6 Ways to Measure Your Service Team's Social Media Messaging Success - Deepstash
Being a Graphic Designer in the Modern World

Learn more about marketingandsales with this collection

How to create a strong portfolio

How to network and market yourself as a designer

How to manage time and prioritize tasks

Being a Graphic Designer in the Modern World

Discover 62 similar ideas in

It takes just

10 mins to read

Metrics to Track

Metrics to Track

To measure your service team's social media messaging success here are the metrics that you will need to track:

  1. Issues solved
  2. Social media customer satisfaction score
  3. Social media Net Promoter Score
  4. Inbound messages
  5. Average response time
  6. Customer sentiment

4

23 reads

1. Issues solved

Through social media tracking tools you can gather data about many different elements that needs tracking, such as how long it usually takes to fix a customer's issue, how long before you reply, and how many issues are solved through social media.

3

9 reads

2. Social Media Customer Satisfaction Score

Tracking success on social media messaging isn't that different from tracking the success of your other support channels (phone, email, or live chat). 

However, you'll want to separete the report because you will be looking at the scores for people who are giving customer satisfaction scores on social media as opposed to customer satisfaction in general.

3

7 reads

3. Social Media Net Promoter Score (NPS)

NPS stands for Net Promoter Score. It is a customer satisfaction benchmark that measures how likely your customers are to recommend your business to a friend.

By keeping track of your NPS, you will be able to gather effective data to see where customer satisfaction is coming from and you can use this to see trands and strategize for the future.

3

5 reads

4. Inbound messages

Another way to measure the success of your social edia customer service is to look at the number of inbound messages. How often do people use social media tools to reach out versus calling or emailing? 

This will help you keep tabs on your social media customer service and keep your team properly staffed. 

You can also use call deflection strategies to encourage customers to reach out on social media instead of calling.

3

5 reads

5. Average response time

Average response time is a major metric and goal that social media support teams should use. You should know how long it takes for a rep to respond to a customer's message on social media and how long it takes to solve the issue.

Ultimately, this will help you keep track of reply wait times, time to first response, and resolution rates of your social media supportinquiries. This is important because 79% of customers expect a response within 24 hours of reaching out to a brand on social media, and 40% expect a response within an hour.

3

4 reads

6. Customer sentiment

Customer sentiment is a metric that many social media tools keep track of based on mentions and conversations online. 

If you provide poor customer support on social media, you'll receive negative mentions and vice versa. The better support, the more positive mentions. 

Tracking success will help us strategize and decide how to use our social media support team in the future as digital channels become a primary way for customers to reach out to a company. 

4

4 reads

CURATED BY

johnnevans

Surveyor for land/geomatics

stash-superman-illustration

Explore the World’s

Best Ideas

200,000+ ideas on pretty much any topic. Created by the smartest people around & well-organized so you can explore at will.

An Idea for Everything

Explore the biggest library of insights. And we've infused it with powerful filtering tools so you can easily find what you need.

Knowledge Library

Powerful Saving & Organizational Tools

Save ideas for later reading, for personalized stashes, or for remembering it later.

# Personal Growth

Take Your Ideas

Anywhere

Organize your ideas & listen on the go. And with Pro, there are no limits.

Listen on the go

Just press play and we take care of the words.

Never worry about spotty connections

No Internet access? No problem. Within the mobile app, all your ideas are available, even when offline.

Get Organized with Stashes

Ideas for your next work project? Quotes that inspire you? Put them in the right place so you never lose them.

Join

2 Million Stashers

4.8

5,740 Reviews

App Store

4.7

72,690 Reviews

Google Play

Shankul Varada

Best app ever! You heard it right. This app has helped me get back on my quest to get things done while equipping myself with knowledge everyday.

Ashley Anthony

This app is LOADED with RELEVANT, HELPFUL, AND EDUCATIONAL material. It is creatively intellectual, yet minimal enough to not overstimulate and create a learning block. I am exceptionally impressed with this app!

Sean Green

Great interesting short snippets of informative articles. Highly recommended to anyone who loves information and lacks patience.

samz905

Don’t look further if you love learning new things. A refreshing concept that provides quick ideas for busy thought leaders.

Laetitia Berton

I have only been using it for a few days now, but I have found answers to questions I had never consciously formulated, or to problems I face everyday at work or at home. I wish I had found this earlier, highly recommended!

Giovanna Scalzone

Brilliant. It feels fresh and encouraging. So many interesting pieces of information that are just enough to absorb and apply. So happy I found this.

Jamyson Haug

Great for quick bits of information and interesting ideas around whatever topics you are interested in. Visually, it looks great as well.

Ghazala Begum

Even five minutes a day will improve your thinking. I've come across new ideas and learnt to improve existing ways to become more motivated, confident and happier.

Read & Learn

20x Faster

without
deepstash

with
deepstash

with

deepstash

Access to 200,000+ ideas

Access to the mobile app

Unlimited idea saving & library

Unlimited history

Unlimited listening to ideas

Downloading & offline access

Personalized recommendations

Supercharge your mind with one idea per day

Enter your email and spend 1 minute every day to learn something new.

Email

I agree to receive email updates