December 2017
Intermediate to advanced
390 pages
7h 51m
English
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Chapter 71 Resolution Time
Measurement Need
Customers of social media are investing in faster response times due to the immediate, real time nature of social media dialogs and, therefore, need to evaluate how quickly customer inquiries are resolved.
Solutioni
Where
Total Inquiry Response Time is defined as the sum
total of all response times the company had in a given time period.
Total # Service Inquiries refers to all inquiries received
in the same time period.
Example: In one thirty-day period, our marketer’s company spent 6,000 minutes (or 100 hours) responding to customer inquiries. There were a total of 500 customer inquiries:
Therefore, each inquiry ...
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