The quality of the answers is higher
One of the helpdesks we set up supported an application used by approximately 5,000 people. In this project, 91 percent of the requests for help were resolved within 24 hours, while this was 9 percent via the telephone channel. In addition, the quality of the answers was much higher due to the transparency, your photo is with the solution you provide. All in all, this naturally leads to higher customer satisfaction.
Service channels are processes that often run through multiple departments. In most large organizations, you see that each department has its own KPIs. These are not always in the interest of the customer. It therefore takes quite some time to get everyone involved in such a process on the same page and to put the customer first. In addition, all systems that support traditional service channels provide management information that is finger-licking good. Social tools often do not go beyond information about the number of posts and likes. It is therefore quite a step for management to let go of the certainty of management information and take the plunge with social media.
7. Measuring the value of dialogue
Numbers of posts, replies and likes do not say much about the value that a platform delivers. Measure the value of your content. Almost all tools offer statistics that measure the number of messages, reactions and likes. This does say something, but in any case nothing about the value that is created on the platform.
Content Value Monitoring Methodology
CVMThe Content Value Monitoring (CVM) method allows you to determine whether your efforts are paying off. CVM assesses each post to see whether it contributes to the community’s objectives and how engaging a conversation is. By measuring regularly, you can see how your platform is developing over time.
Almost all tools offer statistics that measure how many messages, reactions and likes armenia mobile phone number list there are. This does say something, but certainly nothing about the value that is created on the platform. You can't see whether the messages are shared photos of birthdays or whether they are ideas for product improvement. You would much rather know whether the conversation that people have on your platform adds value to the organization.
cvpp
It is also interesting to know how many people participate in 'valuable' conversations. We ourselves have been thinking about this issue for a while, but it became concrete when a customer asked whether giving community management training had an effect on quality. And to what extent.
First, you assess per post whether it contributes to the objectives of the community and how engaging a conversation is. In a community that is set up around the strategy of an organization, a contribution about a new market to be tapped will score high. Sharing a link to a McKinsey article scores low and sharing a photo of your department outing scores the lowest. In addition, you determine the score based on a distribution of the type of posts. Too many of a certain type of posts is also not good for a community. Below is an example of the content distribution.
avppThe value of your total score
In addition, you need to look at what you are doing. Are you informing, sharing, asking questions, expressing opinions, collaborating or archiving? Depending on the objective of your community, these activities are also scored. Finally, you look at how the conversation is going. Are there many reactions? Do they enrich each other or does it lead to nothing? If a question is asked: is it answered?