How to Leverage Chat Reporting

In the realm of digital marketing and sales, understanding customer behavior and engagement is paramount. Conversica recognizes the significance of evaluating how end users interact with their chat services. To facilitate this, we have introduced Chat Reporting, a powerful tool designed to help you gauge the effectiveness of Conversica Chat.

Overview

These reports allow you to assess the efficacy of Conversica Chat in enhancing user experiences and driving revenue. 

Chat Reporting offers four essential reports to analyze how Conversica Chat is utilized by end users. These reports provide insights into various aspects of chat engagement.

Here's an in-depth look at each report:

1. Trends Report: 
   • This report presents a graphical representation of the number of chat sessions opened and engaged daily. 
   • It provides tabular data for each export, allowing users to aggregate data to show summary views by day, week, or month. 
   • The Trends Report helps track chat session trends over time.
     
2. Details Report: 
   • The Details Report offers a comprehensive overview of all chat sessions opened and engaged within a specified time frame. It includes key details such as session date, the number of messages exchanged between the user and the RDA (AI-powered assistant), UTM parameters, and lead information (name and email) if captured during the session. 
   • Clicking on a specific session opens a dialog displaying the entire conversation between the user and the RDA. 
   • This report also features robust filters, enabling users to narrow down conversations based on specific categories, lead data capture, or external sources via UTM parameters.
     
3. Usage Report: 
   • The Usage Report provides insights into how many paid chat sessions remain within the current billing period and contract. It tracks chat usage over time, helping users project whether they may need to request a move to the next usage tier. 
   • This report assists in managing subscription and cost considerations effectively.
     
4. Funnel Report: 
   • The Funnel Report showcases the conversion funnel based on various stages of chat engagement, including opened chats, engaged chats, incomplete lead captures (only name provided), and complete lead captures (both name and email provided). 
   • It offers filters to customize views, allowing users to focus on specific categories or external sources via UTM parameters. 
   • The Funnel Report aids in visualizing and optimizing the customer journey through chat interactions.
     

Accessing Chat Reporting

• From the Conversica dashboard navigate to the Chat drop down.
• Select Reporting. 

Navigating Reports

• To select which report you want to view, use the Report drop down in the top left. 
• The Trends, Details and Funnel reports offer date filter options and additional filter options.
  
• All of the reports can be downloaded as a CSV. 
• The Trends and Funnel reports have both table and chart data options.