Share of Service
Share of voice counts noise; share of service counts who helped.
The job
Compares how fast and how well your public care account answers against every rival's. Learns which replies end in thanks anywhere in the market, gives those moves to your agents and proves your gap closes.
The moment
A board compares how fast and how well each company's public customer care account answers complaints, set out like split times in a race.
The rival everyone thought was fastest replies in 9 minutes but ends only 12% of threads with a thank-you. Your slower replies end in thanks three times as often.
A replay shows why: the rival says "DM us", while your team names the cause and a time.
The team adds naming the cause, the fix and a date to its inbox reply templates. The next week's rerun shows the thanks rate up.
What it does
- Check rival threads
- Set per-type targets
- Push a winning pattern to the inbox
- Route an orphan type
What you see
Race split-times board (sports telemetry) with a Ghost Race replay and a steal-sheet
What it moves
The share of public complaint threads ending in thanks, by complaint type, the median minutes to a first public reply compared with rivals, and neglected complaint types you now own.
Built for
- Contact-centre operations
- Frontline staff
