Overview
This section highlights the importance for unified analytics for all individual systems at Haptik. For our consumers, the experience is unified & so should be the analytics. This brings us to a question, What is Commerce Analytics?
Commerce Analytics is the process of discovering, interpreting, and communicating data patterns related to online business. It comprises a complete data set that will be available to our customers. This will help them to draw below commerce related insights for their business:
- Number of Total Conversations
- Number of Total Messages
- Average Number of Messages per Conversations
- Number of Total Users - Unique versus Repeat
- Top Searched Categories
- Top Searched Product
- Number of Top Selling Products
- Use Cases/Intents
- Number of Conversation leading to ‘Add to Cart’
- ‘Add to Cart’ Value
- Devices/Platforms
- Location
It also displays other valuable business metrics as below:
- Bot Automation Rate
- CSAT Score or NPS score & Many More.
Consumer Accessibility
This entire data would be provided in the client’s S3 bucket, in the following indexes:
- Message-index
- Conversation-index
- Chat-index
- Agent Metrics-index
- Feedback-index
- Session-index [Commerce+ Data]
- Interaction-index [Commerce+ Data]
Note:
Above data will be dumped real-time except for the conversation-index which will be dumped at the 24th hour as per the 24-hour conversation logic.
The data is in the raw JSON format.
Feature Enablement
Reach out to your respective CSMs to enable this feature. You will be asked to share your S3 bucket credentials & voila! You will be able to visualize the above mentioned metrics in your BI tool.