Jessica Malnik - CMX Summit East 2016 - Why Your Support Community Metrics Might Be Wrong
Your Support Community
Metrics Might Be Wrong
Community Manager, The DC
YOUR SUPPORT COMMUNITY
MIGHT BE WRONG
IFYOU CAN’T MEASURE IT,
YOU CAN’T MANAGE IT.
WE NEEDTO TELL A STORY WITH DATA.
• Only 25 employees
• Almost 100% of their support is community-driven
• 1M+ replies in their community
• Average speed of answer: 3 minutes
• CSAT - ~85%
• Total support volume by channel (i.e. phone,
• Cost by call, ticket and chat.
• Number of questions asked v. answered in the
• You have enough info to measure either a
deﬂection ratio or cost deﬂection
• First contact resolution
• Customer Satisfaction Score (CSAT) & Net
Promoter Score (NPS)
Customer ExperiencePoor Excellent
“80% OF BRANDSTHINKTHEY DELIVER
EXCEPTIONAL CUSTOMER SERVICE.
ONLY 8% OF CUSTOMERS AGREE.”
• Get a baseline for where you are currently at.
• Spend a minimum of 2 weeks engaging in active
listening and sentiment analysis.
• Identify and reach out to the top 20 contributors
in your community
THIS CAN LEADTO:
• Bigger community budgets
• Hiring more team members
• Promotions and raises
• Increased credibility among leaders in your