HiJiffy Product Announcement #1 —Introducing “Reports”
Today, we are announcing an awesome NEW feature!
We have listened to our clients’ feedback and from now on they can track the performance of their chat solution with the most up to date data!
What’s new?
On HiJiffy’s console, you will have a new analytics dashboard. There you will be able to see the latest data about your clients’ engagement with your chatbot and your team! Adding to that, you will also have access to the daily activity of your chat solution, like:
The volume of unique users
This metric illustrates the volume of people who are interacting directly with the hotel, whether to ask for more information, to clarify queries, to book a room, to request services or to give feedback (positive or negative)
What does this metric say about your hotel: it is an indicator of guests who are directly involved with you in an automatized way, without any human assistance. The higher the value corresponds to a lesser dependence on human intervention — though it’s important to mention that you must take into consideration the type of Chatbot that you have.
Your sources of traffic
Organic which are users interacting with the chatbot directly via Messenger; Widget that are the users interacting via Website Widget and, Facebook Ads representing users who clicked on a campaign and were redirected to the chatbot.
What does this metric say about your hotel: the traffic sources show in which channels customers are willing to interact with the bot. Volume differences can be interpreted differently: if the widget is the largest source of traffic, it may indicate that there may be a flaw in the website that causes users to seek help from customer support or that there is some pain point during the customers’ journey that makes them feel that they need clarifications. Organic traffic can be a mirror of social media activity, your users know that this channel is open for them to communicate with you. Facebook Ads traffic indicates if the audience you are communicating with has an interest/engagement beyond the ad click.
The number of times users requested to speak with a human agent
It points out the number of users who felt the need or needed, to speak with a hotel staff member.
What does this metric say about your hotel: It may demonstrate that there are issues the chatbot is not responding to, or issues that have not previously been addressed, as well as users who prefer to simply talk to a human agent instead of a chatbot —because it is a more complex request, a more sensitive subject or a complaint.
Users language
The language that users have predefined on Facebook Messenger.
What does this metric say about your hotel: it provides important feedback like if your website needs more polished translations for a certain language or if you only need to communicate in one specific language —allowing you to optimize costs.
How many times a human agent engaged with a customer
The number of unique requests that users made to talk to staff.
What does this metric say about your hotel: it shows that the staff is involved with clients when they ask to speak to them —it does not mean that this metric has to be on par with requests to speak with staff, because if there is a delay in response the user can, however, have been clarified. Staff can also be proactive and interact with users without them having asked to speak to a staff member.
The volume of the most asked questions (FAQs)
It is the number of times a chatbot answered a certain type of question asked by a user.
What does this metric say about your hotel: this performance indicator provides a great insight for hotels meaning it can measure the users’ intentions when using the chatbot. In addition, you can see what is not being clearly perceived on your website, what your marketing team is failing to communicate and users’ pain points that you might not even have a clue that existed.
…. and many other performance indicators that will help you gather key insights to improve your customer care service. Request a 14-days free trial and see the benefits of having our console.
NB: This is a viewpoint by Mariana Marques from HiJiffy. HiJiffy brings chat to the hospitality and travel industry, enabling customers to effectively connect with you through instant messaging apps.
