Conversion Analytics
Overview
The Conversion Analytics module provides a deep dive into goal-oriented user journeys and specific, high-value interactions within your chatbot. While the main Analytics dashboard offers a broad overview of the bot's health, Conversion Analytics focuses on measuring the success and failure of key business processes that you have automated. It helps you answer critical questions like, "How many users who started the loan application process actually completed it?" or "Where exactly in the sales funnel are users dropping off?"
This module is designed to track and report on multi-step flows, helping you understand user behavior, identify friction points, and optimize your conversations for better outcomes. It provides granular data on flow completion rates, user drop-offs, the effectiveness of live chat transfers, and the performance of promotional elements like welcome banners.
Key components of Conversion Analytics include:
- Flow Completion Rate: Tracks the number of users who start and successfully finish a specific multi-step conversation.
- Customer Drop-Off Analytics: Pinpoints the exact step or intent where users are most likely to abandon a flow.
- LiveChat Analytics: Measures the performance of your human agent handoff process.
- Intent Analytics: Shows the frequency and usage of individual intents.
- Welcome Banner Analytics: Tracks the click-through rates and effectiveness of promotional banners.
How to Use the Feature
This guide explains how to access and interpret the data within the Conversion Analytics dashboard to optimize your key chatbot funnels.
1 Navigating to Conversion Analytics
- From the main console menu, click on Analyse and Improve.
- Select Conversion Analytics from the sub-menu.
- Use the filters at the top of the page to narrow down the data by Date Range and Channel. The data can also be exported.
2 Analyzing the Reports
- Flow Completion Rate: This table is the most critical for measuring the success of multi-step processes. It displays each flow's name, the number of times it was Started, the number of times it was successfully Ended, and the resulting completion percentage. A low percentage here indicates a problem with the flow's design or logic.
- Customer Drop-Off Analytics: This report helps you understand why the completion rate might be low. It shows the Child Intent (the specific step) and the Main Intent (the overall flow) where users most frequently abandon the conversation. It includes the frequency of drop-offs and the drop-off percentage, allowing you to quickly identify problematic steps.
- Live Chat Analytics: If your bot transfers users to human agents, this table tracks the entire funnel. It shows how many times the "Chat with an expert" flow was initiated, how many times a formal Request was Raised, and the final Agent Connect Count.
- Welcome Banner Click Rate: This report measures the performance of your welcome banners. You can see a preview of each banner image, its redirection URL or triggered intent, and the number of User Clicks and click-through percentage it received.
Common Use Cases
- Optimizing a Sales Funnel: You notice in the Flow Completion Rate report that your "Product Purchase" flow has only a 20% completion rate. You then check Customer Drop-Off Analytics and discover that 70% of users are abandoning the flow at the "Enter Shipping Details" step. This insight allows you to investigate and simplify that specific part of the conversation.
- Improving Agent Handoff: The Live Chat Analytics report shows that while "Chat with an expert" is triggered 100 times a day, only 30 requests are raised. This suggests that the pre-transfer form or questions are too complex, and you can streamline them to increase successful handoffs.
- A/B Testing Welcome Banners: You create two different welcome banners for a new promotion. By monitoring the Welcome Banner Click Rate, you can determine which image and call-to-action is more effective at driving user engagement.