Customer Service Reports

Simply Measured offers three Customer Service reports, two for Twitter and one for Facebook.

These reports measure the impact of your customer service efforts, tracking inbound and outbound service posts, response rates and response times, as well as trends from customer behaviour.

Besides these usual metrics that you would expect from a Social Customer Service report, Simply Measured also has two features that brands will definitely love:

• Business Hours Highlight: Simply Measured shows your activity within and outside your business hours, highlighting the differences between the two. This is the ideal report to run if you’re reviewing your service hours, taking customer demand into consideration.
• Complex Case: Simply Measured reports on ‘complex cases’, service queries that take longer than usual to resolve. While Simply Measured considers a complex case one that takes longer than 4 replies to resolve, you can adjust that based on your brand policy. You can see a list of those complex cases, although I suggest exporting the report in Excel to see all the details.