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Social Customer Service Metrics

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Categories of metrics

Social customer service metrics fall into two broad categories:

  • Operational optimization. Refining and iterating operational processes to ensure that they are fully optimized to increase quality and speed of customer service, whilst reducing costs.
  • Business intelligence. Gathering useful qualitative and quantitative customer insights, which can be utilized to improve the value proposition the customer – for example, product offering, marketing, crisis resolution, or case studies.

Response times

There are two major KPIs on response times that are typically unused:

  • Average response time. The average amount of time that elapses between each customer message and agent reply.
  • First response time. The average amount of time that elapses between the initial customer message and agent reply in each conversation.

These are key metrics when it comes to dealing with customer service inquiries.

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Christian Polman

Christian Polman is a General Manager at Eone, Europe. He has driven digital marketing strategy through analytics and research to solve strategic and operating challenges and develop business plans for Fortune 100 brands.

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    Social Customer Service
    Christian Polman
    Skills Expert

    This module introduces the concept of social customer service and highlights the social channels that are most often leveraged for this activity. It provides you with best practices you can follow to create and implement a robust social customer service strategy – and to manage it effectively. It also provides best practices for measuring customer satisfaction with the social customer service they receive, and for training social customer service agents. Finally, you learn how to build, grow, and maintain online support communities.