Social Media KPI - Google Plus Statistics in Analytics
Google+ statistics are hidden deep within Analytics, but provide valuable information about post engagement.
4. Customer Service Response Time
More and more organizations, both customer-oriented companies and institutions such as schools, hospitals and government organizations, are dealing with questions, complaints, ideas, compliments and reactions. The shift from letter via telephone to internet is a long time behind us. Consumers are now increasingly finding their way to (particularly) Twitter to make contact with these brands and organizations.
Brands that respond to this excellently ensure that a new pattern of expectations is created. “Let me post the complaint on Twitter, then I will definitely get a quick response.” As a company, you are almost obliged to go along with this. Response time is a factor that is becoming increasingly important to keep customer satisfaction high and to prevent problems from escalating. And although most social media themselves do not indicate how long it took for you to post a response to a message, there are several tools that can.
Many social media monitoring systems keep track of the average response bahrain mobile phone number list time of the webcare team. Each system has different analysis options for this. For example, you can sometimes break it down per employee, per day and per hour and make a distinction between including or not including office hours. can be broken down by labels (complaint, question, etc.) and there are differences between reactive and pro-active answers.
In addition to being a good tool to manage webcare employees for results, it is a KPI that can have a major impact on the image of your company. Consumers who are angry or need a quick answer are helped by a quick handling of questions and complaints. KLM is the ultimate example and has to deal with both types of customers. The response time is so important to them that the company prominently mentions this KPI on the Twitter page and even automatically refreshes it every five minutes.
KLM also measures real-time response time on Facebook . Both metrics are loaded automatically.
KLM KPI - Twitter channel response time
The KPI for KLM's webcare is prominently displayed, so you know exactly where you stand.
More metrics
For now, the overview of KPIs stops here. As mentioned before, the list is much longer and more and more data is becoming available from new social channels. Do you know any KPIs that are worth sharing or that you use a lot yourself? Let us know!