What KPI's do you use for Customer Care across Social Media?

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What KPI's do you use for Customer Care across Social Media?
Hi all, I'm looking to revamp my KPI's for customer care teams that support our customers across Social Media. Currently I use Items Per Hour (total number of replies per hour), Quality and more recently CSAT (across twitter DM's only). What I'm looking for is how others manage their Social Media customer care teams and promote their Social Media customer care team to their senior management. I'm interested in catching up with others to share best practices. Thanks.

Editor

Call Centre Helper

Social Media is just a channel
In many ways Social Media is just a channel so, it would have very similar metrics from other digital channels like webchat or email.

https://www.callcentrehelper.com/the-top-10-most-important-contact-centre-metrics-30432.htm

Customer Care Manager

Hi Richard, happy to...
Hi Richard, happy to catch up do you have an email address I can reach you on?

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