This can be done manually by tracking/ timing how long it takes for a customer service representative to respond to a customer message. Collecting data on response time and calculating the average is generally effective. There is also specialized software that can measure this.
Many customers expect an instant response to their messages from businesses on social media due to the fast-moving nature of social media messaging. Delays in responding can lead potential customers to become irritated and cause them to look for their answers elsewhere (with a competitor). By monitoring your average response time, you can identify any issues and take the necessary steps to address them which can improve the efficiency of your system.
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