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Tagged: Metrics

Every guide tagged "Metrics", newest first.

Bar comparison of three chatbot deflection definitions showing how the same conversations produce very different rates
Support operations
6 views

Chatbot deflection rate is the share of conversations that end without a person, and it is the easiest support metric to fool yourself with. A customer who gave up counts the same as a customer who got an answer. This guide covers the three definitions vendors use, how to measure the honest version, why published benchmarks are other people's stores, and what to change when the number moves.

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Store chat widget answering a product-page doubt about backpack size and suggesting the smaller model with price and stock
Ecommerce support
1,028 views

Engagement on a store is not chat volume; it is a shopper getting a correct answer at the moment of doubt. This guide covers the four moments where a chatbot changes behaviour (product-page doubt, pre-checkout shipping and returns, post-purchase order status, off-hours), the widget settings that help, the mistakes that push shoppers away, and six metrics with a four-week plan to measure them.

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