Social Media Customer Support Analytics: Tracking Response Time & Satisfaction

Enhanced Prompt: Strategic Approach to Tracking and Analyzing Social Media Customer Support Response Time and Satisfaction

Objective:

The objective of this task is to develop a comprehensive strategy for tracking and analyzing social media customer support response time and satisfaction. This will involve identifying key metrics, implementing best practices, and ensuring the solution is scalable, efficient, and aligned with industry standards.

Deliverables:

1. Metrics and KPIs:

   • Average Response Time: Measure the time taken to respond to customer inquiries or requests.
   • Customer Satisfaction Metrics: Calculate Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
   • Engagement Metrics: Track customer engagement rates, including likes, comments, and shares.
   • Resolution Rate: Determine the percentage of customer issues resolved within a specified timeframe.

2. Best Practices:

   • Use tools like Hootsuite, Zendesk, or custom scripts with Python/JavaScript for data collection.
   • Implement methodologies such as NPS and CSAT to assess customer satisfaction.
   • Regularly update and analyze these metrics to drive improvements.

3. Technical Specifications:

   • Ensure data accuracy by validating responses and interactions.
   • Use automation tools to streamline data collection and reporting.
   • Optimize for mobile accessibility, as many social media interactions occur on mobile devices.

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