The Stats tab allows you to know the impact of your work on customer satisfaction and to monitor the evolution of your turnover directly on your ibbü platform.
You can have access to your weekly (from Monday to Sunday) data or your data from the ongoing month.
Don't be surprised!
- your payment stats are available starting with 16th January 2017.
- You don't see your sales stats in real-time, but you can review them with a 1h30 delay.
For satisfaction stats, the weekly or monthly global stats represent the average satisfaction of visitors during the selected period.
At the end of a conversation, before they close the chat window, visitors are sent a satisfaction survey. Of course, there is no obligation from their side to fill it in.
However, if they want to, they can assess their previous conversation based on three aspects:
Response time: how quickly did they receive a response to their questions?
Quality of service: did they receive a warm welcome and did they feel listened to?
Quality of answers: did they get what they were looking for? Or did they, at least, get some useful tips?
It is always encouraging to receive good feedback from the online visitors you’ve helped. However, don’t feel upset if visitors don’t give you the best ratings.
A satisfaction survey is subjective. For example, a satisfactory response time will vary from one visitor to another. Some visitors can't wait more than 5 seconds, whereas others are much more patient and will have no difficulty understanding that you might take a little longer to respond :) Customers can be very demanding, especially online shoppers. You've probably been in the same situation yourself; behind your screen, in a hurry and frustrated by the fact that you cannot find what you're looking for.
Answering their questions as quickly as you can and getting excellent satisfaction ratings are part of the game but, don't put too much pressure on yourself! The key is to enjoy chatting and sharing your expertise :)