Communication Insights

Use the Communication Insights dashboard to get an overview of the communications sent to your customers, along with the ratings they provided regarding their shipping experience.

Overview

Specific reports on your communications performance are available in the Communication Insights dashboard.

You can use the reports to gain insights into customer engagement with email and SMS communications and monitor how often customers use your Order Status page. Additionally, the reports gather feedback on your communication and shipping experience and monitor webhook stability.

Purpose of the Reports

This section provides some example questions and how specific reports can help you answer them to give insights into your data.

The first example question is: Which template gets more attention from the customers and is more often clicked?

This can be answered by going to the Emails report and selecting the required email types to compare from the Message Type filter at the top of the page. By viewing the "Comparison of email types performance" table, you can check the click rate for each email type and how many emails this corresponds to. By using the filter above the table, you can visualize this by month to check if the click rate is consistent through time.

The second example question is: Are my customers satisfied with the communications sent about the shipping process?

This can be answered by going to the Order Status Page report and viewing the "Communications satisfaction rate" metric in the top-level row. You can change the time period you would like to compare in the date filter at the top of the page to see if this rating increases or decreases over time.

You can also view the "Communication vs. satisfaction rate with carrier over time" graph to see a progression of this metric.

Communication Insights Reports

Each of the reports in the Communication Insights dashboard are described in the following pages.

Emails ReportSMS ReportWebhooks ReportOrder Status Page ReportFeedback ReportCampaigns Report

Check out the parcelLab guides

For further information on using the dashboard and metrics, see our user guide documentation.