How to read the dashboard
Your Customer Hub dashboard provides a snapshot of customer interactions, helping you track engagement, identify trends, and refine your strategy for growth. Explore the tabs to review key metrics and uncover new opportunities.
Overview
The Overview card gives a high-level snapshot of key Customer Hub metrics, helping you quickly assess engagement and self-service trends. It highlights essential performance indicators to show how customers are interacting with their accounts.
Total accounts: The total number of customers who have created an account with your brand since launch.
Service interactions: The total amount of self-service support interactions users took on Customer Hub, including tracking orders, getting help, etc., within the selected time period.
Active accounts: This total number of accounts that have opened Customer Hub within the selected time period.
Revenue generated: The total revenue generated from products users directly added to their cart from Customer Hub within the selected time period.
Service interactions
The Service interactions card is a breakdown of how many self-service support interactions your customers initiated within Customer Hub. These interactions include tracking orders, redeeming coupons, clicking help buttons, starting returns, checking loyalty points, and more.
Think of this report as how much time you’re saving your support team by letting customers find quick answers on their own.
By showing exactly how customers engage with their accounts, this card helps you reduce guesswork, identify the most important self-service options, and improve the overall customer experience.
Average order value
The Average order value card provides a daily breakdown of completed checkouts and the average cart value, helping you track customer spending patterns over time.
Use this data to compare performance across different time periods, identify trends in purchasing behavior, and assess how effectively your marketing efforts are driving higher-value sales.
Now that you understand how to interpret your dashboard metrics, here’s what to do if you see a decline in active accounts or average order value (AOV):
What to do if active accounts is stagnant or down
If your active account numbers aren’t growing, customers may not see the value in logging in; or they may not even realize they should. A stagnant or declining active account count can limit your ability to personalize experiences and drive repeat business. To encourage more customers to engage with their accounts, try these strategies:
- Incentivize logins: Offer exclusive perks like early access to sales, rewards, or faster checkout for logged-in users.
- Use email & onsite prompts: Send personalized reminders and add pop-ups/banners highlighting account benefits.
- Retarget inactive users: Use email, SMS, and ads to bring back customers who haven’t logged in recently.
What to do if AOV is down
If your average order value is dropping, customers may be hesitant to add more to their carts or may not see high-value product recommendations. A lower AOV can impact revenue and profitability, making it important to create incentives that encourage larger purchases. To help boost AOV, consider these tactics:
- Offer bundles & threshold discounts: Encourage larger purchases with “Buy more, save more” or “Spend $X, get 10% off.”
- Highlight complementary products: To encourage larger purchases, showcase higher-value items or complementary add-ons throughout the shopping journey.
- Create urgency with limited-time offers: Promote exclusive deals or flash sales to drive higher spending per transaction.
Summary
By regularly analyzing your Customer Hub metrics, you can uncover opportunities to improve engagement, drive revenue, and enhance the customer experience. Keep tracking your data, experimenting with new strategies, and refining your approach to maximize Customer Hub’s impact on your business.