In our lives, social media has grown increasingly vital. When individuals get up, the first thing they do is check their Instagram, Facebook, or Twitter apps to see what has happened over the night. That is why, to provide an amazing client experience, a company’s customer service is critical.
Identifying and assessing the right customer service metrics can help your company keep track of its customer service efforts and results.
Still, the question stands: What are the Metrics to Track if You’re Using Social Messaging for Customer Care?
Provide prompt replies
Response time refers to how long it takes your team to respond to a social media contact. Firstly, rapid response times can improve customer satisfaction and mood, making this a crucial support measure.
- Secondly, the response rate displays the percentage of inbox items that your team has reacted to.
- Moreover, If your team has set a goal of reacting to as much engagement as possible, this is a crucial metric to track. You may easily get the response rate for any period by dividing the number of answers by the number of reviewed items.
Resolve any issues, queries, or requests
Customer service that is of high quality is more than just having a quick response time. You must also address any problems, concerns, or inquiries from your customers that require comprehensive support.
- Recognize which inbound messages require a response and which can be marked as “done” for effective inbox management.
- When a client sends a communication regarding a product issue in quest of a solution, on the other hand. You should let him know how vital it is.
Boost client satisfaction
Customers who are happy with your products and services are more likely to come back and join your marketing and sales team.
Customer service and satisfaction are now among the most important organizational goals, thanks to the reach of social media and the power of word-of-mouth in this age of social media.
- However, if you want to be a social media marketing professional, you should focus your KPIs and measurements on a few things. Engagement, interaction, impact, client happiness, and other criteria are among them.
- Moreover, with social media, you now have more opportunities than ever to engage in a direct discussion and provide value. In this way, consumers become more loyal to the company.
Tags for Measuring
The terms, phrases, and keywords that customers use in their inquiries are tracked by customer support analytics.
These statistics aid in the examination of your customers’ most frequently requested questions and subjects.
- You can keep track of the different types of questions that customers regularly ask. When you receive a lot of queries regarding a particular work, it suggests you should respond as soon as possible.
- Keep track of the category and come up with a way to make it easier to find relevant content.
Rate of total resolution
When a customer has a question or a complaint, your goal is to close the loop and resolve the issue.
The client may be unwilling to do business with you again if you fail to respond or provide adequate support.
- Rising resolution rates could indicate the efficiency of your customer support team, making this operational metric valuable.
- Divide the total number of tickets by the total number of tickets solved to get the overall resolution rate statistic.
The number of customer ticket requests
Receiving an excessive amount of requests may indicate an issue when customers are contacting your company and you have an accessible ticketing system.
- Keeping an eye on this operational metric could help you spot a problem before it becomes a serious one.
- This is how you do it: Month after month, or week after week, compare the number of support tickets received.
- If the number of tickets increases after the launch of a new product or service, pay close attention.
Engagement through Likes, comments, shares, and clicks
The engagement rate is a common metric for determining how engaged your audience is with your content.
- Customers that are engaged interact with businesses through actions like “likes,” “comments,” and “social sharing.”
- The amount and frequency with which audience accounts interact with your account are what determines engagement.
Reach and awareness through impressions
Each social channel analyses brand awareness in a quite different way depending on the type of data offered. Your brand awareness score may include mentions, shares, or branded hashtags, depending on the media.
- You may need to track each of these data points separately and manually calculate the total if you use native tools or other free social media measurement dashboards.
- Moreover, this metric can help your team figure out how many clients you’ve met and how many people are aware of your business.
You may track the following KPIs to determine reach:
Fans or followers
In the absence of involvement, the total number of people that follow your business on social media indicates your reach. This is the total number of people who have expressed a desire to see your material.
Impressions are the number of times your post was seen in someone’s news feed or timeline, either because they previously followed you or because someone they know liked or shared your content.
- This does not mean that someone glanced at your article or even noticed it for each impression; it just means that they had the opportunity to do so. Despite the ambiguity, it is normally desirable to have a larger number.
Suggestions for Improving Customer Support Metrics
- Establish a Brand Monitoring Strategy
To improve your brand’s customer service KPIs, create a monitoring plan. Establishing measurement benchmarks based on the goal you want to achieve is crucial. Keep in mind that little is more while developing a strategy. Select measures that are straightforward to quantify.
- Integrate Social Media Channels With CRM
Connect your social media platforms to your CRM. Every member of your team may see the history of client interactions in the helpdesk with a CRM social media link.
You can respond quickly to consumer inquiries, and well-resolved tickets help to improve CSAT. It also helps you to keep track of any negative comments or mentions on social media.
- Recruit a Skilled Workforce
Your employees play a key role in improving customer service metrics. Hire a specialized team with extensive knowledge and the capacity to comprehend client questions.
Set aside cash for training programs and build a clear internal communication system so that the team can efficiently engage. Reinvest in the support team to instill customer-focused capabilities by giving two forms of training, soft skills and technical abilities.
- Internal Communication Channels Should Be Used Correctly
In addition to assisting with the settlement of client issues and support metrics aid in the development of the brand image. Using your internal communication channels, establish a best practice for your support employees. These methods ensure that your customer care is friendly and helpful.
Moreover, establish explicit standards to avoid bias reactions, whether intended or unintentional and to ensure communication consistency.