Introduction:
Customer insight is essential for the optimization of customer journeys and to understand why a customer is doing what they are doing. We have further turned our insights into readable and accessible intelligence to help you make data-driven decisions.
✅ Traffic source and engagement
✅ Popular communication channels
✅ Commonly asked topics
✅ Popular rooms & products
✅ Estimated time savings
✅ Room nights referred
✅ Revenue referred
Insights Page Walkthrough:
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:
Further more, chatbot’s performance is also tracked and can be viewed on this page along with other key statistics.
For the description of the mini information tiles above, please refer to the following:
Total Avatar Clicks: Total number of time the chatbot avatar has been clicked within the set time frame.
Total Conversation Time: Total amount of chatbot conversation within the set time frame.
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.
Total Conversations: Total chatbot conversations across all platforms that the chatbot can be integrated within the set time frame.
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.
Google Maps Conversation: Currently obsolete.
Amenity Queries: Total chatbot conversations that contains amenity queries within the set time frame.
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)
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.
Group Booking Enquiries: Total number of filled out group booking enquiries forms within the set time frame.
Event Enquiries: Total number of filled out event enquiries forms within the set time frame.
Long Stay Enquiries: Total number of filled out long stay enquiries forms within the set time frame.
Tickets: Total number of filled out enquiries forms (including group booking, event, general request,…) as well as answer feedback from the customers within the set time frame.
Aside from the above statistics, 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.
This is the end of this guide documentation, thank you for reading.