Socially Devoted Quarterly Results
Social Customer Care Metrics Explained
Response Time
The average time it takes for the company to respond to the user timeline posts.
Response Rate
The percentage of user posts responded to by the brand.
Answered Minus Ignored Questions
The total amount of answered questions in a given quarter.
Positive Sentiment
The amount of positive sentiment on the brands’ Facebook posts in a given quarter.
It’s Your Turn to Truly Excel in Social Customer Care
Get everything you need to be the brand that’s remembered for its excellence in customer care. From the tools you need to answer queries quickly to tracking brand sentiment accurately, Socialbakers has you covered.
Access One Place to Handle All Your Community Queries
Instead of switching from platform to platform to answer your queries, manage them easily in one place. You can speed up the process via templates and log cases quickly directly into Salesforce.
Easily Track Sentiment and Detect Anomalies
Identify crises way before they turn into headaches. Any post that is generating negative sentiment is now easily identifiable and the issue can be handled faster.
Instantly Understand Your Community Care Effectiveness
All key care metrics are visualized in a clear dashboard. You’ll always know which social media customer care areas need improvement and which teams or people excel.