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guide to social customer service

This best practice guide provides clearly defined performance metrics for social customer service.

If social customer service operations are to improve, managers must be able to resource social media as efficiently as possible and demonstrate value alongside other service channels such as phone and email––all while delivering a great customer experience.

Read the guide to understand the importance of and how to measure:

  • Volume

  • Response Time

  • Handling time

  • Sentiment

  • Deflection rate

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