Social measurement company Unmetric has released a new tool to help companies track their customer service skills on social media, SatisfactionMetrics.

Unmetric

Unmetric launched in 2011 as a social media benchmarking company, designed to score the social presence of brands on social platforms such as Twitter and Facebook.

Designed to help ask, “are we doing well?” Unmetric helps large companies, including Subway, Campbell’s and Southwest Airlines, track key performance data for benchmarking.

Can’t get no

SatisfactionMetrics offers companies specific details on how their employees are handling customer service enquiries and complaints on social media.

This new tool scans the platforms for replies to customer’s tweets, and then breaks them down into five common responses such as apologies, asking customers to send direct messages, asking customers to call a specific number, asking customers to email, and directing customers to a link.

Key indicators

While SatisfactionMetrics doesn’t indicate whether the customer has left the exchange satisfied or which strategy was most effective, it does provide insight into most common approaches, best practice and industry norms.

Time factor

SatisfactionMetrics also addresses the all-important time factor by including Unmetric’s Average Reply Time Tracker, so businesses can keep an eye on how fast employees respond to enquiries and match industry standards.

Unmetric and SatisfactionMetric is available for a free 10-day trial before purchase.

Unmetric and SatisfactionMetrics can be found here