Journal · Online store
Product clicks and add-to-cart: what a chat really tells you
- The situation
- The number of conversations in a chat shows activity, but it doesn't say whether the store sells more.
- What I proposed
- Let's track the steps that lead to an order, not just how many conversations took place.
- What I fixed
- ShopBot shows the conversations, but also which products customers click on and what they add to the cart, plus the search topics.
- The result
- The store sees whether the assistant leads people to a product and to the cart, not just whether it is used.
A long conversation is not a sale. What matters is what happens next: whether the person reached the product and put it in the cart.