Understand and Optimize the Customer Journey With the Nutshell Engagement Report

Visualize how customers interact with your chat widget to optimize chatbot interactions and drive more sales.

If you’re using a chat widget on your website, you’re already doing something smart: you’re making it easier for people to connect with you at the moment they’re ready.

But there’s a common follow-up question that’s hard to answer without the right data:

What happens after someone lands on your site?

Today, we’re excited to announce the Nutshell Engagement report, a brand new top-level report that gives you visibility into how people interact with your chat widget—and how those interactions become leads and sales.

The story your engagement data has been trying to tell

Until now, it’s been easy to get stuck with surface-level engagement numbers.

The Engagement report is designed to help you see the whole journey, from first visit to conversion, so you can:

• Understand your chat widget’s real impact
  
• Identify exactly where people are getting stuck
  
• Invest in the engagement actions that create the best outcomes
  

See your engagement conversion funnel at a glance

At the top of the report, you’ll find a conversion funnel that breaks down the stages of engagement in order:

• Unique site visitors
  
• Engagement widget opens
  
• Engagement actions completed
  
• Leads created from the engagement widget
  
• Sales won from the engagement widget
  

Then, as you move down the funnel, you’ll see conversion rates between each stage so you know how many people advanced to the next step. 

In practice, you’ll be able to see where people are dropping off so you implement solutions like optimizing your chatbot for conversions, improving your agent availability, or bulking up your AI chatbot’s knowledge through additional training.  

Where to find the Engagement report

You can find the Engagement report in the “Reports” section, under “Other.”

If you haven’t set up Web chat yet, you’ll be taken straight to Engagement setup, so you can get started.

Want to learn more about putting the Engagement report into action? Read the Engagement report support article here.

👉 Want to know what people are actually asking? Use the Chatbot Report!

Boost Chat conversions with the Engagement report

The Engagement report is built to answer practical questions like:

• Are people opening the chat widget once they land on your site?
  
• Which actions are they completing most often?
  
• Where is the biggest drop-off happening?
  
• How many leads and sales are coming from engagement?
  

When you can see the full customer journey clearly, it’s much easier to improve it. 

Not a Nutshell customer yet? Give our award-winning CRM a try when you sign up for a free 14-day trial (no credit card required).

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