Self-Service Statistics

Updated 4 weeks ago by Tamara Zaric

The Self-Service Statistics Page is part of the Automation add-on. You are now able to measure the full impact of self-service.

To get access to this feature, please enable your Automation add-on first by navigating to SettingsAutomationSelf-service. You can also subscribe to it from your Billing & Usage page.

How it works

You will be able to measure the impact of self-service on your workflows and see the value added by the Automation add-on.

This page has 3 main focuses:

  • Help you track how many shoppers' requests are handled via self-service:
    - See the number of self-service requests and how self-service answers your shoppers' needs;
    - See the share of automated requests and how self-service frees you from answering repetitive questions;
    - Compare self-service usage versus regular live chat tickets and see how self-service allows a triage of chats influx.
  • Show the evolution of your self-service usage over time.
  • Share actionable insights with you about your products. You can see exactly which of your products generate return requests and issue reporting the most.

Setup instructions

Here's how to find and use your new self-service statistics:

  1. Please navigate to your SettingsStatistics:

  1. You will find the page that you're looking for under AutomationSelf-service:

  1. On the page, you will find several sections showing the impact of your self-service setup. Once you select the time period and the stores in the upper-right corner, you can see the number of self-serve requests, the percentage of deflected tickets, the number of unique customer interactions, the number of tickets created and the total percentage of your self-serve usage:

  1. Below the general overview you will find the Self-service flows distribution chart. This chart will help you compare the volumes of self-service interactions split between 'Track', 'Cancel', 'Return' and 'Report Issue' flows:

  1. Next up you will find a list of the most common products that your customers complained about using 'Report Issue' and 'Return' self-service flows:

Please just keep in mind that the numbers are aggregated for both self-service in chat and self-service on your help center. For example, if you select your Shopify store 'A' where you activated self-service in chat and on the help center, you will see the numbers corresponding to both self-service in chat and self-service on the help center page for store 'A'.

Now, here's how these metrics are calculated!

Metrics

Self-service requests

Self-service requests are the sum of all of the interactions for all self-serve flows and for the selected date range and self-service(s).

Please keep in mind that a request is counted only if it has been finalized, meaning that the user arrived at the end of the flow.

For example, if a shopper does 3 three different requests consecutively, we count all 3 self-service requests.

Automated requests

This metric counts the 'Track order' flow requests only (for now at least) and it is displayed as the percentage of the total number of self-service requests. It is the sum of all 'Track order' self-service flows completed.

Total unique customers

Here you can see how many unique end-customers use the self-service interactions in comparison to the total number of interactions for the selected date range and chat channel(s). For example, 1000 interactions made by 700 unique customers, based on their distinct customer ID.

Tickets created

Here we're counting the number of tickets auto-generated after 'Return', 'Cancel' and 'Report issue' self-service interactions.

What's important to note here is that if a shopper does several self-service requests auto-generating tickets consecutively (or at least in a 3-day time window) - for example, they do a 'Report issue' request and then a 'Return' request - it will only create a single auto-generated ticket. Thus, this metric of tickets created via 'Return', 'Cancel' and 'Report issue' flows can be inferior to the number of self-service requests performed for these 3 flows.

Self-service usage

This is the ratio between the number of interactions from shoppers who open the chat and got through self-service versus the total number of tickets created via the chat.

Example:

a = the total of self-service requests from the 4 flows

b = the total of chat tickets (excluding tickets auto-generated by self-service requests)

Self-service usage = a / (a+b)

Self-service flows distribution chart

This bar chart compares the volumes of self-service interactions split between:

  • 'Track', 'Cancel', 'Return' and 'Report issue' flows.
  • The split between self-service fully automated requests and semi-automated requests ('Cancel', 'Return' and the 'Report issue' flow).

Report issue/Return flows

Here you will find lists of the products that your customers most often used the 'Report issue' and 'Return' flows for. However, please keep in mind that we only count the ones where the shopper completed the self-serve flow.

We hope you'll find our new self-serve statistics useful and please feel free to share your feedback with us anytime! You can write to us at support@gorgias.com or reach out to us via our live chat.


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