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.
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