Social media is becoming ubiquitous in today’s society, and many businesses are taking advantage of this to engage with their customers. Social customer service allows you to provide quick responses to your customers’ inquiries while simultaneously giving them a more personalized experience than they might get if they contacted you through other channels.
Customers appreciate the opportunity to interact directly with brands, but it can be challenging for companies that use social customer service to measure their performance effectively. This post will walk you through how best to measure the success of your social customer service strategy.
Why does social customer service matter?
The quality of customer service is an indicator of how well a business values customers, and customer service is the single biggest factor in affecting your brand’s reputation. When customers experience good social customer service, they are more likely to return to your website or store for future purchases because they know that you will take care of them if something goes wrong. Social media channels like Twitter can be especially effective at building smm followers and long-term relationships with customers because it allows businesses to provide personalized responses even when there aren’t many people online using their hashtag.
How should I measure social customer service effectiveness?
There are several metrics by which companies evaluate the success of their strategies – one metric may not be enough! Here are important ways in which you can improve your social customer service strategy:
First response time
The faster you respond to customer inquiries, the easier your job will be. Customers are more likely to stick around if they know that their problems can get fixed quickly with minimal effort on their part.
Average response time
Even if you can respond to customer inquiries quickly, that doesn’t necessarily mean that your customers will be happy with the speed of response. Therefore, you should aim for a balance between quick and accurate responses to provide fast resolutions while still ensuring quality service.
Customer retention rate
In addition to monitoring how many new people contact you through social media channels, it’s helpful to keep track of whether or not they end up purchasing from your store or website after leaving a comment on one of your posts. This is especially important because most companies only monitor their follower count – which does little good when someone leaves negative feedback but fails to go back and delete their account afterward!
Average handling time
In addition to being relevant and timely, your responses should also provide as much information as possible in order for customers to resolve their problems on their own. In the long run, this will save you time because it prevents people from contacting you with questions that have already been answered or requests that can be handled through other channels.
Customer support rating
You may not realize how important a good reputation is until something goes wrong! Social customer service allows you to monitor what kind of reviews your company gets, so you know where improvements need to be made before someone else has an opportunity to talk about them online. Measuring success doesn’t have to be complicated – even if all you do is keep track of whether or not your social media interactions lead directly into sales, you’ll be surprised at how helpful that can be in determining whether or not it’s worth your time to interact with customers online.
Inbound volume
It’s not enough to know how many customers are reaching out, and you also need to keep track of the number of people who read your posts and don’t contact you. This information can help provide context for why certain interactions may be more or less successful than others.
Conversation abandonment rate
Is your response rate lower than you expected? You can use this information to determine whether or not customers are satisfied with the speed of their replies, so you know how to improve to increase satisfaction.
