Should you put a price on good customer service? What metrics should you look for to measure

A session at The Social Media for Customer Service Summit

Getting customer service through social media to deliver tangible financial value is still easier said than done. But in searching for ROI are we simplifying the issue? Are there better metrics for your company's aims?

How should you measure the success of your social media for customer service? Some people suggest improving sentiment. Others brand loyalty. What about the traditional customer service success metrics like customer satisfaction, agent utilisation and time to resolution - Do these work in a post-Social Media world?

In this session you'll learn from the best. The team from TurboTax - Intuit will show you how ROI models are being applied to justify the effectiveness of social media customer service.

Finding the right balance: How do you identify and use the right metrics to match your organisations goals
Evaluating Your Initiatives: Is financial ROI the right metric to use - or not?
What KPI's should you set your customer service team - how to set tangible objectives

About the speaker

This person is speaking at this event.
Chelsea Marti

Social @ADP. Former pre-pro #ballerina turned habitual #runner. Love #learning, #outdoors, #travel & #tech. @techladymafia member. Opinions mine. bio from Twitter

Sign in to add slides, notes or videos to this session

Tell your friends!

Short URL


Official event site


View the schedule


See something wrong?

Report an issue with this session