First contact resolution rate for social media

This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received through social media (e.g., Facebook, Twitter, etc.). The first contact initiated by the customer for a particular question/issue must require no future contact to resolve after the first contact terminates. It is part of a set of Process Efficiency measures that help companies optimize the performance of their "manage customer service requests/inquiries" process by minimizing waste and refining resource consumption.

Benchmark Data

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Measure Category:
Process Efficiency
Measure ID:
104509
Total Sample Size:
422 All Companies
Performers:
25th
- Median
- 75th
-
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are percent.

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First contact resolution rate for social media channels such as Twitter, Facebook, or discussion forums

Key Terms

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Process efficiency

Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

Measure Scope

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Cross Industry (7.3.0)

  • 6.2.2.1 - Receive customer problems, requests, and inquiries (10394) - Receiving requests for information from customers over multiple channels. Receive various requests and inquiries from customers regarding products/services. Accept these inquiries through channels such as email, telephone, online forms, text messages, social media, and in person. Supply dedicated equipment, systems, and personnel.
  • 6.2.2.2 - Analyze problems, requests, and inquiries (13482) - Analyzing various requests and inquiries from customers regarding products/services. Provide answers and offerings to satisfy the customer's needs.
  • 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395) - Routing customer inquiries in order to service them with the most apposite response. Direct customer inquires to the best suited personnel or system. Have a system or procedure capable of efficiently channeling these requests.
  • 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396) - Responding to customer requests by email, conversation, interactive voice response, mail, etc. with the most appropriate reply. Instill a robust process to locate the right information for a solution to a customer's problem.
  • 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928) - Utilizing customer inquiries as opportunities to either provide a comparable service to the one in question, offer additional complimentary service, or suggest a service that is better than what was initially offered.
  • 6.2.2.6 - Deliver opportunity to sales team (16937) - Providing possible sales leads to the sales team in an effort to garner more business opportunities.