Interacting with your customers on social media is a great way to build relationships, address issues quickly and turn detractors in to promoters.
For those Customer Service teams that have set business hours, within Engage it is possible to report on your responsiveness compared to the hours that you are available.
For example, your team may only work between 9am and 5pm. If a customer tweets you at 5:05pm and the first reply is sent the next day at 9:05am the customer has waited for 16 hours for a response. However, the response time, in terms of when the Customer Service team could respond, is 5 minutes.
How To Set Up Business Hours
- Within Settings, go to Teams.
- Select a team.
- Go to Business Hours.
- Select Create Date Range.
- Choose your date range. It is possible to select an indefinite range.
- Choose the time zone the team operates in.
- Type in the business hours, per day.
- Click Save.
Within your Team Performance Reports, you can add the Avg. Response Time metric which will take business hours into account. Adding the Avg. Wait Time metric will display the total time someone has waited for a response.
It can take up to 24 hours for business hours to be reflected in Team Performance reports.