What are Revenue Statistics?
Generally, customers contact you about 2 types of requests:
- Pre-sale tickets: questions customers ask before placing an order, like product-related questions, availability, etc.
- Post-sale tickets: such as questions around delivery, returns, etc
When your agents are responding to pre-sale tickets, they have an opportunity to influence the sale, and to convert the customer.
Revenue statistics allow you to measure how much money your support team is generating by helping customers through the purchasing journey.
Why did Gorgias created this?
Support is typically viewed as a cost center. Your agents' job is to respond as fast as possible to customers, period.
In the context of e-commerce, your agents are not only responding to customers request, they are also trying to convert customers. Though, there is no easy way to track how much money your support team is generating. Some merchants have tried to connect their chat with Google Analytics to send chat events there and track conversion, but this not ideal because it's hard to setup and it doesn't account for sales that happen from a different device or channel. For instance, I'm a prospective customer, I ask questions to an agent from my laptop in the morning. Then I buy the product from my laptop in the evening. Google Analytics wouldn't associate the sale with the conversation.
That's why we built an easier way to track the revenue that is generated by pre-sale tickets.
How to use the Revenue statistics?
Start monitoring the conversion statistics for 2 months.
Ask your agents if they think they are relevant and accurate. If so, you can create an incentive for them to hit certain numbers, and add the revenue generated from pre-sale tickets as one of your support KPIs.
The goal here is to distinguish tickets that are about a potential future sales (pre-sale tickets) and tickets that are about a sale that already happened (post-sale tickets).
An order that has a total_price that is not 0.
Tickets that are either:
- followed by a sale within 7 days after being created.
- not followed by a sale within 7 days after being created AND not preceded by a sales within 45 days before being created.
Tickets that are not followed by a sale within 7 days after being created AND that are preceded by a sales within 45 days before being created.
Here's a chart to recap how pre-sale and post-sale tickets are defined:
Tickets are matched with orders using the customer's email address. You can also manually match them in Gorgias, using the right sidebar.
This feature is in beta, so if you try it, please let us know what you think. This will help us improve it.
We hope this will help you show the return on investment of your support team!
What if the customer creates two tickets at the same time?
In that case, we only attribute the potential sale to the ticket that's the closest to the sale date.