What metrics would you measure for a new feature on WhatsApp?

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Steilla Leon asked 14-Mar-2022 in troubleshooting by Steilla Leon

What metrics would you measure for a new feature on WhatsApp?

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Hitesh Vohra answered 15-Mar-2022 by Hitesh Vohra
  • Number of Chats in Total- This is one of the simplest ways to measure success. It's the total number of WhatsApp conversations you've had with your consumers over a given time period, which could be a day, a week, or a month. It also aids in determining the efficiency of a WhatsApp promotion, as an increase in the overall number of chats will result.
  • The amount of time it takes for an agent to respond to a chat request is known as the first response time, or FRT. This is a vital metric to track because the whole point of WhatsApp is to allow you and your customers to communicate instantly. Customer satisfaction is directly measured by this metric. Your customers will be unhappy if your first reaction time is too long. Simply put, it means that clients will have to wait longer for a response from one of your representatives.
  • The time it takes your agents to successfully address a customer's query is known as average resolution time. At any given time, live chat workers are handling one to three conversations. Customers that interact with a firm anticipate a speedier resolution time, even if they can multitask. As a result, this measure is one of the most crucial to monitor because it is a direct reflection of an agent's readiness and operational efficiency.


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