The widget shows the number of old and new customers who entered chats during the selected period.
You can organize the data by two main metrics: managers and channels.
Below the widget name you can find filters that allow you to:
- select a time period to view data (by default, the last week is displayed);
- collect statistics by all managers and by an individual manager;
- analyze data by UTM tags transmitted with the chat;
- collect statistics on tags related to the customer.
New customer is a unique customer who wrote to the store for the first time, and is not linked to a current customer.
Old customer is a customer who exists in the system and has written at least one message during the specified period. It does not matter when the dialog was opened - today, yesterday, a week or a month ago. It also doesn't matter whether the dialog was assigned to a manager and whether the company responded. If the manager himself writes first to an old customer who has not written anything for the specified period, such a customer is not counted in the “Old Customers” metric.
For example,
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On November 1 a new customer was added to the system. On November 2 he wrote in the chat for the first time - we set the filter for November 2 and see "Total old 1". The dialog was not closed, and on November 3 the customer wrote again - we set the filter for November 3 and again we see "Total old 1". If you filter the period from November 2 to November 3, the report will show "Total old 1", because the communication was with the same person, not with two different ones.
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The customer is not in the database, he writes for the first time in chats on November 1 - we set the filter for November 1 and see “Total new 1”.
The dialog is not closed and the customer writes the next day (November 2) - we set the filter for November 2 and see “Total old 1”.
Then we filter the period from November 1 to November 2 and see “Total new 1”, because from the beginning of the period the customer was new and continued to write the next day.
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On October 1 a new customer wrote in chats for the first time. Then he wrote something regularly every day until the end of the month - we set the filter for the whole month from October 1 to October 31 and see “Total new 1”. However, if we filter from October 2 to October 31, we will see “Total old 1”. This means that during the period there was communication with one new or one old customer.
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If one customer writes to two different channels, for example, to two WhatsApp numbers, there will be two chats, and this it will be counted as one customer.
If on November 1 an old customer wrote to both channels, then setting the filter for November 1, we will see “Total old 1”.
Information from the report can be downloaded as a table in different formats (xlsx, csv, xml, json) by clicking on the corresponding icon in the upper right corner. The download will correspond to the set filters.
The data in the report is updated once per hour.