HOW YOU CAN MEASURE YOUR CXM (CUSTOMER EXPERIENCE MANAGEMENT) EFFORT

OVERVIEW

customer experience management (CxM)requires companies to have a 360-degree view of customers, and this process requires a lot of effort, and where you give efforts having a track measurement of your CxM effort & output is a must, without any further delay let's jump on the key points.

Why It’s required:

• To measurng the social media team SLA

• To measure the team’s work distribution

• To manage the KPI

• To find the scope & lackings.

• Agent based SLA calculation

• Teamwise calculation And many more

THINGS TO CONSIDER

QUANTITATIVE MEASUREMENT- Here we get the quantitative measurement but please be noted that there always exists a qualitative measurement.

FIRST RESPONSE TIME - The first time to respond to your customer can be different depending on the industry. FTTR can be 3 minutes to 15 minutes Considering the industry.

Ex: The first time to response in a service based company or retail consumers may take 3 minutes but for a car company it may take 15 minutes.

HTTR DIFFERENCE - The process of responding to your customer and ticket closing varies according to the industry. Lead based industries where they do QMS to LMS & need to hold the tickets to nurture their lead for them the time to close the ticket may take 1 month.

Definitions:

FTTR - First Time To Response

MTTR - Median Time To Response

HTTR - Handling Time To Response

CONCEPT CLARIFICATION

FTTR = Response Time - Landing Time; R - L

MTTR = Done Time - Landing Time; D - L

HTTR = Done Time - Assign Time; D - A

Now What is Landing Time?

• Facebook Posted Time. i.e: The exact Facebook time of Comment/Reply/Message.

Deployed in CommEngine

You can view your analytics in the dashboard & Reporting

• Daily

• Weekly

• Monthly

• Feed-wise

• Inbox-Wise

• Feed & inbox total

Time Representation

00: 00: 00 OR 00: 00: 00: 00

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