Kundo

Statistics for Kundo Social

Updated

In Kundo's statistics you can see:

  • How many posts and comments customers have made on your Facebook page and how many comments your editors have written
  • How many Messenger messages were written by customers and editors, respectively
  • When in the day you have the most activity on your Facebook page and in Messenger.

How many posts and comments have been received and submitted

On the overview page of the statistics, you can see, among other things, the number of incoming and outgoing conversations and answers.

A post made on Facebook counts as a conversation in Kundo. Every comment on a post counts as a response.

Incoming = New conversations from customers. All posts and reviews made by customers on your Facebook page.

Incoming total = New conversations and responses from customers. All posts and reviews made by customers and all comments that customers have written on posts on your Facebook page.

An example :

  • 2 customers have written posts on your Facebook page.
  • 3 customers have written reviews on your Facebook page.
  • Customers have written a total of 15 comments on another customer's posts / reviews or on your own posts.
  • Editors have written a total of 10 comments on another customer's post / review or on your own posts.

In the statistics, this is seen as:

  • 5 New conversations and answers from customers
  • 20 New conversations and answers from customers
  • 10 New conversations and answers from editors

On the Conversations page, the statistics are more detailed and you can see the number of incoming and outgoing conversations and answers for each day, week or month during the selected period.

How many Messenger messages have been received and sent

On the statistics overview page, you can see the number of incoming and outgoing Messenger messages.

Total incoming = New conversations and responses from customers. All Messenger messages sent to you.

Total outgoing = New conversations and answers from editors. All Messenger messages sent by an editor.

Each Messenger message counts as a reply in Kundo.

An example:

  • Alice sends a question.
  • An editor replies that it must look up the answer and will get back.
  • An editor returns with the answer.
  • Alice says thanks for the answer.

In the statistics this is displayed as:

  • 2 New conversations and answers from customers
  • 2 New conversations and answers from editors

On the Conversations page, the statistics are more detailed and you can see the number of incoming and outgoing answers for each day, week or month during the selected period.

How about the number of Messenger conversations?

In New conversations from customers activity in Kundo Social Messenger is currently not included. This is because a Messenger conversation contains all the history with one and the same customer. If a customer contacts you a second time on Messenger but with a completely different question, this will not be a new conversation.

Incoming per hour

On the Conversations page in the statistics you will find the chart Incoming per hour. Here you can see when in the day you have high and low activity on your Facebook page and Messenger.

It can be valuable to look at, for example, when you are thinking about how to staff different channels.