How to use Customer Hub’s Overview dashboard
By regularly analyzing your Customer Hub metrics, you can uncover opportunities to improve engagement, drive revenue, and enhance the customer experience. That said, how can you start measuring impact?
Your Customer Hub Overview dashboard provides a snapshot of customer interactions, helping you track engagement, identify trends, and refine your growth strategy. Click through the gallery below to explore the main sections where you can review key metrics and uncover more opportunities for improvement.
As you begin your analysis, make sure to select the right timeframe for your data. You can adjust this at the very top of your Overview page by selecting Timeframe and then adjusting the timeframe of your data and what you are comparing it to.
Overview
The Overview card gives a high-level snapshot of key Customer Hub metrics, helping you quickly assess engagement and self-service trends. These metrics include:
- Total accounts: The total number of customers who have created an account with your brand since launch.
- Service interactions: The total number of self-service support interactions users took on Customer Hub, including tracking orders, getting help, etc., within the selected time period.
- Engagement: This is the total number of site visitors who have opened the Customer Hub within your specified timeframe.
- Revenue generated: The total revenue generated from products users directly added to their cart from Customer Hub within the selected time period.
List growth & interactions
You will also access a List growth section that displays trends in list growth for any applicable channels you have.
Meanwhile, the Interactions summary card is a breakdown of how customers engaged within Customer Hub. These interactions include:
- Clicked content block
- Orders tracked
- Return started
- Coupons applied
- …and more!
By showing exactly how customers engage and subscribe in Customer Hub, this card helps you reduce guesswork and identify the most important self-service options and engagement paths to improve the overall customer experience.
Revenue
There are 2 main cards that allow you to track revenue and orders attributed to Customer Hub.
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.
The Customer Hub attributed revenue card shows the total revenue directly earned through hub blocks and engagement, with a visual graph that allows you to spot trends over time.
Use these cards to compare performance across time periods, identify trends in purchasing behavior, and assess how effectively your marketing efforts drive higher-value sales.
Content engagement
Content engagement includes 2 main dashboard sections. These include:
The Content blocks section, which displays which content blocks are driving clicks, including their overall click-through rate.
Meanwhile, the Favorites section shows your customers’ top-favorited products, displaying the Product name, ID, and the number of times it has been saved as a favorite.
You’ll also access insights within 2 additional cards that show:
- Revenue generated: Revenue from products purchased within 24 hours of being added to their cart from Favorites in Customer Hub.
- Active Favorites accounts: Total number of accounts that have added a product to Favorites.
Use all of this information to better understand which content and products are performing best on Customer Hub. Then adjust how content is displayed on the hub to drive more revenue for your brand.
Troubleshoot low-performing KPIs
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 or banners highlighting account benefits.
- Retarget inactive users: Use email, text messages, and ads to bring back customers who haven’t logged in recently.
What to do if average order value (AOV) is down
If AOV is low, customers may be hesitant to add more to their carts or may not see high-value product recommendations. This can impact revenue and profitability, making it important to create incentives that encourage larger purchases.
To 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 per-transaction spending.