Efficient social customer service is becoming one of the most important aspects of the companies’ presence in social media. Both Facebook and Twitter users are more and more frequently using these channels to ask questions or complain about the quality of services. Agencies and employees are being evaluated on the basis of the efficiency of the social media customer service. Sotrender doesn’t leave them by themselves, providing new functionalities that help analyze and optimize this aspect of social media activities of brands.
Social media customer service always more important
At the beginning, the trend of social media customer service was the most visible on Pages related to companies providing various services. Nowadays however, also other industries are more interested in solving problems of their customers and reply to inquiries via social channels. As a result of growing popularity of social media customer service, we prepared three functionalities helping to analyze it.
– in the “Content” bookmark we distinguished brand’s posts
– in the new bookmark “Customer service” we present users’ posts and their reaction time
Social media customer service in Sotrender
Let’s focus on the customer service. Thanks to Sotrender‘s new functionalities you can check the list and the percentage of all responses to users’ posts, as well as the time admin needed to react.
Social media customer service – response rate
Social media customer service – reation time
Social media customer service in Sotrender
As always, the data is available for selected periods like months, weeks as well as particular days of the week which enables analyzing changes in time and drawing conclusions for particular periods.
Social media customer service in Sotrender
It is worth mentioning that all the indexes and almost all of the other Sotrender’s functionalities are available also for your competition. It makes easier to compare your results with these of the others.
In a separate bookmark we distinguished posts added by users. They can be sorted by various criteria like being answered by the pages’s admin or not.
Social media customer service in Sotrender
In the bookmark “Content” currently we present brand’s posts as well as insights for posts and tags. Thanks to them, it is possible to even more accurately evaluate the quality of communication.
Tim Robinson
Klaudia Żyłka
