Most stores know their traffic and conversion rate. Far fewer know which chat conversations drive revenue, which products get the most questions, and where shoppers drop off mid-conversation. This guide covers every metric that matters.
Sessions that ended in a purchase ÷ total sessions. The single most important chat KPI.
Average revenue attributed to sessions where the AI responded. Tracks direct commercial impact.
Support questions answered without human escalation. High deflection = lower support cost.
Positive vs. negative vs. neutral session tone. A rising negative trend signals a catalog or policy problem.
Which products customers ask for that you don't have. Direct signal for restocking decisions.
Where in the conversation shoppers stop responding. Identifies friction in the AI's flow.
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