Measuring Customer Service Impact on Social Media – Now for Facebook
How to Measure Your Customer Service on Facebook
Recently we launched the Customer Service Impact Report for Twitter that provides metrics for the converging worlds of customer service and marketing. Today we are announcing the launch of the Customer Service Impact Report for Facebook. This report continues down the path of providing data to the departments that are responsible for excellent customer service. This report answers many of the same questions as the Twitter report, but this time from the perspective of your Facebook data.
Let’s walk through the key questions you can answer with this report, using data from the Home Depot Fan Page as a case study.
1. How do you respond?
As with the Twitter report, you can now have a better understanding of how well your brand responds to your fans and determine what opportunities for improvement exist.
You can also benchmark against your goals and find what opportunities to enhance customer satisfaction and brand reputation by continuing to improve upon how you engage with your customers when they engage with you.
2. When are you reacting to and engaging with Facebook activity?
It is also important to understand when you are responding to activity on your page. Do you take a long time to respond or do you promptly engage back? Do your findings align with your social media strategy? With this data you will be able to answer these questions, find areas for improvement and track your success going forward.
3. How much are you engaging with your fans?
You also need to know how deeply you are engaging with your fans. Do you respond once and consider it done? Or perhaps you are getting into full conversations with your fans. From this report you can monitor what is happening and determine if you need to adjust your strategy.
Just like with the Twitter version, you can run this report for your competitor’s Facebook page. This gives you the chance to see how you perform against each other and determine if they are setting different standards than you. All of which can help you set your customer service strategies and goals going forward.