Introduction
Customer insights are crucial for optimizing customer journeys and understanding the reasons behind customer actions. We have transformed these insights into clear, accessible intelligence, empowering you to make informed, data-driven decisions.
✅ Traffic source and engagement
✅ Popular communication channels
✅ Commonly asked topics
✅ Popular rooms & products
✅ Estimated time savings
✅ Room nights referred
✅ Revenue referred
✅ How to download statistics
✅ Word Cloud
Insights Page Walkthrough
AI Chatbot
Within the page, there are multiple data fields to help you understand the way the customers are interacting with not only the chatbot but also your website traffic.
We have also included statistics which can help you understand what the customers are asking about your hotels as well as their preferred room type.
Example of what happen when a conversation under Recent Queries is selected:
For the description of the mini information tiles above, please refer to the following:
Website Conversations: Total chatbot conversations on the property website within the set time frame.
Facebook Conversations: Total chatbot conversations on the property Facebook page within the set time frame.
Whatsapp Conversations: Total chatbot conversations on the property Whatsapp page within the set time frame.
Instagram Conversations: Total chatbot conversations on the property Instagram page within the set time frame.
Agent Conversations: It's possible to enable live chat function for the chatbot, once enabled this is where the number of live chat conversation is tracked.
Website Redirects: Total number of time the customers have been redirected to a different website via urls provided by the chatbot within the set time frame.
New Contacts: A form can be generated to pop up upon the 1st time a chatbot conversation is initiated. This form can be used to collect remarketing details (Number of contacts) and the customer can provide their consent of whether they could be contacted with marketing information.
Estimated Time Savings: Estimated labour time saving within the set time frame. This statistic is 3x of Total Conversation Time since a chatbot conversation is more direct in comparison to a conversation with an actual human being which also normally includes ice-breaker and small talks.
Booking Queries: Total chatbot conversations that contains booking queries within the set time frame.
Booking Engine Leads: Total number of time the Check Availability and Rates button is clicked within the set time frame.
Room Nights Referred: Total number of nights selected via the Check Availability and Rates button within the set time frame. (Please note this is a referred number only and the actual number is estimated to be 5%~15% of this number based on our clients)
Revenue Referred: Calculated by having Room Nights Referred multiplied by estimated ADR (based on pricing available online). (Please note this is a referred number only and the actual number is estimated to be 5%~15% of this number based on our clients)
As aforementioned in the New Contacts section, we have also included details of filled out re-marketing forms at the bottom of the Insights page.
Similar to few of the previous data fields, you can also make use of the headers as sort option. In order to filter out forms where the customers have agreed to receive re-marketing details (marked as Yes) you can click on Marketing Consent.
From then, you can unlock the details by clicking on the lock symbol at the end of the email address.
Subsequently, these details can be downloaded after unlocking by selecting Download button that is now also visible.
Word Cloud
Aside from AI Chatbot statistics, you can also acquire an understanding about what topics the guests are asking the chatbot by navigating to Word Cloud.
For those who like to consume information visually, word clouds are a visually engaging way to showcase popular topics. The common conversation topics are highlighted, offering a quick and clear snapshot of key ideas, trends, or sentiments.
