Currently, there is a feature called Customer Insight on Mekari Qontak CRM and Chat that will make it easier for you to obtain information related to Customers simultaneously because customer data repositories are often separate. The data consists of contacts, CRM, and customer Chat activities.

The Customer Insights feature functions to store customer activities from CRM and Chat which are combined into one Data Warehouse (DWH) and eliminate duplicate contact data. In the following steps, you will learn how to access the Customer Insights feature and each component contained in it. Read more below.

1. Log in to your Omnichannel account, then select the Dashboard menu.
2. Then click the "Customer Insights" tab.
   
3. Then you will be directed to the Customer Insight page. The following is an explanation of some of its components.

A. Customer Growth Overview

Description:

No	Feature Name	Explanation
1	Date filter	In the Date Filter menu, there are three time period options: Past, Current, and Next. These options help you quickly select a date range based on its position relative to today. Past used to display data from periods that have already passed. Below are the periods you can select: Current used to display data from the period that is currently ongoing. Below are the periods you can select: Next Used to display data from future periods (not yet occurred). Below are the periods you can select:
2	Total customers	Shows the number of customers in the CRM and Chat panel based on the selected period. The calculation uses phone number or email as the customer identifier. How to calculate: Count of unique customers based on phone number or email.
3	Monthly Avg. New customers	Displays the total number of new customers created within the selected period. How to calculate: Count of unique customer records whose creation date falls within the selected period.
4	Monthly Avg. Inactive customers	Average number of customers per month who stopped engaging within the selected period. How to calculate: Count of unique customer records who did not send or receive any messages (no conversation room was created) and did not create any transactions within the selected period.
5	Customer Trend Chart	This chart is used to track the number of total customers, new customers, and inactive customers over a selected time period. How to calculate: The counts are calculated based on the following categories: Total customers: all existing customers. New customers: customers who were newly added. Inactive customers: customers who stopped engaging. Example: If the user selects the period September–December 2025, the system will display: The total number of customers for each month. The number of new customers for each month. The number of inactive customers for each month.

B. Customer Demographic/Segmentations

1. Customer by source
   This graph shows the origin of customers from a specific channel (chat) or source (CRM).
   How to Calculate:
   Group customers by source.
   

   Contacts that do not have a source value (null) will be automatically categorized as “Other.”

2. Customer by company group
   This chart calculates the number of contacts grouped by the companies they are associated with in the CRM.
   How to Calculate:
   Count contacts grouped by CRM.
   

   Contacts that do not have an associated company (null) will be automatically labeled as “Other”.

C. Customer Sales Lifecycle / Conversion Insight

1. Customers with Associated Deal Trend
   Trend of the percentage of customers (contacts) that are associated with at least one deal in the CRM system over a given time period.
   How to Calculate:
   (Customers with Deals / Total Customers) × 100
   Example:
   Total contacts: 1,200
   CRM contacts associated with deals: 450
   Calculation:
   Customers with Associated Deals (number): 450
   Percentage: (450 / 1,200) × 100 = 37.5%.
   
   
2. Percentage of Customers whose Transactions were Won
   Measures the percentage of transactions won for each customer.
   
   How to Calculate:
   (Total Transactions Won by Customer / Total Transactions Won by Customer) × 100
   Example:
   If 200 customers have transactions and 80 of them have at least one deal won
   Calculation:
   (80 / 200) × 100 = 40%
   
   
3. Deal Size per Customer (Avg/Total) (Number)
   The average and total monetary value of all transactions associated with a customer.
   
   How to Calculate:
   - Total Deal Size = Sum of all Deal Sizes per customer
   - Avg. Deal Size = Total Deal Size / total customers who have associated deals.
   Example:
   Total Deal Size = Rp30,000,000
   Average deal size = (Rp5,000,000 + Rp6,666,667) / 2 = Rp5,833,333
   

E. Churn Reason by Customer

Identify the reasons why customers stop interacting (churn).

Calculation Method:
If a customer has an associated deal with Lost status, then what can be done is fill in the Lost Reason column (for example, "Price is too high", "Choose a competitor").

F. Top Sales Frequency & Nominal by Product

Shows best-selling products and customer purchasing trends.
Calculation Method:
a. Filter transactions with stage = Win or probability of winning = 100%
b. Extract product data from each won deal (each deal can be associated with one or more products).
c. Aggregate product count:

• Count how many times each product was involved in a won transaction.
• Optionally, the total amount of revenue generated per product.

d. Sort by quantity or revenue to determine top products.