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.
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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...
Loyalty
GOAL
Continue to nurture relationships with your customers so you can remain in their minds.
STRATEGIES
- Rewards programs
Picking your tools
- Selecting customer service software: You need to know the difference between "nice to have" features versus necessary features along with the apps that you need to integrate. Having slow or unhelpful tools will waste your support's time.
- Internal Systems: Customer s...
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