Quick Start [Report]

1. Introduction

SaleSmartly’s analytics tools transform raw data into actionable insights. Track performance across channels, teams, and customer interactions through visual dashboards, interactive charts, and real-time metrics. Optimize marketing strategies, audit team productivity, and refine customer engagement all in one place.

This section outlines key features and uses cases to help you harness the full potential of your data.

 

2. Key Features

2.1. Channel Analysis

Channel analysis helps track and summarize customer interactions across various social media platforms, providing insights into customer engagement and service performance.

[Notice]Feature Adjustment Announcement：Effective January 1, 2026, newly created projects will no longer support the Channel Analytics report. Existing projects can continue using this feature as usual.Going forward, Channel Analytics will no longer receive feature updates. Any related feature requests or enhancements will instead be implemented through the Customer Analytics module.Please use the Customer Analytics module to view the relevant data based on your business needs.

With this feature, you can analyze key metrics such as total customers, new and returning customers, active customer service agents, and response rates across channels including WhatsApp, Messenger, Email, Instagram, Line, and chat plug-ins.

• Track customer engagement, chat activity, and agent responses over time, with filtering options available at the top for specific channels/time.

 

 

 

2.2 Customer Analysis

Customer analysis involves the statistical analysis and summarization of data from various social media accounts and channels, providing insights into customer service interactions and chat activity across different channels. This feature allows you to view an overview or trend analysis of new customer acquisition data from channels such as WhatsApp App, Messenger, Email, Instagram, LINE, and chat plugins .

Click on [ Reports - Customer Analysis ] to enter the channel statistics interface. After filtering the time period and corresponding social media account channels you want to view, you can view the data on the number of new customers within the corresponding time period .

New Customers: The number of newly created customers within the selected criteria.

New Customers: The number of newly created customers within the selected criteria, excluding all duplicate customers. (Duplicate contacts must be associated first.)

Duplicate Count: The number of newly created customers that already exist, within the selected criteria. (Based on already associated duplicate contacts)

You can filter customer analysis dimensions in the top data bar. Filter by the time period and corresponding social media account channels you want to view.

 

 

2.3  Service Overview

Monitor real-time customer service efficiency with live metrics and historical trends. View real-time statistics on new sessions, ongoing conversations, and active agents. Analyze conversation trends over a selected period, with the option to view data by hour or day.

2.3.1 View daily service data

View real-time statistics on New Session Today, Number of In-Progress Sessions, and Online Member Count.

2.3.2 View session volume trends

Analyze Number of conversations over a selected period, with the option to view data by hour or day.

Note: When viewing hourly data, the selected date range must not exceed seven days.

 

 

2.4  Comprehensive Report

It offers enhanced filtering options and Customize Columns along with essential features like data Export, enabling comprehensive quality checks on member service across multiple dimensions.