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Authors: Volker Stich ; Roman Emonts-Holley and Roman Senderek

Affiliation: RWTH Aachen University, Germany

Keyword(s): Social Media Analytics, Web Analytics, Key Figures, Social Media, Social Networks, Metrics, KPI, Key Performance Indicators, Balanced Scorecard.

Related Ontology Subjects/Areas/Topics: Social Media Analytics ; Society, e-Business and e-Government ; Web Information Systems and Technologies

Abstract: The main problem with social media analytics is not the abundance of measurable metrics but the lack of a coherent structure or overview that describes and organizes metrics in order to make them useful for the customer service of organizations. Thus, this paper aims to organize and categorize key performance indicators (KPI) for social media on the one hand and provide a literature overview about social media in customer service on the other hand. The KPI are grouped into six categories customer experience, customer interaction, customer activation, customer satisfaction, reach and finance and the literature is evaluated by three criteria. The three criteria are: social metrics, multidimensional variables and evaluation of financial benefit. Our evaluation identifies a research gap in the social media applied in customer service. The first results concerning the researched KPI show that a large amount of metrics is available, but only a few of them are actually currently ap plied by companies to evaluate their customer service. (More)

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Paper citation in several formats:
Stich, V.; Emonts-Holley, R. and Senderek, R. (2015). Social Media Analytics in Customer Service: A Literature Overview - An Overview of Literature and Metrics Regarding Social Media Analysis in Customer Service. In Proceedings of the 11th International Conference on Web Information Systems and Technologies - WEBIST; ISBN 978-989-758-106-9; ISSN 2184-3252, SciTePress, pages 335-344. DOI: 10.5220/0005413003350344

@conference{webist15,
author={Volker Stich. and Roman Emonts{-}Holley. and Roman Senderek.},
title={Social Media Analytics in Customer Service: A Literature Overview - An Overview of Literature and Metrics Regarding Social Media Analysis in Customer Service},
booktitle={Proceedings of the 11th International Conference on Web Information Systems and Technologies - WEBIST},
year={2015},
pages={335-344},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005413003350344},
isbn={978-989-758-106-9},
issn={2184-3252},
}

TY - CONF

JO - Proceedings of the 11th International Conference on Web Information Systems and Technologies - WEBIST
TI - Social Media Analytics in Customer Service: A Literature Overview - An Overview of Literature and Metrics Regarding Social Media Analysis in Customer Service
SN - 978-989-758-106-9
IS - 2184-3252
AU - Stich, V.
AU - Emonts-Holley, R.
AU - Senderek, R.
PY - 2015
SP - 335
EP - 344
DO - 10.5220/0005413003350344
PB - SciTePress