We all know what excellent social care feels like. It’s the delivery service that replies to you within minutes, so that you know when your dinner order is going to arrive. It’s the retailer that spots your photo of that great new handbag, and gives you a virtual high five for your keen fashion sense. It’s the tech company that picks up on your computer glitch, even though you didn’t message the brand directly, and jumps in with a solution to your problem.
But how do you measure care excellence when it comes in so many different forms? That’s the challenge we tackled in From AM to DM: Twitter Care in a 24/7 World, a new report jointly created by Twitter and Sprinklr. It’s a deep dive into the best practices in Twitter care, based on our analysis of nearly half a billion Tweets to and from more than a thousand global brands.
The sheer scale of this dataset gave us an unprecedented opportunity to assess the kinds of best practices that appear in social media how-to guides and blog posts….but all too often, these best practices are recommended without any evidence that they actually work. That’s why we did a brand-by-brand, industry-by-industry analysis, and let the data show which best practices really pay off for brands and customers.
To measure the impact of specific best practices on the caliber of Twitter care, however, you need a way of measuring care excellence.
That’s where the new Sprinklr care score comes in: It’s a balanced measure of care excellence, based on seven different weighted indicators. Together, these indicators reflect the various dimensions of Twitter care, and provide a robust measure of care excellence that works across different industries and countries.
Here are the seven indicators that make up the Sprinklr care score, and why each one matters:
These seven indicators are metrics that any customer care or social media team should already follow. The methodology and dataset used to develop the Sprinklr care score mean that the care score offers insight you can’t get from tracking each individual metric. The Sprinklr care score lets you…
Curious about the Sprinklr care score for your own Twitter account—or for leading brands in your industry? Get in touch.
Alexandra Samuel is a tech writer and data journalist for the Wall Street Journal, Harvard Business Review, and other media outlets. She focuses on telling stories of the transition to a digital world, and regularly contributes to Sprinklr data-driven content initiatives
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