Understanding Analytics

At MicroChat, we strongly believe in the data since it is key to truly understand your users. In the last months, we listen to you carefully to learn that one of the highly requested features was a tool to understand better how your chatbot is performing.

Our goal with the Chatbot Performance Analytics is simple; we want you to understand the effectiveness of automation at MicroChat better.

The interaction

The interaction is a moment when the visitor replies to a chatbot message by text or by choosing the button inside the actions.

Actions that will be counted as interactions are:

• Send a message
• Asking a question
• Decision(buttons)
• Send an email
• Wait
• Subscribe for Mailing
• Agent takeover
• Move to another bot

Actions that will be counted as interactions

What is not interaction?

All actions that are performed by the chatbot and did not require visitor’s action will not be qualified as an interaction.

Examples of the actions that will not be counted as interactions: tagging, setting contact properties, notifications, sending an email.

Also, replying to a chatbot with only the Send message node after 24 hours will not be counted as an interaction.

Where do I see the interactions of my chatbot?

To see how your chatbot is performing – head over to the chatbots section of MicroChat. You will find it under the ‘Report’ button on the left side menu in your MicroChat panel.

Once, you will be inside the Chatbots section – ‘Report’ view will show up. You will see here a list of all of your chatbots. For an easier search for a specific Report, you can filter the list based on the Chat, Operators, Lead or Date Range.

On the report, you will see the chatbot’s name, total chat exchanged and total lead acquired with analytics, On tab, you will see chatbot’s analytics, such as:

Chat– This information will show you how many Chatbot are there and how many chat exchnaged and how many lead acquired.

Operator – This information will show how many operators are there and it’s name, how many chat exchanged with each operator and what is their average ratings.

Lead – This information will show how many leads are generated with graphical representation.

Unlimited chatbots for a unique visitor

The Chatbots package allows you to reach customers with the automated messages sent by the bots. We call it Chatbots monthly limit.

You can check your Chatbots monthly limit anytime, in the dashboard section of the MicroChat panel.

Chatbots monthly limit

1 unique visitor reached = Unlimited chatbots available

It works like “pay once eat as much you want” rule in some restaurants. 1 unique visitor who was targeted with at least one chatbot consumes 1 from your monthly chatbot limit. You can send multiple chatbot messages (e.g. a welcome message to new visitors, discounts for returning visitors, autoreplies for missed chats, etc.) to one unique visitor, and it would still be counted as 1 visitor reached. It means, that you can provide your visitors with unlimited chatbots during your monthly limit cycle.

In the free plan , the number of visitors reached is limited to 100 per month.

So don’t worry if one of your chatbot does not perform well. Experiment with optimizing it. You can also try engaging visitors on different user journey steps.

If you still have some questions for our team after reading this article, don’t hesitate to contact us.