The Whisbi funnel, Conversion Rate, Average Rating and NPS
The Overview page in Whisbi Deck gives you the information about your campaign performance in different ways at a glance.
In the middle of the page, and crowning the rest of the graphs there’s the Sales box showing, for the KPIs and Time period, the amount of sales categorized calls.
The funnel breaks down into 4 stages what happens with your web visitors in the pages you have embebbed the Whisbi Widgets:
Impressions: The impressions measure the number of times the Whisbi Widget has been loaded in the browser of your web visitors
Clicks: The clicks measure the number of times the button has been clicked to open the LightBox from where your web visitors can request Video Chats or Video Calls.
Requests: This measures the number of times your web visitors have requested a Video Chat or Video Call. When your customers call your Whisbi Inbound number, this is also counted as a Request.
Leads: This measures the number of times a Chat session has been opened successfully or the times the Whisbi system has verified that the phone number for which the request was made is valid.
Bear in mind that a customer that has requested a call before and has a pending Lead won’t be considered a Lead again if a new call is requested.
The conversion rate gives you an idea of how well your campaign is selling by dividing the number of sales by the number leads for the KPIs and Time frame filtered.
At the end of your Whisbi sessions a survey will be shown. This will allow your customers to rate the experience.
On this section a rating average given during the period of time selected and for the KPIs filtered will be shown.
– NO DATA will be shown if you decided not to show the survey during your initial setup with your Customer Success Manager. – NOT SHOWN if the NPS is enable the average rating will not be shown.
Net Promoter Score (NPS):
At the end of your Whisbi sessions a survey will be shown. This will allow your customers to rate the experience and answer a question.
The Net Promoter Score (NPS) is calculated as the difference between the percentage of Promoters and Detractors. The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100.
On this section a NPS score given during the period of time selected and for the KPIs filtered will be shown following this color pattern:
- Less than or equal to 0: red
- From 0 to 50: yellow
- Greater or equal than 50: green