TokyWoky Chat - Back Office User Guide

The back office elements are designed for tracking community chat performance. They provide access to a variety of data and enable various actions within the Back Office (BO). You can explore metrics related to chat interactions, engagement levels, and other performance indicators, facilitating effective management and analysis of community activities.

To access the Back Office (BO), click here.

Reporting & Data Interpretation

Composition of Your Reports

The purpose of a Toky report

A report is a presentation that allows you to illustrate figures and activities that occurred on the chat during a specific period (monthly, bimonthly, quarterly, annually, etc.). It helps verify performance indicators and discover visitor insights, enabling you to make relevant recommendations. It provides a snapshot of chat activity at a given moment.

How often should you create a Toky report

The report frequency depends on the contract in place. To determine how often you should create a report, you can refer to the initial contract you signed or consult your Customer Success Manager directly.

Interpreting BO Data

You will find the data used is derived from the BO, and it allows you to measure the effectiveness of various KPIs and discover insights and recommendations.

  • Quantitative Data: response rate, utility rate, questions asked, questions answered, etc.
  • Content Analysis in the form of verbatims
  • Downloadable exports

Where to Find Data in the BO

Key Figures

This information will help you understand interactions and exchanges that occurred on the chat during a specific period.

Here are the different tabs in the data section:

To find data, you should access the BO and choose the date range you want to analyze. The period doesn't have any limits. Follow these steps:

  1. Log in to the back office.
  2. Select the "Data" tab.
  3. Choose the desired period.
  4. Select the data you want to view.

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👉Always make sure to verify that the selected date is correct! The platform can update automatically without a preventive message within 30 minutes (especially without tab change type activity)

  • Global:

In "Global," you will find questions asked, visitor responses, response rates (including moderation), and new coaches. Here we find the global metrics in a tab, the goal is to see the response rate and the distribution between the answers given by coaches/visitors vs the dynamic Q&A vs customer service (if these options are activated)

  • Chat:

In the "Chat" section, you'll find the number of questions asked, responses provided, questions answered, satisfaction rate, and the number of questions asked to the community.

  • Q&A:

This tab allows you to analyze dynamic Q&A activity, including the number of consultations and the percentage of Q&A questions asked. A graph at the bottom of the page provides an overview for the selected period. You have to scroll as far as possible on the page to see exactly the questions that have been consulted, know the number of consultations per question and the usefulness rate for each of them. In this table, 2 small blue arrows appear, click on one of them if you want the table classifies the questions according to the lowest/highest number of consultation rates or usefulness rates.

  • Community:

This section allows you to monitor coach activity. You'll find data on total registered coaches, new coaches, coach responses, and visitor responses.

  • Orders:

If you have enabled order tracking, you can find the number of orders placed and revenue generated with or without Toky.

Note: For this tab, it's recommended to allow 72 hours between Toky usage and placing an order, as it's considered the time it takes for a visitor to finalize a purchase decision (with advice from the chat).

Example of slide with a recap of orderds metrics:

 

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  • Export:

In the "Export" tab, you can access all available exports for analyzing BO data. You cannot export data for a period exceeding one month.

The "Content" Tab

👉Some data is accessible from the "Content" tab, which allows you to analyze verbatims and find insights.

  • Analysis of URLs by Page:

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    👉Analyzing these URLs helps determine on which page visitors asked the most questions, which is valuable for finding insights.

Example of a slide with a recap & comparison of the findings made in relation to the classification of urls where the most questions are asked:

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  • Keyword Analysis:

👉 Keywords reflect interactions on the chat. The higher the percentage, the more the keyword was mentioned in visitor questions. By clicking on keywords, you can see all questions containing the keyword.

Keyword analysis enables you to analyze visitor verbatims and categorize the main topics for the period.

Follow these steps to access it:

  • In the BO, click on "Content".
  • Change the date range for the analysis.
  • Click on the keywords that interest you.

The percentage next to each keyword represents how often the keyword appeared in a question, sorted in descending order.Using these keywords and the questions sorted by the BO, you can understand visitor concerns.

If you had set a specific time frame while navigating on the previous tabs within the "data" section, please note that when you click on the "content" tab, the dates will automatically reset to the last 30 days

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Example of a slide that explains the top keywords over the period:

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  • Analysis of Keywords via Export

👉To analyze different verbatims, you can also use an export from the BO. We recommend loading the export in a table format to facilitate your search.

The selected period for an export cannot exceed one month and should not include responses because only visitor responses are analyzed.

After logging into the BO, follow these steps to retrieve an export:

  1. Go to the "Data" tab.
  2. Click on "Exports" in the left menu.
  3. Select the chosen period.
  4. Download the export.

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Here's what a raw export looks like before transforming it into a table:

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👉Once transformed into a table, you can filter questions based on the keywords you're interested in to get an overview of the verbatims.

  • Dynamic Q&A Analysis

The dynamic Q&A is integrated directly into the Toky chat, providing instant responses to visitor questions after detecting a keyword.

Example of a Q&A : Detecting the keyword "error" → displays Q&A questions related to this keyword.

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To analyze the Dynamic Q&A , follow these steps:

  1. Go to the Data - Q&A Tab
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  2. Filter Q&A questions by the number of consultations
    This allows you to analyze the most frequently consulted questions and identify ones that need revision
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    👉Note that a utility rate below 50% indicates a need for revision. 

How to Find Insights

An insight is an opinion, expectation, or need expressed by the consumer. It arises from verbatims found in the "Content" section or in the exports.

We can create several types of insights:

  • 1 slide focus on a subject

  • 1 summary slide of the top themes of visitors' questions

  • 1 summary slide of a problem encountered by visitors

To find insights to include in the report, we analyze the most recurring themes.

Put yourself in the consumer's shoes and understand the challenges they face and their needs.

Here are some questions to ask:

  • What does the visitor not understand?
  • What are their main expectations?
  • What do they need to improve their user experience?

Example of an insight/ focus on a top theme of the questions asked:

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Example of an insight/ focus on a top theme of the questions asked:

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It’s always good to show an example of a user verbatim.

Example of an insight

Here's an example of an insight from user verbatims regarding "replacement parts". With this insight, you can then make recommendations.

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How to create a recommandation

Following the observations made during previous analyzes (the pages where there are the most questions asked, the top keywords, the top questions, or even just a relevant question on a product page for example) to finish a report, it’s relevant to propose a recommendation to the customer.

The purpose of this recommendation is to improve the customer experience. Ideally, this recommendation follows questions or problems encountered by visitors (explained before in the findings).

Settings

  • Administrators

Administrators have the right to respond to visitor questions with admin status. They can thank visitors for their responses, invite them to become coaches, perform moderation, and ban certain visitors/coaches. This is an important role.

To access administrators, go to:

  1. The "Settings" section
  2. The "Administrators" tab

From this space, you can add a new admin by creating an account for them. You will need their email address and a password. You can also remove an admin.

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  • Moderation

The moderation tab allows you to view all banned keywords in the chat and the IP addresses of blocked users.

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  • Q&A

In this tab, you can configure the entire chat-related Q&A. Using the "Data" tab's analysis, you can add, modify, publish, unpublish new questions in the Q&A.

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  • Keywords:

Keywords allow the dynamic Q&A to be detected in the chat. The more relevant keywords you add, the more effective the Q&A will be. We recommend adding keywords with spelling errors, synonyms, or any keywords you find relevant.

  • Publish/Unpublish a Question:

This action allows you to preserve the data related to a question while unpublishing a question that is no longer relevant (e.g., a question about sales or Christmas). You can republish it later when necessary.

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