Find why people gave up

Read the reasons customers stopped, ranked by how many conversations each one cost.

Use this when bookings drop, or a client asks why their customers keep leaving, and you want the reasons ranked before you pick one to fix.

The steps

1. Set the time range in the top bar. The choices are The last hour, Since yesterday, The last 7 days, The last 30 days, and Since I last looked.
2. Open Abandonment in the left rail. Its opening line says how many conversations gave up in that range, and what share of all of them that is.
3. Read Why they gave up. Reasons are ranked by how many customers each one cost, with the count, the share of everyone who gave up, and the change against the range of the same length before it.
4. Read the sentence under that list. It accounts for every conversation that gave up: how many the reasons above cover, how many sit in the catch-all waiting to be named, and how many nothing has looked at yet.
5. Read Where in the conversation they gave up. The bars show how far conversations got. Each numbered drop off the side is one reason, tagged either Could have been saved or Needs a product fix.
6. Click a drop, or the last bar, to open the conversations behind it.
7. Click Show these on any reason to open the same list narrowed to that one reason.
8. If more than one client had traffic, read Which client it hits. It ranks clients by the share of their conversations that gave up, worst first.

What to do with what you find

The two tags split the work. Could have been saved is yours to fix in how the agent answers. Needs a product fix is a defect upstream, and no reply would have saved it.

Open a handful of the conversations behind the top reason before you change anything. A reason is a label over a group; the transcripts are what tell you which words failed.

Copy summary puts the figures on your clipboard as text. Copy as image renders the chart as a picture you can paste into a slide.

The dated report below it

The lower half of the screen is a weekly report, and the time range in the top bar does not change it. It carries its own ranking, weighted by what giving up cost, with examples you can open. Reasons we think are missing groups unmatched conversations by how alike they are, and none of that counts toward the figures above until somebody names it.