up to 80% of customer inquiries be solved by chatbots! It also shows you which types of customer needs require a human approach.

7. Target Completion Rate

This percentage shows how often your chatbot helps you achieve your business goals. The results depend on your specific goals.

For example, does your chatbot support customers during the checkout process? Does it ask them to add suggested items to their cart? The goal completion rate provides insight into how often your chatbot achieves this goal.

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This percentage also indicates how well your chatbot guides customers through their journeys. It’s a kind of performance review for your most dedicated virtual employee.

8. Customer Satisfaction Scores

You can ask your customers to rate their experience with your chatbot after ending a conversation. These satisfaction scores can be simple star ratings, or they can go into more detail. Whatever your approach, satisfaction scores are important for refining your chatbot strategy. Looking at topics or issues where customers give lower scores will show you where you can improve.

9. Average response time

Your chatbot helps your support team respond faster to live queries by being the first point of contact for customers. That will help you reduce your average response time, increasing customer satisfaction. A company used Heyday to reduce their average response time from 10 hours to 3.5! In addition, the information collected by your chatbot can help your live support team give your customers the best possible answer.

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What should I look for in a chatbot analytics dashboard?

To get the most out of your chatbot analytics, you need a dashboard that allows you to see the most important metrics to track at a glance. Here are the most essential features to look for:

Easy to use

What good is data if you can’t find it? Your dashboard view should be easy and intuitive to navigate so you can find the information you need. Here’s an example of Heyday’s chatbot analytics dashboard.

Heyday Insights conversations and agent responsiveness

Heyday streamlines chatbot stats in an easy-to-use dashboard.

Book a free Heyday demo now!

customization

Your business needs are unique, as are your chatbot analytics. Look for a tool that lets you customize the view so you can see the data that matters most to your business.

Multiple seats

Share a single login? What is this, Netflix? Look for a tool that seats every member of your customer support team for seamless coordination. Do you have a big team? Don’t worry – some chatbot platforms like Heyday offer unlimited number of agent places with business plans.

Track team performance

Your chatbot is just one part of your customer service team. A valuable tool will also help you track your team’s performance so you can evaluate your efforts as a whole.

Follow goals

Performance data only makes sense if it helps you achieve your business goals. Otherwise, it’s like kicking a soccer ball around without a net – fun, but a bit pointless in the end. You want a chatbot analytics dashboard that clearly shows how you’re achieving your business goals.

Mobile View

More than half of all online sales are already happening on mobile devices. As social commerce grows rapidly, so does that figure. Customer support happens on mobile too, so make sure your tool works on screens of any size.

Frequently asked questions from customers

Viewing the most frequently asked questions is an incredible source of information about your customers. A dashboard that displays FAQs and analyzes by content and theme gives you a deeper understanding of your audience.

Looking for a chatbot tool that can do all this and more? Checking out heyday, a conversational AI tool from Hootsuite! With Heyday you can increase your sales and customer satisfaction while savings time and money.

Get a free Heyday demo now!

Turn customer service conversations into sales with Heyday. Improve response times and sell more products. See it in action.

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