SHOPLINE has released the "SC Overall Statistics" feature. Merchants can track the status of each sales channel in the SHOPLINE Admin as well as evaluate the staff performance.
This article will cover the following:
- Introduction
- Engagement Performance
- Channel Performance
- Staff Performance
- Customer Service Quality
- Access permission
1. Introduction
In the SHOPLINE Admin, go to [Social Commerce] > [SC Overall Statistics] to view social commerce-related store statistics.
SC Overall Statistics is divided into 4 sections: Engagement Performance, Channel Performance, Staff Performance, and Customer Service Quality.
Click the "calendar" icon on the top right to select the analysis range. You can also quick-select the analysis range on the left menu.
*Note: Currently, the analysis range only supports orders created after 1 September 2021.
You can also switch on the "Comparison Range" option.
For example: If you select “2023/05/01-2023/05/31” as the analysis range and choose "Previous period" as the comparison range, the system will automatically compare it with the “2023/03/31-2023/04/30” data. It will also display the increase (green indicator) and decrease (red indicator) in growth compared to the previous period.
2. Engagement Performance
Analysis of user interaction between merchants and social interactors. These metrics reflect the operating performance of social channels.
- Data source: Facebook／LINE／Instagram／WhatsApp
- Update frequency: Updated daily
1. New Interactors
The number of new unique interactors.
*Interactor: Users that have previously sent messages or left comments on any social channels.
2. Total Conversations
The number of conversations that have been updated with new messages.
*Note: The total conversation only calculates the number of "conversation," not the number of messages in the conversation. For example, if user A sent 5 messages under the same conversation window, it will only be counted as 1 conversation.
3. Total Messages
Total messages sent by merchants and customers.
Filter data by message sources
You can view the engagement performance by message sources.
3. Channel Performance
Sales generated from social channels, including Message Center, live, and Social Post Selling. Orders created from [Social Commerce] > [Manual Orders] are not included.
- Data source: Facebook／LINE／Instagram／WhatsApp
- Update frequency: Updated daily
1. Sales Amount
Total sales generated from social channels (cancelled orders are deducted).
*Note: If there is any subsequent editing of the order, the order amount will be included.
2. Net Payment
Orders that are created from social channels of which the order payment status has been changed to "paid" (refunds are deducted)
*Note: The calculation for net payment should take into account the before/after order status or special circumstances. For more details, please refer to this FAQ.
3. No. of Orders
The number of orders that are created from social channels (cancelled orders are deducted).
View the sales amount of each channel
A. Message Center
- Orders that merchants created from the Message Center.
- Orders placed by customers through the cart link sent from Message Center.
B. SHOPLINE Live
- Orders created from a livestream
- Orders that merchants created from the livestream backstage.
- Orders placed by customers through the cart link sent from the livestream.
C. Social Post Selling
- Orders created from the Social Post Selling comments.
- Orders that merchants created from the Social Post Selling page.
- Orders placed by customers through the cart link sent from the Social Post Selling page.
D. All
- The total amount of the 3 channels (Message Center, Live, Social Post Selling).
Filter data by the order source
You can view the channel performance by the order source.
4. Staff Performance
If an online store staff has been assigned an interactor or has assisted interactors to create a shopping cart link or create orders from Message Center, Live, or Social Post Selling, the data will be included in the list.
- Order source: Facebook／LINE／Instagram／WhatsApp
- Update frequency: Updated daily
1. Assigned Interactors
The number of interactions assigned to the staff member in the Message Center.
2. Sales Amount
Sales amount that can be attributed to the staff (cancelled orders are deducted).
*Note: If there is any subsequent editing of the order, the order amount will be included.
3. Net Amount
The total amount of all paid orders attributed by the staff through sales channels (after deducting the refunded amount).
*Note: The calculation of the net payment takes into account the change in order status and special circumstances, please refer to Sales: Payments｜Shoplytics for details.
4. No. of Orders
Number of orders that can be attributed to the staff (cancelled orders are deducted).
You can expand the list to show the proportion of Assigned Interactors, Sales Amount, Net Payment, No. of Orders from the Message Center, SHOPLINE Live, and Social Post Selling.
Filter staff performance by order sources
You can view the staff performance by the order sources.
5. Customer Service Quality
Monitor the customer service quality through the conversation handling time and completion rate in the Message Center.
- Data Source: WhatsApp
- Update frequency: Updated daily
1. Average Handling Time
- The "Conversation Handling Time" is the time for changing each conversation's status from "Open" to "Completed".
- Average Handling Time = The total handling time within a specific period / total conversation
- If the same conversation is changed from "Open" to "Completed" several times, they will all be calculated individually.
- The timing of the status change should be within the analysis period to be included in the calculation, for example:
2. Average First Response Time
- When the customer sends the first message, it will open a conversation. When the merchant replies, it will close the conversation. The time in-between is the "Conversation Response Time."
*The first message here refers to the first message in each conversation window. - Average First Response Time = The response time within a specific period / total conversation.
- To close a conversation, you have to:
- Send text messages, saved replies, emoji, images/videos, product lists, shopping cart links, and WhatsApp message templates (excluding broadcast/notification templates).
- Creating an order for customers from Message Center.
- If the conversation is not handled within 24 hours after opening, it will be closed automatically.
- If the same customers send two messages within 12 hours range, it will not open a new conversation.
3. Conversation Completion Rate
- Open conversation: Total amount of "Open" conversations within the analysis range.
- Included manual update to "Open" and auto-update to "Open" when the customer sends a message.
- If the same conversation is changed to "Open" several times, they will all be calculated.
- Completed conversation: Total amount of "Completed" conversations within the analysis range.
- If the same conversation is changed to "Completed" several times, they will all be calculated.
- If the same conversation is changed to "Completed" several times, they will all be calculated.
- Conversation completion rate: (Completed conversation／open conversation)*100%。
6. Access permission
The permission to access SC Overall Statistics is off by default. To grant permission to staff, go to [Settings] > [Permission & Security] > [Social Commerce Rights], and check the SC Overall Statistics option. Click Update to save the setting.
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