Tag: conversation analytics

Conversation analytics studies what customers say in chats, e-mails and messages to find patterns in their questions, problems and intentions. It goes beyond counting conversations and looks at topics, sentiment, busy times and where customers get stuck. These insights can improve products, website content, pricing pages and support processes. For growing businesses, they are one of the most direct forms of customer research available. Talkmio from Internet Solutions collects website chats, e-mail tickets and messages from Facebook, Instagram and WhatsApp in one inbox, with full history. Reports show conversations per day, first-reply time, ratings and how much Mio solves alone. Recurring questions can then become better website answers, which our SEO team structures for search engines and AI assistants.