social customer service ebook chapter 6
Post on 16-Apr-2017
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© 2013 Telligent Systems, Inc. All rights reserved.
socialcustomerserviceCustomer Communities in 7 Steps
2© 2013 Telligent Systems, Inc. All rights reserved.
part vikpis to watch
3© 2013 Telligent Systems, Inc. All rights reserved.
kpis to watch
let’s talk metrics.Now that you’ve got a basic idea about how online communities are engaging customers for customer service, it’s time to measure the impact.
support responsivenessAverage time-to-resolution and question volume in Q&A forums
Quality of responses by evaluating suggested and verified answers
Top contributors by quality and quantity of responses
Number of answers provided by customers versus employees
Customer sentiment
Percentage of customer participation
4© 2013 Telligent Systems, Inc. All rights reserved.
kpis to watch
member participation
community/group vitality
popular engagement times
Engagement levels – from viewing to rating and contributing content
Content origins and monthly contributions
level of activity of registered
members Types ofcontent created
Group membership and engagement
5© 2013 Telligent Systems, Inc. All rights reserved.
kpis to watch
ideation
networking
Number of qualified leads generated from community
Number of products/services/advancements created
Percent decrease in time to market
Revenue generation from new products/services/advancements
Number of leads generated from community
Average time to qualify a lead
Revenue attributed to lead generation program
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1 2 3 4 5Graphic created by Telligent based on Gartner research from page 4 in the Gartner Toolkit: How to Measure the ROI of Customer Communities for Social CRM, Jenny Sussin, et al., 5 April 2012
6© 2013 Telligent Systems, Inc. All rights reserved.
Ready for more? See the link in the description below to
Part VII “Social Customer Service Applied.”
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