Voice of Shopper helps you understand what your shoppers are saying, discussing, and looking for by analyzing customer conversations. It provides insights into shopper sentiment, trending topics, products discussed, and customer intent, helping you identify customer needs and conversation trends.
Navigate to Voice of Shopper
To access Voice of Shopper:
Log in to BiK.
Navigate to Analytics from the main navigation.
Select Voice of Shopper to open the Voice of Shopper dashboard.
Once on the dashboard, you can navigate between Overview, Conversation Topics, Product Insights, and Shopper Intent using the available page navigation.
Filters and Reports
You can view data for different date ranges and apply additional filters to refine the data displayed.
Each page includes a Download Report option. The downloaded report reflects the selected date range and applied filters, making it easy to share the data or use it for further analysis.
Actions
Across the Voice of Shopper pages, the Actions column provides options to explore the data in more detail:
Expand for more info: Opens additional details about the selected topic, product, or intent. Depending on the page, you can also use this option to view additional related information, such as all topics or individual messages.
View Conversation: Opens the conversations containing messages related to the selected topic, product, or intent.
Which conversations are included in Voice of Shopper?
The ticket contains a conversation between the customer and an agent, either AI or human.
The ticket is closed.
The conversation falls under one of the following Agent Types:
AI - The customer interacted only with the AI agent.
AI + Human - The conversation started with the AI agent and was later handed over to a human agent before the ticket was closed.
Human - The customer interacted only with a human agent and the ticket was closed.
Overview
The Overview page provides a quick summary of what shoppers are discussing, how they feel, which products they mention, and what they are trying to achieve.
It includes:
Shopper Sentiment: Shows the overall percentage of conversations with Positive, Neutral, and Negative sentiment.
Trending Topics: Shows the top 5 topics discussed by shoppers, along with their sentiment, related products, and message count.
Products in Conversations: Shows the top 5 products mentioned in shopper conversations.
Shopper Intent: Shows the top 5 intents identified from shopper conversations.
Each section includes a View all option. Select View all to open the respective detailed page and view the complete list instead of only the top 5 results.
Conversation Topics
The Conversation Topics page provides a detailed view of the topics discussed in shopper conversations, along with their sentiment, related products, and message activity.
Topics: Shows the topics discussed in shopper conversations.
Sentiment: Shows the percentage of conversations for the topic by shopper sentiment.
Top Products Mentioned: Shows the products most frequently mentioned within the topic. The number in brackets indicates the number of conversations in which the product was mentioned.
Products: Shows the total number of products discussed within the topic.
Messages: Shows the total number of messages related to the topic.
For more information about the available actions, see Actions.
Product Insights
The Product Insights page provides detailed insights into the products discussed in shopper conversations, including conversation volume, orders, sentiment, and related topics.
Product: Shows the product discussed in shopper conversations.
Messages: Shows the number of messages in which the product was discussed.
Orders: Shows the number of orders associated with conversations where the product was discussed.
Sentiment: Shows the sentiment of conversations related to the product.
Topics: Shows the top topics discussed in conversations where the product was mentioned. The number next to each topic indicates the number of conversations in which that topic was discussed.
For more information about the available actions, see Actions.
Shoppers Intent
The Shoppers Intent page provides a detailed view of the primary intents identified from shopper conversations. It helps you understand what customers are trying to achieve through their conversations.
Intent: Shows the intent identified from the shopper's conversation.
Messages: Shows the number of messages associated with the intent.
Sentiment: Shows the overall sentiment of conversations associated with the intent
Topics: Shows the top topics discussed within conversations for that intent. The number next to each topic indicates the number of other topics discussed in the same conversations.
For more information about the available actions, see Actions.
FAQs
What filters are available in Voice of Shopper?
The available filters are Date, Topics, Sentiment, Intents, Products, AI Journeys, Labels, Agents, Agent Type, and Channel.
What does Sentiment show?
Sentiment indicates the shopper's overall sentiment in the conversation, such as positive, negative, or neutral.
Can I view the chats associated with the conversations?
Yes. You can view the conversations associated with the insights in Voice of Shopper to understand the context and details of the shopper interaction.
Can I download the Voice of Shopper reports?
Yes! You can download the Voice of Shopper report to analyze the shopper insights outside the dashboard. The report can be downloaded based on the filters you’ve selected, so you can get a more focused view of the data you need.
For further assistance or to raise feature requests related to Helpdesk Analytics, please contact [email protected].