Successfully Measuring Social Customer Service Performance | Designing  service |

In order to grasp the full impact and ROI of social customer service, companies need to measure it in a way that enables comparison with—and benchmarking alongside—more traditional customer care channels, such as phone, email and chat. Without measuring real customer service KPIs over social, it is difficult to resource teams for spikes in volume, improve the quality of agent performance and deliver the best customer experience possible. Below I have outlined the most important metrics to measure:


Via Russ Merz, Ph.D.