Metrics on WhatsApp are a feature that many businesses use and look for today. This is mainly due to the mindset shift consumers have had in 2022. Internet and messaging app sales are increasingly difficult to achieve, especially in an environment where competition is bombarding people with ads. It is obvious that strategy will always be the best way to go.
You may be wondering how it is possible to provide detailed metrics on WhatsApp regarding the messages we respond to daily, the tags that are used or the most purchased products. We have already said that WhatsApp does not offer this type of service; in fact, the app is not optimized to work with sales or support teams, since it was designed with the sole purpose of talking to relatives and friends.
It is for this reason that there are tools like Callbell that will help you obtain specialized metrics for your business. These metrics are mostly used to manage sales, support or call center teams. Simply put, the metrics show overall team performance, queued chats, unanswered messages, and auto-routing status.
In this article, we will describe how to obtain specialized metrics on WhatsApp and other social networks. What are the metrics, and what tool can help you achieve them
WhatsApp metrics are nothing more than a page of detailed statistics regarding everything that happens within your company on WhatsApp. The messaging app cannot provide this functionality. For this, it is necessary to use an external tool such as Callbell, which extracts all the messages from your WhatsApp account and allows you to manage them with multiple agents, collect metrics on WhatsApp and add various external features that could be very useful for the sales, support and call center teams.
WhatsApp metrics are extremely important because they give us a general and essential overview. To find out if the individual behaviors of agents or work teams are aligned with the strategic objectives of the company, to talk about the activity and productivity of each agent, having these metrics is a determining factor for any company, especially when it comes to CRM for WhatsApp.
The importance that each company attaches to all of these parameters can vary, but there are some that are vital to the success of any company’s communication process.
A company mainly measures these indicators, to know and define some factors such as:
a) The personal dedication of each employee.
b) The level of attention in a task of each individual.
c) The degree of daily productivity in relation to the active time of each employee.
Most importantly, the metrics allow us to understand how our business is progressing and how we can improve it. Moreover, they also allow us to develop specific strategies to scale and detect points for improvement in our company.
Callbell, the best tool for obtaining metrics on WhatsApp
Within the communications market, there are platforms that can help companies obtain specialized metrics about their business. These tools help improve sales and support processes, develop process optimization strategies, monitor service agents and, in turn, keep the environment monitored and optimized. Metrics are a fundamental part of any business and this is undoubtedly essential for the proper functioning of any business.
So, your best bet is to try a comprehensive tool for a support, sales or call center team that works great with a CRM for WhatsApp. This will allow you to manage an unlimited number of messages, add collaborators to your support or sales teams, provide complete statistics on your communication process; this is because it is extremely easy to use and it offers you a clear organization as well as efficiency and effectiveness at work: Callbell can be the solution you are looking for.
Team performance
This report shows the average chat handling time for each individual agent and at team level. The chat handling time is calculated from the moment an agent starts a new conversation (it can be a new contact or an existing chat that is reopened with a new request from the customer), to the moment the agent ends the conversation. In this way, this report helps us to understand how long, on average, each agent takes to manage a chat that has been assigned to him and to compare his performance with that of the other agents within the account.
Queued chat
This report shows in real time how many open chats each agent on your sales or support team manages. This helps us to understand if, for example, a particular agent is overloaded with work and also, if necessary, to redistribute the chats assigned to the agents who find themselves with fewer requests to solve.
Unanswered messages
This report shows the list of all open chats with a request from a customer who is therefore waiting for a response from the agent. In addition, it shows his/her waiting time.
Automatic routing
This report is only available in accounts that use automatic chat routing and it shows, based on the keywords configured in the automatic routing flow, how chats that interacted with the automatic routing bot were distributed.
If you want to know more about Callbell’s tool and how it can help you improve communication processes with your customers, you can click here.
Frequent Questions
What are WhatsApp metrics?
WhatsApp metrics are nothing more than a page of detailed statistics regarding everything that happens within your company on WhatsApp. The messaging app cannot provide this functionality. For this, it is necessary to use an external tool such as Callbell,which extracts all the messages from your WhatsApp account and allows you to manage them with multiple agents, collect metrics on WhatsApp and add various external features that could be very useful for the sales, support and call center teams.
Why is it so important to have metrics on WhatsApp?
WhatsApp metrics are extremely important because they give us general and essential overview. To find out if the individual behaviors of agents or work teams are aligned with the strategic objectives of the company, to talk about the activity and productivity of each agent, having these metrics is a determining factor for any company, especially when it comes to CRM for WhatsApp. The importance that each company attaches to all of these parameters can vary, but there are some that are vital to the success of any company’s communication process.
A company mainly measures these indicators, to know and define some factors such as:
- The personal dedication of each employee.
- The level of attention in a task of each individual.
- The degree of daily productivity in relation to the active time of each employee.
Most importantly, the metrics allow us to understand how our business is progressing and how we can improve it. Moreover, they also allow us to develop specific strategies to scale and detect points for improvement in our company.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct
