Are you tracking your WhatsApp live chat metrics? No? Well, you should be! 

WhatsApp has become a vital part of every business’s customer support strategy, and it’s clear to see why. With over 2 billion active users worldwide and an average of 100 million messages sent on the channel per day, WhatsApp is one of the most convenient places to communicate with your customers. 

As one of the most popular communication channels in the world, WhatsApp is an absolute goldmine for tracking key support metrics to help monitor your support agents and optimize your overall support processes. So, how exactly can you do this? With a Product Success Platform like FROGED, of course! 

So, let’s dive into everything you need to know about Whatsapp live chat metrics and how you can track your support agents using FROGED! We’ll cover: 

  • Why use WhatsApp for Live Chat Support?
  • How to Measure WhatsApp Live Chat Performance
  • Main benefits of the FROGED WhatsApp Integration
  • Get Started with FROGED WhatsApp Support
  • Track WhatsApp Live Chat Metrics of your Support Agents

Ready? Let’s go!

Why use WhatsApp for Live Chat Support?

WhatsApp has the most active monthly users than any other messaging platform, making it one of the most accessible channels for your support team to communicate with your users and fulfill immediate needs. 

Because of this, it’s a fantastic channel to track key support metrics, including: 

  1. Average response time: The average time it takes for one of your support agents to get back to a customer
  2. Average resolution time: The average time it takes for a customer’s issue to be resolved
  3. Number of open chats: The number of chats awaiting to be resolved 
  4. Chat to conversion rate: The total number of visitors converted out of the total number of visitors your support agents have chatted with

You can find more top support metrics in our recent article on important support metrics to track in SaaS

How to Measure WhatsApp Live Chat Performance

Measuring metrics in Whatsapp itself is limited. The WhatsApp Business App only offers stats on messages sent, delivered, read, and received. To get more metrics from your WhatsApp channel, you need to connect with an API or a Product Success Platform (PSP) like FROGED

FROGED’s PSP offers an all-in-one support metrics solution that manages your Whatsapp messages to and from users while also tracking your support team’s performance through vital metrics. Let’s take a look in more detail at exactly what benefits you get from FROGED’s WhatsApp integration

Main benefits of the FROGED WhatsApp Integration

1. Track Metrics

Through the FROGED WhatsApp integration, managers get a comprehensive overview of the performance of their support agents all in one place. You can access a wider range of metrics than WhatsApp currently offers, including:

  • Number of new conversations 
  • Number of active conversations
  • Average first response time 
  • Average resolution time 
  • Customer Satisfaction Score (CSAT)

With this data, you have everything you need to effectively monitor both your support team and your processes and identify areas that need improvement or more investment. 

2. Speech Analytics

FROGED uses speech analytics so you can track keywords and monitor your WhatsApp conversations. You can pre-define the keywords you want to track, and FROGED will identify and record these words in a spreadsheet for your analysis. 

You can use this feature in a variety of ways. Here are some examples:

  • Get insights into the proportion of positive experiences your customers have by monitoring positive or negative key phrases
  • Identify the product features that encounter the most issues by tracking the number of times customers use the feature name in conversations 
  • Use specific words as triggers so that your support team can send specific help articles or other resources to help the user

3. Multi-channel and Multi-agent

You can integrate WhatsApp, along with other communication channels, all with FROGED, to create a centralized robust system that all of your support agents can access at the same time and easily manage. 

Not only is this a very convenient solution where your support team has access to all communication channels in one place, but it means that there is a much lower risk of any messages getting lost or forgotten. 

4. Reach out first

Usually, through Whatsapp, businesses can only get in touch with customers first if they already have them as a contact. With FROGED, you only need to have your customer’s number in order to reach out first, so you can practice proactive customer support and reduce that crucial resolution time.

5. Route your Chats

FROGED’s automatic routing means that customers’ messages are always assigned to the most appropriate department. You can group messages according to a specific group (sales, admin, or customer support) and even to specific functions (product features, pricing options, etc.). 

This automated feature ensures that customers’ queries are immediately in the right hands, offering a personalized approach to optimize every customer’s experience. 

6. Speed up Customer Service

As mentioned above, each and every one of your support agents can access the FROGED platform and communicate with customers all at the same time. As a result, you can hugely reduce your average response time and make your support process more efficient. 

Get Started with FROGED WhatsApp Support

Integrating your WhatsApp with FROGED is super easy since FROGED integrates with the customer engagement platform, Twilio. All you need is a Twilio account, access to your WhatsApp Business App details (including your number), and sign up to FROGED! Here’s an in-depth step-by-step on how to integrate WhatsApp with FROGED.

Need additional help setting up your FROGED WhatsApp support? Book a demo with FROGED today to set up your own Whatsapp support solution!

Track WhatsApp Live Chat Metrics of your Support Agents

If you’re using WhatsApp as one of your main channels of communication and support, what are you waiting for?! Get the most out of your WhatsApp communication by using a PSP like FROGED for a simple and easy-to-use customer support solution that packs a real punch. 

FROGED is an all-in-one platform that allows your support agents to manage all your communication channels in one place, all at the same time! What’s more, you can access a wide range of useful metrics, employ speech analytics, and route your chats for an efficient, personalized customer experience that will help turn your customers into serious brand ambassadors

Interested to see how FROGED can transform your customer support operations? Book a demo now to see it all in action and set up your customer support solution.