Analytics will help you find out in a couple of clicks how and how much your managers correspond, and notice the increase or decrease in interest towards your product or service.

Everyone who has access to a personal account can see the data in the "Analytics" section. Also employees with the "Manager" role can use the analytics by clicking the ⋮ button in the window with all chats in CRM.

Analytics doesn't show up in the mobile app or in the Wazzup chat, which is opened from the card in the CRM.

How to find out who among the salespeople answers for a long time

Go to the "By employee" tab → open the "Average response time" chart.

The average response time of all employees is an indicator of the service level in the sales department. The lower it is, the service is better and clients are happier.

The average response time of a particular employee is a reason to scold him or give the employee a premium.

If the graph shows that the average time of the salesman has increased or decreased, you can figure out what's wrong: look at the number of messages and dialogs of the employee.

Let's say that yesterday the ratio between a manager's average response time, the number of messages, and the number of dialogs was as follows:

And today it became this:

The number of messages, dialogs, and average response time has increased. Apparently, the manager is too busy, and therefore does not meet the deadline.

If the response time is growing by itself, perhaps the salesman is fooling around in the workplace. Or may be busy with other duties. It's worth checking out what's going on there.

It may be that a salesperson's average response time is 0. This means that he has either not yet communicated with customers at all, or has written to them, but has not yet received a response. If the employee systematically ignores clients the response time will be >8 hours.

How to make sure a salesperson really corresponds with customers

To do this, you need to compare two analytics in the "By employee" tab: by messages and by dialogs.

The analytics in the table will help you to notice the strangeness in the correspondence and understand whose work is worth paying attention to.

If the seller has few dialogues, but a lot of messages

Either the customers ask a lot of questions, or the salesperson is flubbing.

The second creates the impression of active work for the manager and pisses off the client. It's not very pleasant to get 100 messages in a row with only a couple of words in them. Check the correspondence just in case.

For example, when in a day the manager Valera sent 178 messages in one conversation it is weird. What did he chat about so much with the client? The manager should read the correspondence.

If a salesperson has a lot of dialogs, but few messages

It's fine if salespeople make appointments or calls on messengers, and discuss all the details verbally.

But if you're selling mostly in text messages, those statistics look suspicious. Either the employee is a great salesperson, so customers buy quickly, or the salesperson ignores messages, doesn't lead the person to purchase.

When Alex has 19 messages in 15 conversations, maybe Alex is just ignoring clients.

How to find out when and why interest in a product grows

Interest in your product or service is reflected in the "New Dialogs" chart on the "By Dialogs" tab.

Here you can see how many clients wrote first on a particular day or period. Dialogs that were created manually or automatically get here. Only dialogs that have not contained messages before are counted.

If managers write first to clients who have left a request, then the number of dialogs started by the salesperson can also be taken into account.

Look for a correlation between the number of new dialogs and your actions affecting that number.

If the chart is growing

If you noticed a sudden flood of messages from clients last Wednesday, see what might have influenced it: a successful social media post or a radio ad, for example. Maybe this successful move can be repeated to attract more customers.

If the chart is falling

If you find that message traffic is always lower on Fridays, maybe your Friday needs some kind of promotion or advertisement. But only if the dramatic drop in customer requests is a problem and needs to be addressed.

FAQ

How to see stats for last week, a specific day, or other period

Above the graphs you can select different periods to display the statistics - day, week, month. If necessary you can see the statistics for a specific period, even for three specific days in November, or for six weeks at the beginning of the year.

How to view statistics for a specific channel

You can view statistics by channels only in the "By dialogues" tab. To do this, click on the "Edit" button on the "Channels" panel and specify the required ones.

How to make statistics

Employees with the "Manager" role can view the statistics. If you want salespeople to keep track of their results, you can give them this role. But remember: then the employee will see all chats of the sales department, not just those for which he/she is responsible. And all the statistics will be available to him, not personal ones.