Ada's June Update: New Analytics Capabilities to Define and Measure CX Success

Ada's June Update: New Analytics Capabilities to Define and Measure CX Success

June 29, 2021 by Team Ada

We’re on the cusp of an incredible new era of CX as more brands realize the power of leveraging conversational AI for sales and marketing. Using Ada, our clients are creating meaningful automated customer experiences (ACX) across the end-to-end customer journey.

As you think about your own brand’s ACX strategy, it’s important to understand exactly how automation is working to ladder up to bigger business goals. You should be able to define success metrics, track them within a dashboard, and optimize according to the insights revealed. Without this, your ACX efforts are little more than shots in the dark.

With that in mind, we wanted to give you the tools you need to define, track, and measure your ACX success; and also the freedom to experiment easily, iterate quickly, and optimize with agility. Ada's new updates will arm you with the data you need to build confidently and create more meaningful brand interactions at scale.

Optimize your ACX and increase revenue with Ada Goals

As we expand Ada’s sales and marketing capabilities with Ada Engage, and find new ways to unify CX across different departments, we wanted to give you the ability to measure and optimize the impact of automation on pipeline and revenue. And since there’s no one-size-fits-all approach to sales and marketing, we also wanted to enable you to define and measure success in ways that are meaningful to your brand and your business objectives.

Introducing Goals.

Define a Goal Leads Generated

You can now set, track, and measure custom Goals for your most valuable business objectives right within the Ada dashboard. 

Measure Goals like: 

  • Demos booked
  • Leads captured
  • Form completions
  • Sales escalation
  • Payments
  • Completed checkouts
  • Purchased subscriptions
  • And more…

Goals Image 4

In the same spirit as our no-code platform, non-technical teams can easily track key results without the need for high-effort manual work or a dedicated team of data analysts. In this way, you can keep an eye on how actions taken within your chatbot ladder up to key business results.

Say goodbye to guesswork with A/B Testing

When making decisions about the efficacy of your CX, it can be hard to know which approach will result in better brand interactions for your customers. Without actionable insights and an easy way to experiment, the recipe for optimizing your bot becomes one-part research, one-part guesswork, and a whole lot of let’s-hope-this-works.

We prefer a more gourmet approach to CX—and we’re certain you do too.

AB Testing Image 3

A/B Testing enables you to run experiments, optimize quickly, and improve performance with agility. You can easily create multiple versions of an Answer, flow, or Proactive Campaign, show the variants to different segments of customers at the same time, and then measure and compare the performance of each variant. 

By making more confident, data-backed decisions, you can improve conversion and exponentially impact the metrics that matter most.

Other updates you've asked for

We’ve also been hard at work on some updates that our clients have asked for.

Collaborate confidently with our new and improved Activity Feed & Version History 

Version History Pop Out

For brands that have multiple bot builders working in the dashboard, particularly enterprises with large CX teams, these new updates will make a world of difference. You can track, audit, and revert changes to your bot in just a few clicks.

Answer Version History saves all changes to Answers as past “versions” with a description. You (and any other team member working on the bot) can see all the versions an Answer has taken, and revert back to an old version if you need to.

Answer Editor - Saving New Version with Name

You can feel free to make content updates as frequently as you want without running the risk of permanent, unrecoverable changes—and awkward conversations with the builder whose work you just erased. Ada’s got your back, just in case. 

You can also use Version History to change your Answer for a specific promotion or season—say Black Friday for example—then easily go back to the main version when the season is done. No need for making all those edits manually.

Restore Past Answer Version

We’ve also spruced up the Activity Feed to make it more reliable, accurate, and actionable, giving you a better, more confident building experience. You can clearly see and track all updates made to the bot all from a central location. The new addition of the Activity Feed to the Answers Editor means you’ll have all of the relevant, contextual information you need, where you need it. It also ensures that bot updates are visible across the entire team, which makes knowledge of the bot accessible to anyone who’s using it.

These new updates make it easier than ever for large teams to collaborate in the Ada dashboard at the same time, with minimal risk.

Get the analytics view you want with variable filters

This small but mighty update gives you more ways to filter through your analytics to find the insights you need. You can now filter analytics by variable to isolate the performance of specific key variables that you’re interested in tracking.

Variable Filters

Using these new features and updates, you can leverage more of Ada Engage’s sales and marketing capabilities to increase conversions and boost your bottom line. It’ll also be easier for enterprises with large CX teams to collaborate without confusion.

If you have any questions about these updates or would like to make a request, we’re always happy to hear from you. For our current Ada clients, you can always reach out to your AM or ACX Consultant with changes you’d like to see. For those of you who'd like to take a closer look at all of Ada’s bells and whistles, schedule a demo.

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