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.
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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 succe...
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