5 Metrics Every Chatbot Owner Should Track
You can't improve what you don't measure. Here are the 5 metrics that matter most for your chatbot.
1. Conversation Rate
What: Percentage of visitors who start a conversation with your bot.
Why: Low conversation rate means your widget isn't visible enough, your greeting isn't compelling, or you're targeting the wrong audience.
Target: 5-15% is typical for B2C, 15-30% for B2B with strong intent signals.
2. Resolution Rate
What: Percentage of conversations where the bot successfully answered the question without human handoff.
Why: Measures how well your bot is trained. If resolution rate is low, your knowledge base needs work.
Target: Aim for 80%+ resolved without human help.
💡 Pro Tip
Track "partial resolution" too — conversations where the bot answered part of the question but needed help with the rest.
3. Lead Capture Rate
What: Percentage of conversations that result in an email, phone number, or other contact info captured.
Why: Captured leads = future customers. Even if they don't buy today, you can follow up.
Target: Varies wildly by industry, but 10-30% is common.
4. Conversion Rate
What: Percentage of conversations that result in a sale, signup, or other desired action.
Why: The bottom line. Are conversations turning into revenue?
Target: Depends on your pricing and funnel. Track this monthly and look for trends.
5. Customer Satisfaction (CSAT)
What: Rating or feedback after conversations. "Was this helpful?"
Why: Qualitative feedback that tells you how people actually feel about the experience.
Target: 4+ out of 5 is good. Below that, dig into what's going wrong.
How to Access These in BotForge
BotForge Dashboard → Analytics. You'll find all of these metrics in one place, plus trends over time so you can see if you're improving.