Community Question: Customer Care Insights

Through weekly company meetings and monthly analytics reports that allow them to dive deeper into our numbers!

I create a quarterly report and share at an all-hands staff meeting, I usually compile basic stats and include some screenshots for color.

Monthly and quarterly reports shared with marketing team, leadership, and subject matter teams pulled from Post Performance report to isolate out organic performance and Profile Performance for overall look at organic plus paid performance.

This depends on the team!

With our ELT, I might surface important insights on a weekly or monthly basis to our VP so she can take it to their sessions. With our Support teams, I’m taking insights to them in a Slack channel as needed to ensure our efforts are aligned.

Sometimes through the report and other times through presentations with colleagues. 

We share KPIs with our leadership team by pulling a report together from Sprout Social. Sharing what went well for the month trends or engagements, where are the opportunities, what people are saying (social listening) and what success looks like for the next month. We also work closely within the marketing team to ensure voice, content, and partnerships are aligned with our brand. Then we also have weekly meetings to touch base on ideas, creation, and execution. It works well! 

We send a monthly Social Media Highlights Newsletter to the entire staff showcasing the best performing post(s), new initiatives we have started, how current initiatives are going, and interesting follow interactions. We also share follower counts and percentages of engagement, shares, link clicks, etc.

Depending if it is main season operations or a special event, social media insights and metrics are shared at a high level via bi-weekly operational meetings, Marketing specific meetings with my team and with Managers or Senior Leadership Team directly via email. Overall, monthly and yearly slide decks are put together for each site. Metrics range from overall sentiment, positive or contentious issues, engagement, # of messages received/community management (specifically how many come from paid campaigns vs owned), content creation/published posts, strategic plan alignment etc.

Hello and thank you for the great question. 

We are a DTC eCommerce business with a high Average Order Value (eBikes). We track all smart inbox items with Sprout tags and document customer feedback of all varieties using a Google sheet. We analyze any trends or patterns - along with the associated resolutions and responses - and share them once a week with leadership. 

Campaign Reporting: From the beginning of a project, we ask about the preferred reporting cadence. We don’t want to give teams data for data’s sake and we need understand the service level the internal “client” is expecting. With this information, we’re able to set up reporting on their KPIs in automated fashion using Sprout. When there’s a more tailored approach, we use the Custom Report builder to add in key messaging and clarifying based on the audience. 

Incident Management: We integrate with ZenDesk to efficiently escalate support issues. We’ve established an SLA with the Customer Support team so that whenever something is escalated from social, it’s handled differently than if it had been escalated from support.

Forward Looking: We’re looking to use Social Listening to help in go to market conversations, especially as we expand globally.