Analytics
Chat Analytics connects visitor conversations with sales, resolution, and shopper feedback. Open Analytics > Chat to see where Chat helps and which questions need attention.
Timeframe #
Use the date-range selector in the page header to choose 30 days, 90 days, 1 year, YTD, All, or Custom.
Select How these numbers work for the dashboard’s metric definitions.
Revenue overview #
The overview cards distinguish attributed product revenue from the full value of orders after a conversation:
- Revenue through Chat: Revenue from products clicked in Chat, with its share of store revenue.
- Store revenue: Total store revenue for the selected period.
- Revenue after a conversation: Full order value from shoppers who chatted and later bought.
Revenue through Chat is included in revenue after a conversation. Do not add these amounts together. Neither figure establishes sales caused by Chat.
Revenue over time #
Revenue after a conversation over time groups order revenue by conversation start date. It separates clicked products from other products in those orders and shows the clicked-product share of the total.
Store comparison #
How chat shoppers compare compares shoppers using Chat with your store overall. It shows conversion rate, average order value, basket size, and revenue per session.
This shopper comparison is separate from the conversation counts below and does not measure incremental uplift.
Chat activity #
Chat activity over time shows conversations started, visitors using Chat, resolution rate, and estimated time saved. Use Review conversations to investigate the underlying chats.
- Conversations started: Conversations whose start date falls in the selected period.
- Visitors using Chat: Distinct visitor IDs associated with these conversations. An ID can represent a visitor or a session, rather than a unique person.
- Resolution rate: Solved conversations divided by those with a solved or unsolved result. Unclassified conversations are excluded.
- Estimated time saved: Five minutes per conversation marked solved. This is an estimate, not measured staff time.
The activity chart counts each conversation once: conversion followed; solved without conversion; not solved without conversion; or not yet classified. Converted conversations appear in the conversion group regardless of solved status.
A conversion in this chart is a conversation recorded as converted. It is different from the shopper/session conversion rate in the store comparison.
Conversation topics #
What shoppers need help with groups conversations by topic and shows conversation counts, solved counts, counts not marked solved, and resolution rates.
Search with Find a topic, switch between All conversations and Not marked solved, or select a topic to review its conversations.
Shopper feedback #
Do shoppers find Chat helpful? shows feedback from shoppers who rated their conversation. Positive feedback is the share of positive ratings among all positive and negative ratings; unrated chats are excluded.
Shopper feedback is separate from Clerk.io’s assessment that a conversation was solved. When no ratings exist, the section says so.
Unsolved conversations #
Where to look first highlights topics with the most unsolved conversations. Use it to prioritize improvements to Chat’s answers. When no unsolved conversations are available, the section shows an empty state.