Trackur is not a full service social media monitoring tool.

We don’t assign campaign managers to hold the hands of customers and we don’t charge high prices that go along with such a service.

That doesn’t stop us from being obsessed about customer service. We know, as yesterday’s chart bears witness, that great customer service goes hand in hand with a great product. You need both if you want to be considered the best at what you do.

So, we keep a close eye on the customer service metrics provided to us by our help desk software Zendesk. In particular, our customer service satisfaction rate and our time to first reply:

Most Important Customer Service Metrics

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Customer Service Satisfaction is a score that we like to see above 90% at all times. Of course, we’d like to see 100%, but when you consider that the majority of customers only ever reach out to us when they have a problem, question, or feature request, it makes sense that there will be some that we can’t ever satisfy (sorry, we don’t offer Arabic; no, we can’t monitor private Facebook messages, etc).

Time to first reply is also something we like to monitor. Our service standards promise a reply within 4 hours, Monday to Friday during normal business hours. However, Trackur has a global customer base, so we get requests late in the night and at weekends. We’re happy that, on average, we reply to all new tickets within 2.2 hours (even at weekends!) and we’re thrilled that’s almost 10x faster than the industry average. In fact, we often surprise our customers by replying within just a few minutes of their ticket submission.

By concentrating on satisfaction and response times, we ensure that Trackur customers are getting fast and helpful customer service.

The last part of our customer service equation, isn’t something we can measure easily, but it’s a philosophy that I feel is important for Trackur, if we’re to keep our pricing so low.

Step 1. Reply to any question as quickly and clearly as possible.

Step 2. If the request gets repeated often, create an FAQ that a customer can find without even needing to wait on us to reply.

Step 3. If the FAQ gets a lot of views, or we still get questions about the topic, we look at how we can optimize or enhance Trackur so that the issue is non-existent.

The more intuitive, the more accurate we make Trackur, the few customer service requests we have to handle and the more we can focus on other cool things.

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