Automation Metrics That Actually Matter for SMEs

SMEs need about six weekly metrics that change decisions — not a vanity feature count. Track first-reply time, correct auto-FAQ rate, chat→order, escalation reasons, messaging/AI cost, and automated vs control posts.

Internal SLA

Write target times for FAQ, escalation, and complaints so automation has a purpose.

20-minute weekly ritual

1. Copy six numbers
2. Fix only the worst two
3. Tell the owner: up / down / next action

Owner update

Three sentences beat dense dashboards: what improved, what worsened, next action.

FAQ

First month?

Speed + chat conversion.

Need an analyst?

No — a sheet and an owner.

Related: عائد أتمتة التعليقات · الرد السريع · تقارير التعليقات · رصيد AI.

Next step

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