The Helpfulness Metric

The helpfulness metric in Tidio allows customers to provide feedback on flow messages using a simple thumbs-up or thumbs-down option. By collecting this feedback, you can identify underperforming flow replies and make improvements to enhance the customer experience. 

In this article, you'll learn:

• What is the helpfulness metric
• How helpfulness metric works at Tidio

Helpfulness Metric

The helpfulness metric can help you identify the underperforming flow replies that you can use to improve the content in flow replies for specific intents, topics, or questions.

It could simply be improving the reply copy, adding images and graphics for more detailed guidance, or linking to a dedicated page on that topic.

How does helpfulness metric work?

You can enable the Helpfulness metric in the flow creator by switching the toggle available below the Send a chat message action. You can also change the node's name since it will be displayed in Helpfulness statistics.

Each time the message is sent to the Visitors, they can like or dislike it. That will suggest if the message was helpful or not.

Statistics are available in the Statistics modal, which you can enter from various places on your panel: by clicking on the flow's name, on the three dots menu > Show statistics, or simply on the Show statistics button next to the 'Active' toggle:

On the flow's statistics screen, you can access the Helpfulness tab - and see all the available details in columns (you can also select a range of dates from the calendar):

To learn more, see other ways to measure flow performance.