Although that doesn’t encompass the full context of a customer’s experience or opinion, monitoring sentiment trends helps you track and maintain a healthy ratio of positive sentiment. Be on the lookout for changes over time.
Most used quick replies
If you use a chatbot to optimize customer interactions on social, most used quick replies refer to the most commonly selected options.
How to calculate most used quick replies
In many cases, the AI-customer service platform you’re using can keep track south korea mobile database of quick reply usage and share stats with you.
Why quick replies matter
Use this data point to identify customer support trends, and optimize your customer service process to address these common requests quickly. This metric can also highlight customer issues that may be happening more frequently.
Most received topics and subtopics
The keywords or themes that pop up in your inbox often are your most received topics and subtopics. Words, phrases and themes that your customers are using in their social customer service interactions with you all fall into this bucket.
How to calculate most received topics and subtopics
Tracking these topics and subtopics is challenging without the use of a tagging system or machine learning capabilities—however, tuning into them is essential for learning about your audience. A comprehensive social media management tool will have AI-powered tools to help you track this metric.