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Social Customer Service eBook Chapter 6

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In our sixth chapter in a series of seven on Social Customer Service success, we talk about metrics. What are the key performance indicators that will give you the best idea of how your community is …

In our sixth chapter in a series of seven on Social Customer Service success, we talk about metrics. What are the key performance indicators that will give you the best idea of how your community is doing? Check out our last and final chapter for stats from customer successes >>> http://slidesha.re/16xlrfk

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  • 1. © 2013 Telligent Systems, Inc. All rights reserved. social customer service Customer Communities in 7 Steps
  • 2. 2 © 2013 Telligent Systems, Inc. All rights reserved. part vikpis to watch
  • 3. 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 responsiveness Average 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. 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 of content created Group membership and engagement
  • 5. 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 $$ 1 2 3 4 5 Graphic 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. 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.”