Episode 118 – 7 Metrics for Social Care Engagement

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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

 

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    • #SMMW18 – I’ll be there!

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    • New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“40% of Contact Centers do not have the tools to analyze data, and metrics on social media are the biggest unknown.” – Sentiment

Book of the day: Customer Service: New Rules for a Social Media World – Peter Shankman

7 Metrics for Social Care Engagement

Informed by Sentiment’s “The Essential Social Media Playbook for Contact Centres

  • Who is Sentiment: According to their website, Sentiment …boasts a team of bright enthusiastic people dedicated to provide the best social customer service and engagement platform for business.
  • What’s in the Playbook: Everything. It’s 26 pages of really good stuff. Check it out

7 Metrics for Social Care Engagement

  1. Buzz Volume: Quantity of incoming brand comments. Shows when your customers are most commonly seeking your assistance. Use as a baseline. Note: You can only measure what you know about.
  2. Response Rates: Total number of customer replies in a time frame. Remember: Quality is more important than quantity. Limit canned responses
  3. Response Times: Average time it takes for customers to receive a response.
  4. Completion Time: AKA “handle time”
  5. First Post Resolution: (AKA first contact resolution). Well… kinda. (See Episode 43 – Initial Response Time is Critical in Social Customer Care)
  6. Contact Type: Sort by type of request to analyze volumes by type
  7. Sentiment shift: Shifting from negative to neutral, or negative to positive, etc.

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    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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