A mystery shopper for your chat
Find out how your operators really answer customers — without hiring an agency and without staged checks. The mystery shopper is already built into the chat.
Built-in check
The mystery shopper writes in the chat like a regular customer and checks how fast and how well they were answered.
Pro planOperator ratings
Who replies faster, who more often turns a chat into a sale, who gets better ratings from customers.
Business plan and aboveTeam board
A big screen with the day’s numbers: how many conversations, who’s waiting, who’s in the lead.
Pro planWhat a mystery shopper is
A mystery shopper is a check where someone contacts the store as a regular customer and then reports how they were served. The operator doesn’t know it’s a check, so they behave as they normally do.
Why does a store need this? Owners often only see the number of orders. But the fact that a customer waited 15 minutes for a reply or got a curt “don’t have it” goes unnoticed. The shopper just leaves and never comes back, and you don’t even know why.
Usually people hire an agency for this or ask friends to “write in as a customer”. That’s expensive, rare, and the results are hard to compare. In Talkoly, the check is built into the chat itself.
What the mystery shopper checks
- Speed. How many minutes it took the operator to answer the first message.
- Quality. Did they say hello, answer the actual question, suggest a product, and not lose the customer halfway?
- Working hours. How the chat works at different times: in the morning, at lunch, in the evening before closing.
An example. A clothing store notices fewer sales from the chat in the evening. A mystery shopper check shows that at 7 p.m. the reply only comes after 12 minutes. The reason is clear — there’s just one person on shift in the evening. Now the store can let another colleague reply from Telegram or turn on the AI assistant for evenings.
Operator ratings and a team board
A mystery shopper is a one-off check. The day-to-day picture comes from Talkoly analytics:
You can show the board on a TV in the office or warehouse. That way the team sees how many people are waiting for a reply and picks up the pace on its own — without any remarks from the boss.
Customers rate the conversation themselves at the end — that’s available even on the free plan. And for larger teams, Pro has roles and access rights plus phone masking, so operators don’t see customers’ full numbers.
How to start
- Sign up and add the chat to your website. For the first 14 days, the mystery shopper is free to use.
- Add your operators so each conversation is counted for a specific person.
- Turn on the mystery shopper in your dashboard and look at the results.
- Talk through the weak spots with your team and prepare quick replies to common questions.
Frequently asked questions
Will the operator know it’s a check?
No, the mystery shopper’s message arrives like a regular customer’s. That’s exactly why the check shows real work.
Which plan includes the mystery shopper?
The Pro plan (999 ₴ per month, or 799 ₴ per month when paid yearly). Operator ratings are already on Business. You can try everything for 14 days with no card needed.
How often should I run a check?
A good time is after changes to your team, schedule or product range, and before a sale season. Between checks, keep an eye on operator ratings in analytics.
Is a check useful if I have just one operator?
Yes. Even if you answer customers yourself, the check shows how the chat looks through a customer’s eyes at different times of day.
14 days of Pro features, no card needed. All plans are on the pricing page