When you think about social media customer service, there are probably two encounters that come to mind: the best experience a brand ever provided…and the worst.
For example, maybe you’re completely loyal to the airline whose customer service rep magically found you the perfect flight. Even in the face of price increases and flight cancellations, you’ll never book with another airline again.
On the other hand, you might still be furious at the furniture company that delivered the wrong items to your home and refused to refund you. Even after five years, nothing can persuade you to end your boycott of the brand.
Many of us know firsthand that poor social customer service has consequences, and the data agrees. According to The Sprout Social Index™, when brands take too long to respond, 36% of consumers share their negative experience with friends and family, 31% won’t complete their purchase and 30% buy from a competitor instead.
Only the brands that go above and beyond for their customers receive enviable brand loyalty. In this article, we’re breaking down the essential social media customer service metrics you need to track to ensure you provide exceptional service and care on social. As customer service inquiries continue to increase on the channel, up-leveling your efforts will help you future-proof your business and stand out from your competition.
What are social media customer service metrics?
Social media customer service metrics are data points that…
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By: Aubree Smith