Analytics reporting: Messages sent/received during chat conversation
Looking for better reporting and analytics on chat for sales enablement.
One of the best ways we can qualify and convert prospects is engaging through live chat. Hubspot already allows you to see the number of conversations completed, response time, time to close.
By understanding the number of messages sent and received, I can get a better idea of team capacity for chat, the quality of conversations, and reps' success in qualifying leads and engaging with prospects through chat.
This would give us the ability to better understand performance, not productivity.