Topic
analytics
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Support Automation Mistakes: Eight Failures Worth Meeting on Paper
Six of the eight commonest customer service automation mistakes are invisible on a dashboard. What they are, and the sequencing that avoids…
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Reducing Support Costs With Automation: The Honest Arithmetic
To reduce support costs with automation, build the case on hours removed rather than revenue attributed. Where the savings are, and the…
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Social Media Response Time: The Two Clocks That Matter
Social media response time runs on two clocks: first reply, which tools report, and first useful reply, which customers judge. Benchmarks included.
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DM Ticket Deflection: The Number and What It Hides
Ticket deflection on social media has four defensible definitions from one month of data. Three ways to game it, and how to…
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Customer Support KPIs for DMs: Five Numbers Worth Tracking
The five customer support KPIs worth tracking for social DMs, the cadence to read each one on, and the four ways support…
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Recovering Lost Sales With DMs: How to Prove It Worked
Clicks are not revenue. How to recover lost sales by DM and attribute them honestly, which numbers mislead, and what a realistic…