The TokyWoky Chat allows you to seek advice from other visitors. For visitors, it's a tool for assistance, guidance, and interactions. Visitors can both ask questions to the community and provide answers to other users.
For the users
This helps guide these users in the hope that people who lacked information, had a question, a doubt, or needed a recommendation would receive feedback from another visitor, the bot or an admin, so the visitor can make the purchase.
Our chat also feature a "Dynamic FAQ" this tool detects keywords in the chat, enabling automatic responses to visitor questions. Its use allows for the insertion of redirection links in responses provided by the Dynamic FAQ.
Glossary
Coaches
- Coaches are visitors who have achieved coach status by receiving 3 "thank you" responses for their answers to visitors.
Thank Yous
- When a visitor who has asked a question believes that an answer has helped them, they can express their gratitude by clicking the "Thank You" button for the user who responded.
- Thank you responses accumulate and contribute to the points earned by coaches.
Coaches' Platform
- When a visitor becomes a coach, they are invited to the gamified platform exclusively reserved for the community chat coaches. They can interact between coaches and get support from our TokyWoky Community Managers if they need assistance.
Back office definitions
When accessing your community chat back office, you will come accross the following themes.
- Visitor-provided Responses: Answers provided by visitors in the chat.
- Coach-provided Responses: Responses given by coaches in the chat.
- "Thank You": Acknowledgment of the visitor-provided answer (enables coach status after receiving 3 thank you responses).
- Response Rate: Percentage of provided answers in relation to the questions asked within the requested period.
- Satisfaction Rate: (calculated using the number of thank you responses) a representative percentage of the utility of all answers provided in relation to questions asked.
- FAQ Consultation Count: The number of asked questions that triggered the Dynamic FAQ.
- Proportion of Questions Answered by the FAQ: The total percentage of questions asked by visitors for which the FAQ provided answers, within a given period.
- Conversion Rate with TokyWoky: Conversion of site visitors who made a purchase after an interaction in the chat.
- TokyWoky Revenue: Total revenue generated after using the TokyWoky Chat (total € orders within the period).
- Keywords: Words present in questions within a given period.
Learn how to use the back office here: TokyWoky Chat - Back Office User Guide