Skip to content
English
  • There are no suggestions because the search field is empty.

Get Started: Analytics

Getting started with Analytics. What statistics about messages, conversations, channels, and team performance can I find in Superchat?

 

1. What statistics can I monitor in Superchat Analytics?

Superchat Analytics provides you with comprehensive insights into all key statistics surrounding your inbox, enabling you to analyze and optimize your customer communication.

Analytics is divided into two views: Conversations and Team Performance.

You can switch between those two on the left navigation pane.

 

2. What statistics on conversations are provided?

  • Number of active conversations (per channel)

  • Number of new conversations (per channel)

  • Total number of messages (per channel)

  • Number of incoming messages (per channel)

  • Number of outgoing messages (per channel)

a. What are active and new conversations?

  • Active conversations are those where at least one of the parties (company or contact) sends a message during the selected period.

  • New conversations are all newly initiated conversations, either by the company or the contact, during the selected period.

     

b. Why are conversation statistics important?

Statistics about your conversations and messages allow you and your team to analyze and optimize customer communication. By evaluating these statistics, you can identify the most frequently used communication channels, enabling you to focus your team's resources on these channels. This knowledge ensures that your customers are efficiently supported through the channels they most frequently use.

3. What statistics on team performance are provided?

  • First-response time (Team)

  • Response time (Team)

  • First-response time (per user)

  • Response time (per user)

  • Number of answered conversations (per user)

  • Number of sent messages (per user)

 

a. What are response time and first-response time?

  • Response time is the duration between when a customer submits a request and when a response to the request is given.

  • First-response time is the duration between when a customer submits a request and when the first response to the request is given within the conversation.

b. Why are response time and first-response time important?

Response time and first-response time are crucial metrics indicating how promptly an organization responds to customer inquiries. Slow response times can lead to a negative customer experience and undermine trust in the organization.

 

📌 How are response times calculated?

Response times are calculated as medians to account for variations.

Business hours defined in your inbox settings are also considered in response time calculations. Automated responses like welcome or out-of-office messages are not factored into the calculations.

 

c. How can you improve response time and first response time?

There are several ways to enhance response time and first-response time:

  • Ensure your team is well-trained to address customer inquiries swiftly and effectively

  • Utilize templates to quickly address requests that can be resolved promptly

  • Regularly monitor response time and first-response time, and make adjustments accordingly

 

4. How can I filter statistics?

With our advanced filtering options, you can gain even deeper insights into your conversations or team performance. You can filter by desired time period, user, inbox, and channel.