- When are customers most active on these platforms?
- Total comments relating to poor customer experience.
- Comment ratio – # positive versus negative.
- Number of brand related comments deserving a response.
Improving Customer Service Through Social Media
Consumers are increasingly turning to social media for a wide variety of tasks including product and service related feedback. This feedback includes online reviews, service complaints, product defects, suggestions and general inquiries. Multi-channel customer service and support, which includes the increasingly important social media platforms, often creates significant challenges for companies as they must retrieve, review, respond and report across a plethora of platforms and websites. These include Facebook, Twitter, LinkedIn, as well as many other platforms and sites which must be monitored and addressed. Let’s review some of the key components of an effective social feedback and support initiative. Retrieve, Listen & Learn Many service teams are familiar with social media tools that automate company or brand name searches. These tools range from simple to sophisticated, helping companies search web pages and social media pages for keywords and keyword phrases. Listening to what customers are saying is only the beginning; once the automated tools identify posts and comments, then the real work begins. Companies must retrieve, review and then respond to the resulting posts, comments, suggestions and complaints. Analyze & Classify Depending on how much volume your brand’s social media pages Views kopen generate, it’s important to analyze and classify customer activity to better understand the kind of issues being raised across the social media platforms. Companies should collect and analyze on a daily or even real time basis. As companies retrieve sufficient data for analysis, stratify responses into predetermined categories. For example: