Revising Metrics for Social Messaging Success
Why should I consider revising my metrics with social messaging?
Revising your metrics when using social messaging is important because this conversational style can change how you measure success. Although a single ticket might take longer to resolve, you will likely have fewer individual tickets compared to live chat. Additionally, reassigning the ticket to the original agent can result in a lower total handle time than managing multiple separate tickets.
These changes in ticket handling and resolution times mean that traditional metrics might not accurately reflect your team's performance, so it's worth considering adjustments to better capture the benefits of social messaging.
More related questions
What is the default behavior of social messaging in Zendesk?
Social messaging in Zendesk is designed to be an ongoing conversation over a longer period of time. This means that tickets created from these conversations are not closed by a custom trigger. Instead, they use the default automation, which closes…
How can I configure ticket closure in social messaging?
You can configure ticket closure in social messaging by creating a simple trigger or automation. While the default behavior is to close tickets 4 days after they are solved, you might want to set tickets to Closed under specific conditions. This…
What are the benefits of using social messaging over live chat?
Using social messaging over live chat offers several benefits, including fewer individual tickets and potentially lower total handle times. Social messaging allows for ongoing conversations, which means that a single ticket can cover multiple…
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