Revenue statistics allow you to measure how much money your support team is generating by helping customers through the purchasing journey.
Support is typically viewed as a cost center. Your agent's job is to respond to customers as fast as possible, period.
In the context of e-commerce, your agents are not only responding to customers' requests, they are also trying to convert customers. Though, there is no easy way to track how much money your support team is generating. Some merchants have tried to connect their chat with Google Analytics to send chat events there and track conversion, but this not ideal because it's hard to set up and it doesn't account for sales that happen from a different device or channel. For example, you are a prospective customer, you ask questions to an agent from your laptop in the morning. Then, you buy the product in the evening. Google Analytics wouldn't associate the sale with the conversation.
That's why we built an easier way to track the revenue that is generated by converted tickets!
How it works
When your agents are responding to tickets, they have an opportunity to influence the sale, and to convert the customer.
The following statistic parameters are very important to be familiar with:
- Converted tickets: Tickets that were followed by a sale within 5 days;
- Conversion rate: Ratio between created and converted tickets;
- Total sales from support: Sum of amount paid by customers for orders associated with tickets (converted tickets). Refunds and order adjustments are taken into account.
Converted tickets are requests such as questions around delivery, returns, etc.
The page is already set up for you and can be found on the path Statistics → Revenue.
Here is the preview of Revenue Statistics in the Gorgias dashboard:
Then, you can adjust your statistics view by the relevant integration, ticket channel, ticket tags, or by the period of time that you want to check (the menu in the upper-right corner of the dashboard).
You can also track the breakdown of sales metrics per agent ('Sales per agent') and the number of new tickets and converted tickets per day ('Sales per day') using the graphs below:
Ask your agents if they think they are relevant and accurate. If so, you can create an incentive for them to hit certain numbers, and add the revenue generated from converted tickets as one of your support KPIs.
What if the customer creates two tickets at the same time?
In that case, we only attribute the potential sale to the ticket that's the closest to the sale date.
If an order is placed, but then canceled and/or refunded, will this be reflected in the revenue stats?
Yes, the sale data will be updated in the revenue stats, so if the order is canceled/refunded, the sale will be 0$.
Are pre-sale tickets now called tickets created, or do we display all tickets created there?
We have no longer any pre-sale tickets notion, we consider all support tickets like possible pre-sale tickets that's why we now display the number of created tickets.
When changing the store to display the revenue statistics, tickets created number stays the same for a certain agent, is this intentional?
The number of created tickets is not related to a Shopify store and so the number doesn't change when the selected integration does.
Are tickets with orders Pending counted in the Revenue Stats or is it only for paid orders?
Yes, this is intended, only paid orders are displayed in revenue statistics.
What happens with the unassigned ticket that is followed by the sale but assigned to the user later on?
The ticket will remain unassigned under revenue statistics even if assigned to the user later on.
Which time zone is used to display Revenue Statistics?
The time zone of the currently logged in agent is used. For example, if you have the time zone in your account set up as PST, then the statistics that you're viewing will be shown in PST as well.
For an order to appear in revenue statistics does the agent have to send a product link to the customer?
Nope! A customer's profile in Shopify is synced with their profile in Gorgias. This means we attribute any orders from the matching profiles (rather than a link) made within the 5 day period.