Conversocial Releases Average Handling Time for Social Media Customer Service

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Company first in market to deliver key customer service metric long used to measure and resource agents for phone and email.

Conversocial is the first platform to provide Average Handling Time for Social Media Customer Service.

Conversocial, the leading social customer service cloud solution, today announces the release of Average Handling Time (AHT) for social media conversations, a key customer service metric that enables managers to understand how long it takes for agents to view and action customer service issues over social media.

Customer service professionals have traditionally used Average Handling Time to measure agent performance on channels such as voice and email. Conversocial is the first to provide this key metric for social media.

The release offers three key benefits for team leads, supervisors and managers:

1) Manage agent performance. AHT enables brands to understand how long agents are taking to resolve a query. Taking too little time can mean a lack of attention to the customer (which creates a poor customer experience). Taking too long can indicate performance issues or training needs.

2) Manage resourcing. By understanding AHT across the team, a manager can judge the correct staffing levels for a given volume. In real time, a manager can keep an eye on changing AHT levels in the Dashboard and adjust process or team numbers during the day.

3) Measure ROI. Calculating AHT on social provides a metric that can be meaningfully compared across channels, helping to quantify the cost-saving of delivering customer service over social media.

Conversocial is uniquely suited to provide this feature as a result of its Conversations workflow, which intelligently threads together related customer messages––both public and private––into meaningful conversations. This enables managers to track key service metrics based on a complete conversation between agent and customer, rather than individual messages.

“While social is fundamentally different from all other customer service channels, it’s vital that brands be able to compare agent performance on social to more traditional channels such as voice and email,” says Joshua March, Founder and CEO of Conversocial. “With Average Handling Time and our other real-time metrics, managers can not only rate, track and manage agent performance, but also determine how to best resource their teams.”

About Conversocial
Conversocial is a cloud solution that enables enterprise businesses to manage social media as a large-scale customer service channel. Hundreds of major brands use Conversocial to handle high-volume customer service through social media in the most efficient and secure way possible. Our software and expertise has helped more than 150 of the biggest global companies implement their social customer service operations, including Barclaycard, Coach, Hertz, JackThreads, Publisher’s Clearing House, Tesco and Winn-Dixie.

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