Unlock Actionable Insights with Advanced Analytics.

Stay on top of essential KPIs for your customer service and access real-time statistics on all activities across your service channels. ImBox Analytics comes standard with our chat, email management, FAQ, and forms, equipping you with the insights needed to proactively deliver world-class customer service!

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ImBox Chat

Maximize Chat Performance with Powerful Analytics

An effective analytics tool makes it easy to track and assess the performance of your live chat. With a comprehensive overview, you can monitor key metrics like chat response times, visitor sources, the pages that drive chats, and the topics discussed.

By tagging your chats, you can generate visual diagrams that offer real-time insights into the distribution of chat topics. After each session, apply tags based on the conversation’s content to easily identify trends and make data-driven decisions.

Number of chats today

See how many chats you receive and potentially miss. Sort by a specified time interval.

Number of chats per hour per timme

See how chats are distributed over a given time period and staff accordingly based on demand!

SLA – Service Level Agreement

See how your customer service has performed during the specified time period and whether the agreed SLA has been met.

Sort chats by topic

With tags, you can sort what your chats are about. In the “Chat Topics” section, the distribution of chats across different topics is clearly presented.

Which Page Chats Start On

Identify where on your website visitors initiate chats, providing valuable insights into user behavior and your website’s performance.

Average Response Time

Track the average response time of your agents, from the moment a visitor begins a chat to when they receive a reply, to ensure quick and efficient customer support.

Sales Tracking with E-commerce Tracker

Leverage your chat as a powerful sales channel and accurately measure its impact. Track exactly how much revenue each chat generates and identify your top-performing sales agents!

Developed in collaboration with leading e-commerce companies, this “sales tracking” feature is specifically tailored for online shops. You can also measure the impact of chat on upselling and uncover strategies to increase your average order value.

Sales Value per Chat
Number of Products per Purchase
Chat Conversion Rate

Measure precisely how much revenue each chat generates and how it impacts your average order value

Installing the e-commerce script on your “thank you” page is simple, allowing you to easily track the revenue generated by your chats. Use this data as a benchmark to motivate your team to actively leverage chat for sales.
Imagine having the ability to know exactly which chats and agents are driving revenue, enabling you to focus on coaching and rewarding your top performers. Additionally, this tool can track and highlight how chat contributes to upselling and increased order value, giving you clear insight into your ROI.

Boost Your Average Order Value by Over 17% Per Customer

A leading e-commerce company specializing in office furniture for businesses began using chat, and with the help of the e-commerce tracker tool, they saw their conversion rate double—from 12.5% to 25%. By leveraging chat as a sales channel, they were able to upsell and provide expert advice to visitors who were already considering a purchase.
A consistent trend among businesses using chat for sales is that customers who engage in chat tend to have a significantly higher average order value compared to those who don’t use chat.

ImBox FAQ

The Analytics Tool for Your FAQ That Enhances Both Your Website and Service

Understand what your visitors are searching for and improve the content they need on your website. By implementing an FAQ on your site, you provide self-help options for your visitors while also gaining valuable insights into the questions they’re asking.

Unlike a static “Frequently Asked Questions” page, a dynamic FAQ captures all search queries, including manual entries in the search field. This helps you identify if customers are using different terms or synonyms for questions you’ve already answered. With the analytics tool, you can access data such as the number of views for specific answers, feedback on answer quality, top searches, and much more. This information allows you to fine-tune both your website content and your customer service.

Most Viewed Articles

Track how many times visitors have read each article and identify your most popular content. You can also see which category each article belongs to.

Most Popular Article per Page

Discover which articles are most viewed on each specific page of your website.

Searches Without Results

Identify searches in the FAQ that don’t return relevant articles, highlighting opportunities to improve your content.

Ratings

Allow visitors to quickly rate whether they found an article helpful, providing instant feedback on its effectiveness.

Article Feedback

Review the comments left by visitors on specific articles to gain deeper insights into their needs and improve your content.

ImBox Email Management

Case Management System with Analytics: Boost Your Efficiency

Enhance and measure your customer service performance with a powerful analytics tool. Monitor response times, track the daily flow of incoming and outgoing emails, and ensure timely follow-up. With specialized statistics for case management, you can quickly identify areas for improvement and establish KPIs that allow you to benchmark your customer service.

Service Level Agreements (SLAs) are crucial metrics for many customer service departments. An SLA, or Service Level Agreement, sets the standard for the level of service your organization commits to delivering, helping you maintain consistent and high-quality customer support.

Daily Activity

Monitor all employees’ daily activity, including outgoing, incoming, and newly created cases.

Number of Emails Sent per Case

See how many emails are needed to resolve each case with a quick overview.

Cases Sorted by Topic

Gain a clear understanding of the topics your cases cover, such as invoices or customer support issues.

Average Response Time for Cases

Track the average response time for handling incoming cases.

Case Handling Time

View the average time it takes to complete and close each incoming case.

Wait Time for Follow-Up

Measure how many incoming cases have been processed within your set SLA time, ensuring prompt follow-up.

ImBox Forms

Web Forms

Optimize your customer service with smart web forms that include built-in analytics. These tools allow you to quickly identify the nature of your customers’ inquiries, helping you to enhance the overall service experience. By analyzing the data, you can pinpoint areas for improvement, leading to more satisfied customers and more efficient service processes.

Our dynamic web forms are fully customizable to meet your specific needs, ensuring you collect the right information from the start to deliver accurate and timely service.

Total Number of Submitted Web Forms

Track the number of forms submitted by your website visitors, sortable by day for easy analysis.

Submitted Case Forms per Hour

Gain insights into your audience by identifying the peak times when forms are most frequently submitted.

Sort Forms by Topic

Easily view the topics your customers are reaching out about through the web form, helping you better understand their needs.