Customer Insights
The Customer Insights page helps you understand customer size, growth, activity, return visits, and channel sources, so you can determine whether your customer service and operational strategies are effective.
How to Use
After selecting the time range, statistical granularity, and channels, you can further filter by customer type:
- All Customers: View all customer data that matches the filter criteria.
- Reachable Customers: Customers who have retained at least one valid contact method.
- Anonymous Customers: Visitors who have not provided identifying information such as a user ID, email address, or phone number.
The customer statistics table at the bottom of the page supports pagination, sorting, and CSV export. The export includes all data within the current filter scope, not just the current page.
Page Content
| Section | Content | What It Helps You Understand |
|---|---|---|
| Core Metrics | Total customers, new customers, average daily active customers, return rate | Whether the customer base is growing and remains consistently active |
| New and Active Trends | Changes in new customers and active customers over time | Whether new customer acquisition leads to follow-up activity |
| Channel Source Distribution | The share of customers from different channels and changes in channel trends | Which channels are more effective at bringing in customers |
| New vs. Returning Customer Structure | The composition of new and returning customers, and the trend in average issues per customer | Whether service relies on returning customers and whether inquiry frequency is changing |
| Customer Statistics Table | New, returning, anonymous, and reachable customers, as well as active/new conversations, involved channels, and average issues per customer | Review data by day, week, or month and export it |
Metric Definitions
- Total Customers: The cumulative number of contacts created in the project.
- New Customers: The number of customers who were first created or initiated their first conversation during the selected time period.
- Average Daily Active Customers: The average number of customers per day who generated conversations during the statistical period.
- Return Rate: The proportion of customers who already existed and generated conversations again during the current statistical period.
- Average Issues per Customer: The average number of inquiries initiated by each active customer, which can be used to observe changes in inquiry frequency.
Usage Recommendations
- First, review new customers, active customers, and return rate by month to determine whether customer growth is healthy.
- Switch between Reachable Customers and Anonymous Customers to understand customer reachability and the proportion of anonymous visits.
- Compare customer contribution and average issues per customer across different channels to evaluate channel quality and customer inquiry characteristics.
Customer profiles may be supplemented or merged later, so the customer information currently displayed on the page may differ from the profile data shown at a specific historical point in time.
