From interaction to result

ELChat records events to understand what is happening around interactions and actions. Where the data allow reliable reconciliation, these events feed the indicators and the funnel.

Possible career path

Interaction
    ↓
Conversation
    ↓
Lead
    ↓
Opportunité
    ↓
Rendez-vous
    ↓
Vente ou revenu attribuable

Not all conversations go through every step. The absence of a stage or data naturally prevents certain indicators from appearing.

Examples of events monitored

Depending on your configuration, ELChat can measure:

• start of conversation and messages;
• display, click and conversion of an CTA;
• consultation of a product, page, document or image;
• creation or updating of a lead;
• creating an opportunity;
• booking an appointment;
• successful or failed execution of a connected action;
• use of an agent or workflow;
• commercial result with value and currency when available.

Direct and assisted allocation

Attribution seeks to link a result to the influence of ElChat without turning a simple correlation into certainty.

• Direct: the result is sufficiently clear from the ELChat course.
• Assisted: ELChat contributed to the journey without necessarily being the only cause.

Conservative approach

An income must be shown as assigned only when the value, currency and relationship to the journey are sufficiently determined. Interaction alone does not prove a sale.

Read the funnel

Use the funnel to answer three questions:

1. how many interactions reach the next stage;
2. where the greatest loss is located;
3. what improvement is reasonable: knowledge, CTA, form, workflow, permission or commercial follow-up.

Conditions for a useful measure

• events must be properly collected;
• the identifiers and relationships must enable reconciliation;
• the necessary external tools must be connected;
• the actions or forms must actually produce the expected data;
• the chosen period must contain sufficient volume.

A zero value can therefore mean a lack of result, but also a non-gatherable or non-gatherable data.