Exercise 1: Baseline Measurement

Calculate your current metrics for the last 30 days:
Metric Your Number Industry Benchmark Gap
New chats      
Response rate   95%  
Average response time   2 min  
Conversion rate   Varies  
Revenue per conversation      
Repeat purchase rate   30%  
NPS   30+  

Exercise 2: Source Analysis

Identify your top 3 conversation sources. For each:
  • Volume of conversations
  • Cost per conversation
  • Conversion rate
  • Revenue per conversation
Which source delivers the best return? Where should you invest more?

Exercise 3: Optimization Hypothesis

Write one strong hypothesis for improvement. Include:
  • Current metric and target
  • Proposed change
  • Expected result
  • How will you test
  • Duration of test

Exercise 4: Scaling Plan

If you are currently on the Business App, create a migration timeline to API. If on API, identify your next automation priority.

Exercise 5: Lifecycle Map

Map one customer journey through all lifecycle stages. For each stage, identify:
  • Current WhatsApp activity (if any)
  • Opportunity for improvement
  • Expected impact on revenue or retention
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