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Post by account_disabled on Mar 7, 2024 3:34:22 GMT
This will help you: Evaluate the effectiveness and efficiency of your customer service efforts Identify the strengths and weaknesses of your customer service team Optimize your customer service strategy and tactics There are a variety of metrics and indicators you can use to measure and improve your social media customer service performance: Response time : This is the average time it takes you to respond to a customer query on social media. It reflects how fast and responsive you are to your customers' needs Italy WhatsApp Number Data and expectations. While a shorter response time can improve your customer satisfaction and retention, a longer response time can damage your reputation and trust. According to a study by Sprout Social, 40% of consumers expect a response within an hour , and 79% expect a response within 24 hours . Resolution time : This is the average time it takes you to resolve a customer issue on social media. It reflects how effective and efficient you are at solving your customers' problems and providing solutions. A shorter resolution time can increase your customer loyalty and advocacy, while a longer resolution time can increase your customer churn and dissatisfaction. According to a Zendesk report, 69% of customers say their brand perception improves when they receive a quick solution . Customer satisfaction : This shows how happy and satisfied your customers are with your customer service on social media. It reflects how well you meet or exceed your customers' needs and expectations.
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