Measuring Your Company's Social Care Efforts

Although channel redirection ensures that customer questions are answered, it raises problems for measuring performance and customer satisfaction levels. Fortunately, there are technology platforms for social customer service that are quickly evolving to address these issues.

2. Metrics for running an effective social care program. Metrics are an essential component when evaluating the effectiveness of a social care program. Traditional social media metrics such as "Likes" and "followers" are good ones, but they won't necessarily correlate to a successful social care program grounded in business goals.