Tracking WhatsApp sales live chat statistics, such as response times and accuracy times, is essential to supporting your business’s high chat service level standards. It’s also a great way to keep up with whatsapp customer service representatives’ performance monitoring to make sure they provide customers with the answers they need.
Use WhatsApp stats to improve customer service performance
You have WhatsApp Business (whether it’s a free app or WhatsApp Business API), and customer service agents are trained and all are ready, and you’re fine. However, providing good customer service on sales chat platforms like WhatsApp doesn’t just end there.
It also includes monitoring and tracking WhatsApp live chat statistics to make sure that goals and standards are achieved, high quality standards, and, in general, that customers are happy and that your business is growing.
Whether you’re using the free WhatsApp Business app or WhatsApp Business API, these are some live chat sales metrics you’d definitely want to monitor.
5 performance metrics for whatsapp sales conversation to track
WhatsApp live chat statistics: messages sent, delivered, read, received
One of the basic metrics of direct sales conversations to follow may be the number of messages sent, delivered, read, and received.
These are useful for monitoring agent performance and understanding how customer service agents interact with your customers, in addition, it also paints a picture of their overall experience with your business.
To get these sales of chat stats on the free WhatsApp Business app, just access the app, click on the three vertical points in the top right corner and select business tools.
Once you’ve entered, click the three vertical points again, and select the statistics.
This should take you to a screen that divides the total number of messages sent, delivered, read, and received.
Number of conversations
Another key metric for a sales chat that you might want to follow is the number of WhatsApp sales conversations you have with your customers.
This may mean the total number of chat sessions that date back to the time you started using WhatsApp Business or even within a specific period such as a particular week or month. The last option is useful when you have a sales or marketing campaign linked to your WhatsApp connection with your customers you want to monitor.
You can also track the total number of conversations over time to measure your customer connection rate via WhatsApp, and the low number of chat sessions may be an indication that your customers prefer to communicate over another channel.
It may also mean that access to WhatsApp sales is not clear enough. If that’s the case, consider putting WhatsApp chat codes in more popular places like the floating button on your homepage or creating Facebook ads that click WhatsApp.
Tip: You can even set up monitoring to discover specific keywords mentioned in WhatsApp sales conversations. In this way, you can get a better understanding of the common problems your customers face and you can create a question-and-answer page that addresses these problems to reduce the time the problem is resolved.
Live chat response time
Live chat response time is an important measure of tracking agent performance monitoring.
This refers to both first response time and subsequent responses, with special importance to the first as immediately indicated, providing your customer service agents with access to WhatsApp.
Basically, this statistic tells you how quickly customer service representatives respond to messages received through WhatsApp live conversations.
As a reference, the average handle time for first messages is between six and 15 seconds.
If you’re wondering how to improve chat quality, sometimes replying simply leads to trickery just because customers just need to know that there’s an off-screen agent who reads and cares about their queries.
Tip: If a customer reaches a problem that cannot be solved immediately, a simple message to let them know they receive their message and will be considered can help allay concerns. This gives you a long time to respond later with a more specific answer. This can be set up to be sent automatically.
Average problem-solving time
To support whatsapp chat level standards, one of the most important sales chat metrics to monitor is the average solution time, also known as ART short for “Average Resolution Time.”
This is the average time it takes for WhatsApp chat agents to solve a customer problem.
Although maintaining public response time is vital, interactions with your customers via live chat should also be productive and lead to results. This means seeking to solve their problems as soon as possible.
Here’s a simple version of art account:
Total solution time across all chats (or cases) / total number of tickets resolved.
Art’s decline indicates an effective solution to problems, while the high level of anti-difficult problem treatment can be due to anything from untrained agents and understaffing to more complex problems.
In short, this is one metric you’ll want to add and highlight on customer service performance dashboards via or using WhatsApp Chat Bot because it provides great insights into customer service and quality chats on WhatsApp.
Chat ratio and conversion rates
Live chat conversion rate is one of the best proxy performance metrics to track.
This is calculated by dividing the number of consumers who have converted after talking to one of your WhatsApp agents by the total number of consumers who have spoken to your agents.
Note that the “conversion” here varies according to the context in which it is located. It can indicate anything and be determined by you.
As an electronic business, transfers usually mean a sale (i.e. when the consumer buys your product). However, it can also mean adding to shopping carts, signing up for newsletters, or even repeating purchases, depending on the goal and purpose of your campaign.
To improve the chat conversion rate, you must ensure high standards for the level of chat service. This means training your agents to make an extra effort when using WhatsApp as a customer support channel.
If your resources allow, you can also have specific agents trained on specific tasks. For example, you can have a dedicated team to sell products, another to encourage frequent purchases, etc.
Track sales conversation and proxy performance metrics on WhatsApp Business API
Some of the WhatsApp sales conversation and the above proxy performance metrics cannot be tracked on whatsApp Business.
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