Statistics for WhatsApp Business

Callbell’s CRM integrated with WhatsApp allows a more structured and professional management of your chats coming from the famous instant messaging app.

Using WhatsApp within the company will give you access to all the benefits that the app offers, first and foremost the immediacy of communications and the high message opening rate. You can contact your potential customers at any time and wherever they are, in an informal way, creating a lasting and stable relationship.

However, the default app of WhatsApp Business has numerous limitations, one of these is the lack of a statistics module dedicated to the flow of communications passing through WhatsApp. This is why Callbell, the first CRM integrated with the WhatsApp Business API, helps your company to effectively structure incoming chats, and optimally manage relationships with your customers.

Thanks to the WhatsApp Business API integrated with Callbell you will have a report of all the interactions that your company has with its target audience. These statistics can be viewed in our dedicated Analytics module.

Click on this link if you want to know all the questions and answers about WhatsApp Business

To view the statistics of the business WhatsApp account all you have to do is create a free Callbell account, integrate your WhatsApp account and invite the dedicated sales or support team to respond to the chats.

Once you have set up your CRM integrated with WhatsApp you can start sponsoring this new communication channel to your customers. At this point you will be able to access statistics regarding WhatsApp chats, such as the number of conversations generated, messages sent and received, or the assigned tags.

Moreover, you will be able to see how the members of the team dedicated to the sale of your products/services or customer support are doing. You will be able to see how many chats have been assigned to each operator, and check the messages sent by each agent.

Callbell provides its own chat widget for free, which creates a direct link between your website and your instant messaging channels, including WhatsApp.

By integrating the widget, you will also have access to statistics regarding the chats generated through it, such as data on website visitors, clicks from the various messaging channels, the demographics of your visitors, types of browsers, and devices used by your users when they browse your website.

What do Callbell’s advanced statistics consist of?

Callbell’s Advanced Statistics module provides detailed metrics and data on the chats assigned to agents in various sales or support teams. We provide the following data in this module:

1) Team performance: this metric shows the average chat management time for both each individual agent and the entire team;

2) Online time per agent: it shows the time spent online (available) by each agent within the account;

3) Number of closed chats per agent: it shows the number of times an agent closed his or her chats during a given time period;

4) Queued chats: it shows in real time how many open chats are being handled by each agent;

5) Unanswered messages: it shows a real-time list of all open chats that have a customer message as their last message and are therefore waiting for an agent response;

6) Automatic Routing: it shows how the chats that interacted with the automatic routing bot were allocated;

7) Number of cases handled/rerouted: it shows the number of cases handled per agent, for a filterable time period;

8) Average time to reroute a chat to automatic routing: this metric is filterable by keyword and by agent (mean, p95 and p99) and shows the time that on average passes from when a customer starts a conversation (first with the bot and then with an agent) to when the chat is rerouted by the agent and resent to the bot.

These statistics will make it easier to collect and interpret data, and consequently have a solid foundation on which to focus decision making.

All this data will offer you interesting insights necessary to plan the future strategy of your business. Through an analysis of this data you will be able to plan corrective actions that can safeguard and boost your business.

In this way, you can always have your messaging channels under control, in particular WhatsApp, and better manage the work of your sales or support team within the CRM.

You will find all this and much more within the Callbell platform. If you need more information on how to use our integrated WhatsApp CRM, we recommend that you read this article.