Step 1: Four Questions to Assess a Channel's Profitability
Posted: Mon Jan 20, 2025 3:46 am
How can you properly assess the profitability of a channel? Below, we’ve adapted Gartner’s “The Four V’s of Big Data” and applied it to customer service-assisted web store channels to help you assess them. Let’s look at these four key elements:
Volume: How many contacts do you get morocco telegram number database with your service each month in a single channel? You might break down the channels as we recommended above: phone, email, live chat, and social media.
Variety: What are the main types of issues you encounter in this channel? You could opt for complaints vs questions or, as we suggested before, split between pre-purchase and post-sale. Both will work.
Speed: How quickly do you resolve customer issues in that channel? This is one of the top three needs of today’s online shoppers, based on our customer service principles.
Value: What is the average order value in this channel after you subtract maintenance costs? Take the average order value per comment, question, or complaint, then subtract the number of hours you spend on that channel.
Volume: How many contacts do you get morocco telegram number database with your service each month in a single channel? You might break down the channels as we recommended above: phone, email, live chat, and social media.
Variety: What are the main types of issues you encounter in this channel? You could opt for complaints vs questions or, as we suggested before, split between pre-purchase and post-sale. Both will work.
Speed: How quickly do you resolve customer issues in that channel? This is one of the top three needs of today’s online shoppers, based on our customer service principles.
Value: What is the average order value in this channel after you subtract maintenance costs? Take the average order value per comment, question, or complaint, then subtract the number of hours you spend on that channel.