You are probably used to keeping track of your Marketing activities' performance – this is Online Marketing 101. But are you doing the same for your Customer Care efforts? If not, get ready to change that!
Your customers are your company's most precious asset, and as such, they deserve to be looked after. Once you have implemented a Customer Care strategy, you need to keep track of how it is performing in order to continuously improve it.
With edrone's Inbox Report, you will be able to keep track of vital KPIs such as:
Number of new conversations
Total number of messages exchanged
Average conversation ratings
Median first response time
Median closing time
...and much more.
Keep reading and see everything the Inbox Report has to offer!
Overview
To access your Inbox Report, log in to your Workspace and then go to REPORTS > INBOX.
The first thing you will see are 6 metrics cards presenting a summary of your main Customer Care metrics over the past 30 days, comparing them to the previous 30 days. These metrics are refreshed every day.
New threads — How many conversations were started
Messages — Total number of messages exchanged between agents and customers
New inbox users — Number of unique customers using Chat & Inbox
Labeled threads — Number of conversations with at least one label assigned
Average rating — Average rating of the conversations
Rating amounts — How many times conversations were rated by customers
Right below the cards you will find a calendar menu where you will be able to choose the time period of all the charts shown below.
You can click the calendar icon to select a custom range, or click on the clock icon to select a predefined range. By default, the calendar will be set to the last 30 days.
You'll also notice a new AI panel called MCP on this screen. We'll share more details about it soon.
Summary
This section contains three charts that show your Customer Care team's aggregate performance over the selected period of time.
New threads and messages — Number of threads and messages (from agents and customers). Conversations are always counted on the day they were created, even if they last for more than one day.
Users — Number of unique users using Chat & Inbox.
Average rating — Average rating of the conversations
NOTE: All charts can be filtered to show results by day, week, month or year.
Agents
In this section, you will find performance metrics related to each agent.
To see an agent's performance, select their name from the Select Agent to expand Agent charts drop-down menu. You'll then see the same three charts shown in the Summary section — New threads and messages, Users, and Average rating — filtered for that agent.
That's it! Keep track of your Customer Care performance in order to continuously improve it.
Need more help?
If you have any further questions about the Inbox Report, please do not hesitate to contact us at hello@edrone.me