customer support metrics
Your X replies are full of “why was I charged twice,” Instagram DMs are asking for refunds in three languages, Discord has turned an outage thread into a meme wall, and Telegram is pulling in scam replies that look just real enough to fool a tired reviewer. Meanwhile, the dashboard
first contact resolution
You open the unified inbox and the pattern is obvious within minutes. A billing failure started on the website, but the resulting operational mess is now spread across X replies, Instagram DMs, Discord support threads, and comments under your latest campaign post. Customers aren't asking new questions. They&
what is customer effort score
Your X inbox is green on first response time. Instagram DMs are getting answered within SLA. Discord mods are clearing threads faster than last quarter. And still, customers are getting angrier. You can see it in the work. A billing complaint starts in an @mention, moves to DM, then comes
roi in social media
Your team already knows the feeling. X starts filling with outage complaints. Instagram DMs turn into billing tickets. A creator posts a misleading screenshot, and comms wants eyes on it before it spreads. Meanwhile, leadership asks a clean question that never has a clean answer: what’s the ROI of