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Best Practice Webinar: Measuring the Performance of Social Customer Service

Harry Rollason
By Harry Rollason on Apr 21, 2014 10:38:08 AM

In the past, social customer service was new and relatively unknown. However, this mindset has changed and it is now essential that brands are able to understand and quantify the impact of their social customer service operations.


But successful measurement models still present a number of unique challenges for companies. For instance, how do you measure the performance of your social customer care team? How do you make meaningful comparisons with metrics on traditional channels like phone, email and chat? How do you use the data to optimize operational efficiency?

This bite-sized 20-minute webinar will provide best practice on how to create a successful social customer service measurement strategy.


  • Thursday April 24th, 10am EST


  • Andrey Grigoryev, Social Strategy Director at Conversocial

The webinar will provide insight on how to:

  • Measure the performance of your social customer care team effectively
  • Make a meaningful comparisons with more traditional metrics
  • Use social data to optimize operational efficiency
  • Create KPIs and SLAs for successful social customer service measurement

Thiw webinar will address everything from first response time to average handling time, as well as models for quantifying customer satisfaction - all with practical applications toward improving operational performance.

If you are unable to attend, but still interested in hearing the discussion, register your details and a recording will be sent out following the webinar. There will be plenty of time for discussion, too – share your thoughts, questions and views about our webinar with #SocialCS.

Click Here to Register for the Webinar

Topics: Webinar, Best Practices

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