Conversocial now automatically calculates average response time to tweets, comments and posts, showing the percentage of responses made in less than one hour and within 24 hours. Conversocial users can now instantly access these statistics in the Analytics section, allowing social media managers to review performance at a glance.
Response times give real insight into customer service performance, and how well you are being seen to treat your customers. Quick responses are crucial for creating positive customer experiences: no one likes waiting on hold and in social media, the longer you leave comments waiting, the more people see seemingly ignored complaints.
Tracking response times through Conversocial also helps companies to address inconsistency. Even if you’re managing to deliver speedy replies to some customers, failing to keep your response time regular makes social networks an unreliable channel for your customers. Erratic handling of real problems frustrates customers and creates confusion over whether your brand cares about their social customers at all.
Many Conversocial customers strive to answer customer queries within an hour; these analytics allow companies to understand how effectively agents are meeting targets and develop new goals based upon response data, to deliver even better service to fans and followers. A quick average response time, and high proportion of posts dealt with in under an hour are strong indicators that your brand is performing excellently at social customer service.