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Customer Service Blog

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How to Measure Social Media Customer Service Success

by Sarah Wetzel | January 27, 2016

By now, most companies have acknowledged that brands can’t ignore social when it comes to providing outstanding customer service. With that being said, you also need to be able to prove once you’ve gone live, that you’re succeeding. Below you’ll find a few of our guidelines to measure your success with social customer service:

 

SET YOUR GOALS WITH KPIS

Before any social support channel goes live, your brand should always have goals to reach. In the social world, KPIs (Key Performance Indicators) can be used to measure these goals. How many new followers did your brand gain? Did your posts have a lot of engagement? How many clicks led to a purchase on your website? Depending on your goals for social – X new fans per month, X amount of users reached, X URL clicks to the website– you can measure your success.

Social media metrics

You can then read your growth over periods of time. It takes some time to set the correct goals with your KPIs, so learn from your mistakes and trends you notice happening over time.

 

TRACK YOUR PERFORMANCE IN A BEAUTIFUL DASHBOARD

A dashboard is used to manage social media in an easy and compact manner. Your inbox, your KPIs and other metrics, and your published contents’ performance are usually all presented in a single dashboard.

Social media metrics
You can analyze what’s currently in your inbox, what customers are talking about, your response times, when your users are active and much more, in order to make sure you’re on the way to meeting periodic KPIs. You can also monitor your marketing content published by tracking the performance of your posts, who they’re reaching, engagement rates, etc. It goes without saying that, since you’ll be looking at this every day and sharing it with key decision makers, your dashboard should also be attractive, with lots of colors, graphs, images, word clouds, and charts.

 

BE ABLE TO EXPLAIN WHAT HAPPENED

Not only is it important to have the information, but you should be able to explain your numbers as well. By doing that, you can take action to improve them, and you can expand the growth of your brands’ social domain. Without proper analysis of your metrics, you get stuck in a dead-end, not knowing whether to go up, down, left or right; if that’s the case, we’re here to help! Contact us to talk about our community management services here

Sarah Wetzel

Sarah Wetzel

Social Media Project Manager Sarah works from our Buenos Aires office, with a wealth of knowledge on how to make the customer experience shine on social media. When she's not busy tweeting or reading up on Facebook's latest algorithm changes, she's working with our clients to create a seamless flow of information from the customer to the product developers themselves through effortless customer experience. She enjoys long walks in the park with her fur child and coffee.

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