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What metrics are being used to measure social media customer service?
What metrics are companies using to measure the success of their social media customer service proposition? Does it differ if you're using Twitter, Facebook, YouTube or other platforms?
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Time to respond and % resolved are the two most important social media customer service metrics other than overall channel mix (e.g., % of customers seeking service via social media compared to other channels).
Matt Trifiro
Assistly
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