If you don’t know how your bot is performing, you can’t know what to keep doing and what to tweak. And if you're not making small adjustments to your chatbot over time, your conversational marketing campaign won't be as successful as it could be. That's why we're sharing four ways you can get more data about your Messenger chatbot's performance, so you can make it an even more useful tool for your customers and your business.
Take advantage of native stats for each block or card
Chatfuel automatically shows stats that reflect how users are interacting with different sections of your bot.
👉 If you're building your chatbot in Chatfuel's Automation-->Flows tab, you'll see four Flow Builder stats at the top of each card in your flow. They are:
- Sent: The total number of times that message was sent to users
- Delivered: The percentage of times that message was successfully delivered to users
- Seen: The percentage of times that message was seen by users
- Clicked: The percentage of users who clicked a button(s) inside the card
💡 Tip: The stats show up as a percentage of total viewers by default. If you’d rather see the total number of users, just hover over the stat. The absolute number will then appear as a tool tip.
👉If you're building your chatbot in Chatfuel's Automation-->Blocks tab, you'll see inline stats in the left-hand panel under each block. (If you don't see any numbers below your blocks, click Show stats above the group of blocks. If you don't want to see the data, you can always click Hide stats.)
There are two stats shown under each block:
- The number next to the 👁️symbol represents the number of users who have viewed that block.
- The number next to the 👆symbol represents the number of users who have clicked an element within that block—whether it’s a link, a button, a quick reply, or any other clickable piece of content.
💡 Tip: The click-through stat shows up as a percentage of total viewers by default. If you’d rather see the total number of users who clicked, just hover over the stat. The number will then appear as a tool tip.
Why you should monitor your chatbot's stats
Use chatbot stats for the same reason you’d use any other type of data: to learn from your users and improve your methods for converting them. These stats can show you where there might be bottlenecks, friction, or confusion for users in your bot's flow. And once you know where the issues are, you can fix them to optimize conversion rates and boost engagement, sales, or whatever your goal may be.
Here's an example. Let’s say your ecommerce business sells space heaters, and you have a product recommendation bot that helps users find the right one for them. First it asks about their price range, then whether the heater is for a bedroom, living room, or garage.
But the third question asks how many watts they want their space heater to have, and that’s where you notice lots of users dropping off. It could be a sign that most people don’t know how many watts they’re looking for, so you should either educate them first, or change the question.
Finally, studying your Facebook chatbot's performance stats can also help you...
- See what users respond to best. The stats will clearly show you where users drop off during your bot’s flow. You can focus on that section, then, and improve it to keep users engaged. Are people dropping off in the block or card where you have a call to action? Try strengthening the CTA itself, add images, emoji, or a GIF, or include an offer.
- Discover who your most engaged users are. If you click any of the stats, you’ll be directed to the People tab. There, you’ll be able to see a list of the users who saw, received, viewed, or clicked that block or card there. Depending on your business, you might want to reach out to these users directly to get more information or close a deal personally. Or, you may want to export their data and use it to make a custom or Lookalike Audience on Facebook. That way, you’ll be able to reach more people similar to them via highly targeted News Feed ads or sponsored messages.
Best practices for getting the most accurate chatbot stats
💡 Tip #1: For best results, don’t put too much content within one block. It’ll be harder to tell which factor you need to change to improve performance.
→ For example, if your bot asks for three pieces of lead information, put each of the questions in its own block or card. That way, if the stats are showing that users drop off after block/card two, you’ll know that the question there asks for information most users don’t want to give at that stage. If the questions were all in one block or card, you wouldn’t know which one was causing the issue.
💡 Tip #2: To get the most clarity about how users behave in your bot, use stats with other Chatfuel tools. User attributes is an especially useful option.
→ Let’s say the product-recommendation bot for an online clothing store asks users to choose from six product categories to get started: pants, shorts, shirts, dresses, shoes, or coats. These categories are each represented by a quick-reply option. The stats show that there’s a 90% click rate for the block or card containing these options, which is great. But if you wanted to know which of the quick replies users were clicking, you’d need to link an attribute to each one.
Build the most efficient bot for your business
Data is key to the bot-building game! You’ve got to know how people are responding to your Messenger bot’s content so you can tell if it’s actually helping you achieve your business goals. Chatfuel makes this data easy to see with stats.
Ready to get started building a chatbot for your business? Sign up for your free Chatfuel account today. Then, upgrade to Pro when you're ready for unlimited users and priority support. Run a marketing agency? Learn more about how our Premium Agency plan can help you grow your business.