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Best Chatbot Analytics Platforms for eCommerce (2025)

· 2 min read
Daniel Garcia
Daniel Garcia
CEO @ Optimly

If you run an online store, a great chatbot is more than a concierge—it’s a revenue engine. The right chatbot analytics platform shows you which conversations create carts, recover abandonment, deflect tickets, and grow revenue. In this buyer’s guide, we compare the best options for eCommerce in 2025 and how to choose the right fit.

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Why eCommerce Needs Chatbot Analytics​

  • Revenue attribution: Tie conversations to add‑to‑cart, checkout start, purchases, and AOV.
  • Cart recovery: Identify frustration, hesitations, and drop‑offs before checkout.
  • Support deflection: Measure how many “Where is my order?” and returns questions are resolved.
  • CX quality: Track CSAT, sentiment, and repeated questions that signal confusion.
  • Cost control: Monitor LLM token usage and human escalation rates.

For a broader overview of platforms beyond retail, see: /blog/best-analytics-platforms-for-website-chatbots

What to Look For (eCommerce‑Specific)​

  • Commerce events: Built‑in support for view_item, add_to_cart, begin_checkout, purchase.
  • Channel support: Web widgets plus WhatsApp/Instagram for pre‑ and post‑purchase.
  • RAG visibility: Which product pages, FAQs, and policies the bot uses to answer.
  • Cost transparency: Session‑level token costs and human handoff time.
  • Attribution: First/last touch and conversation‑assisted revenue.
  • Integrations: Shopify, Magento, WooCommerce, BigCommerce, Klaviyo, GA4.

Best Chatbot Analytics Platforms for eCommerce (2025)​

1) Optimly​

  • Focus: LLM/chatbot analytics with revenue and deflection insights
  • Strengths: Session transcripts, frustration detection, RAG usage, token costs, conversion mapping
  • Ideal for: Stores using AI assistants (OpenAI, Claude, Cohere) on web + WhatsApp/IG
  • Website: https://optimly.io

2) Google Analytics 4 (with GTM events)​

  • Focus: Site‑wide analytics; extend with custom events from the chatbot
  • Strengths: Free, familiar, attribution modeling
  • Ideal for: Teams already deep in GA4 wanting baseline chatbot KPIs

3) Botanalytics​

  • Focus: Conversation analytics across channels
  • Strengths: User journeys, retention, multi‑platform support
  • Ideal for: Bots operating on web + social + messaging

4) Dashbot​

  • Focus: Conversational AI analytics
  • Strengths: NLP/intent insights, live transcripts, multi‑channel integrations
  • Ideal for: Rich intent tracking across channels

5) Botpress Analytics (open source)​

  • Focus: Open‑source conversational tooling
  • Strengths: Visual flows, on‑premise, extensible
  • Ideal for: Teams prioritizing privacy and customization

Implementation Tips (Shopify Example)​

  1. Define your events: chat_session_start, chat_intent, chat_escalation, chat_purchase.
  2. Push to the data layer from your widget and agent.
  3. In GTM, map to GA4 events and include cart/order IDs.
  4. In your analytics platform, build funnels for: chat → add‑to‑cart → purchase.

Related how‑to: /blog/llm-chatbot-analytics-vs-web-analytics and /blog/monitor-improve-website-chatbots-llms

FAQs​

Can I attribute revenue to chatbot conversations?
Yes. Pass cart/order IDs into your analytics platform and model assisted conversions.

Is GA4 enough for chatbot analytics?
It covers web events, but not conversation quality, RAG usage, or token costs. Pair GA4 with a chatbot analytics platform like Optimly.

What KPIs matter most for retail?
Cart creation, checkout start, purchase rate, AOV lift, deflection, CSAT, and refund‑related contacts.

Get Started Free with Optimly​

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