Evolution of e-commerce with generative artificial intelligence and WhatsApp Read new

The impact of omnichannel customer service on sales growth Read new

Meta AI: the virtual assistant of the future is already here Read new

Generative Artificial Intelligence: OneMarketer Business Session Read new

The evolution of the call center and digital attention in telecommunications Read new

The Generative Artificial Intelligence ecosystem grows stronger: Google presents Gemini Read new

Building trust in the digital channel for the sale of financial products Read new

Financial Industry: Indicators you can’t afford to overlook Read new

Customer service: Innovations to simplify policies and insurance Read new

Conversational Commerce: How to measure the success in banking Read new

Banking 4.0: The Digital Transformation of the Financial Sector Read new

Transform your business with automated conversational bots Read new

How to digitize your sales team in 2024 Read new

New technologies as facilitators of the customer journey Read new

Leads in Meta’s sights Read new

How to improve the contactability with my users? Read new

Challenges for e-commerce in 2024 Read new

Artificial Intelligence: It’s Time to Get Involved Read new

Automate scheduling confirmation: an efficient and cost-effective solution for your business Read new

Interactive management with Social CX: Take advantage of the additional resources of WhatsApp Read new

You can now offer reservations or purchases of services on WhatsApp. Do you know how? Read new

Maximize your sales this holiday season directly on WhatsApp Read new

Innovating the collection and payment experience from WhatsApp Read new

Boost your digital onboardings with WhatsApp Read new

Bringing companies and users closer together through ‘Utility’ Templates on WhatsApp with Reach & Engage. Read new

OneMarketer Business Session: Unlocking Business Transformation Read new

Recovering abandoned sales: The importance of remarketing and how to leverage it Read new

Bots, AI and ReCarting to boost your conversions Read new

Optimize customer service on your website with the evolution of LiveChat Read new

WhatsApp Flows: New features to improve user experience Read new

Seasonalities: Powering your Facebook Ads campaigns with WhatsApp Read new

Mobility applied to the contact center operation: Social CX App Read new

Optimizing internal communications with Google Chat and Social CX: WOM Case Study Read new

The new meeting point between the company and its customers Read new

Expanding Communication Horizons: The Power of Video Calling in Omnichannel. Read new

Interaction traceability: the power of knowing your users Read new

Staying ahead of major business seasonalities is key for your business Read new

Interactive notifications: boosting your campaign and after-sales promotions on WhatsApp Read new

Making automated flows more flexible is an opportunity in your interactions Read new

Humanizing interactions with bots: key to success in the digital age Read new

OneMarketer Customer Survey 2022 Read new

Reach & Engage + WhatsApp: The power of multimedia messaging in your advertising campaigns Read new

Recap of the OneMarketer Business Session Breakfast: Driving Conversational Commerce Read new

Social CX: The multichannel solution to expand and improve customer service Read new

Segmented Multi-product Catalog in WhatsApp With Social CX Read new

These are our solutions as Google Business Partners Read new

Do you know the potential of ChatGPT for your Conversational Commerce? Read new

Increasing Loyalty & Customer Satisfaction Read new

Conversational commerce, how does it help my company? Read new

Customer Appreciation Day 2022 Check the event
  • Blog
  • Reading time 3 min

Financial Industry: Indicators you can’t afford to overlook

In the development of conversational commerce for the financial industry, there are important metrics that can tell us how our campaigns and attention models are behaving to strategically allow us to decide where we want to direct them.

Although there are specific or particular metrics depending on the activity, here are the 4 main ones that you should not overlook:

First interaction resolution rate

This log measures the percentage of queries and identifies how many were resolved in the first interaction with the chatbot or directly with the human assistant. Of course, the ideal world is to achieve the highest percentage of resolution or gradually increase them, thus ensuring that the organization is able to provide satisfactory answers to customer queries.

Average service times in the financial industry

This is the measurement of the average time it takes the user to obtain a resolution to their query through the conversational commerce system. It is especially important considering that many of the interactions in the financial industry deal with sensitive issues that require agile and even immediate resolution, such as blocking accounts, cards, services, or the acquisition of bonds, products, etc.

Unlike the first point, the ideal in this case is to obtain the lowest possible average time, indicating that the system is working efficiently.

Financial industry

Number of active users

This indicator provides the number of users that interact with our chatbot or agent assistance service in a period of time. The importance of measuring it is to locate the periods of greatest activity and reorganize operations in consideration of such demand in the financial industry.

For example, it is considered that during vacation periods in a given location interactions could decrease or increase depending on the business service and based on this, the operation could be adjusted to offer a proportional amount of automated or human agents. To learn more about the historical trends you can read the McKinsey & Company study.

Conversion rate

The famous conversion rate measures whether the main objective has been achieved 🙂 It is a metric that estimates the percentage of users who complete the desired action, such as making a purchase or opening an account after interacting with the conversational trading system. A high conversion rate indicates that the system is effective in generating business results in the financial industry.

Other important indicators

To conclude, we would like to briefly mention some additional indicators that, although relevant, will be discussed in more detail in a future article:

  • Cost per interaction: to estimate the average value of the contact and thus eventually calculate the next point.
  • The return on investment, or ROI, which allows us to know if all the effort is generating favorable results in various terms for the company compared to other activities or improvements on the same.
  • Net Promoter Score (NPS), which can be measured from different aspects such as surveys mainly or also including user comments, identifiable with solutions such as Text Analytics through Generative Artificial Intelligence in several of our solutions, one of them Social CX, to estimate the level of satisfaction as a community with your interaction and support service channels.

On this occasion, we have focused on those that are most easily identifiable in campaigns and that are essential to evaluate the efficiency of campaigns in the context of conversational commerce for the financial industry.

If you want to know more, you can write to us at and one of our executives will gladly take your request.



Let ‘s talk !

We want to know about you. We are your best option in digital solutions. We connect your company with customers and automate the process through artificial intelligence. You will also be able to close deals from a single omnichannel platform.

Contact Form