Channel Analysis

1. Introduction

Channel Analysis provides a comprehensive data collection, analysis, and summary of various social media account channels, helping you understand customer interactions and chat activity across different platforms. This function allows you to track key metrics such as the total number of customers, new and returning customers, online customer service representatives, customer chat responses, and service agent replies across multiple channels, including WhatsApp, Messenger, Email, Instagram, Line, and chat plug-ins. You can view both an overall data summary and trend analysis to gain deeper insights.

 

2. Key Features

To analyze channel performance, navigate to [Report > Channel Analytics], select your desired time range and channels, and instantly view metrics like total number of customers, new customers, number of former customers served, number of online members, and agent-led follow-up activity，all in one streamlined interface.

2.1. Data Overview

The indicator of the number of old customers received includes two parts: customer talk back and customer service reply chat:

2.2. New trend/type distribution

In addition to the intuitive display of numerical values, you can also use trend charts and type distribution charts to understand the new trends of all account customers in the social media account channel during the corresponding filtering time period, as well as the distribution of customer types.

2.3. Statistics/member allocation details

In addition to the overall situation, you can also filter and view the customer data of each account under the social media account channel, as well as the specific situation of customer service reception of customers under each social media account channel, to help you understand the reception situation of each account and allocate reception tasks to team members more reasonably.

To facilitate secondary processing of data, you can also export data on social media accounts and customer service assignment details.

If you do not need to pay attention to old customers, you can turn off the switch to show repeat customers at the top of the channel analysis page.

After closing, the channel analysis page will only display data such as the total number of customers and the number of new customers. The old customer data will be hidden and not displayed on this page.

Frequently asked questions

1. How often is channel data updated?

Metrics refresh every 1-2 hours for near real-time accuracy.