Keep track of your social customer service activity over the weeks and months. Make a record of the questions you’ve been asked, the answers you’ve given, and the overall trends in your social status, like numbers of fans or followers. You should also note any positive feedback you’ve had, and any retweets or shares your posts have received.
If your volume of responses is big enough, you can consider using metrics tools that will measure your response time and response rate automatically, as well as keeping track of your retweets, shares, follows (and unfollows) and other metrics.
Your records and reports can guide your future social customer service processes, helping you get the bigger picture about how your business is doing and where you can improve. If a lot of people appreciate a particular aspect of your business, like free shipping or personalised delivery slips, you can think about increasing or building on that popular feature. And if there’s an issue that keeps cropping up, you can devote additional resource to getting it fixed.
Either way, it’s really important to let your social audiences know you’ve acted on their feedback. People love hearing that their opinion has been heard and their feedback has made a difference, and it can encourage others to share their views with you.