Metrics to Track
To measure your service team's social media messaging success here are the metrics that you will need to track:
- Issues solved
- Social media customer satisfaction score
- Social media Net Promoter Score
- Inbound messages
- Average response time
- Customer sentiment
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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 pr...
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