TikTok Support Operations: Choose and Justify a Five-Metric Scorecard

You can track only five metrics for TikTok's customer service platform, where people go to report problems and get help. Which five would you choose, and why each one? ```hint Follow one support case Trace what happens from the moment something goes wrong for a user to whether they keep using TikTok afterwards. Check that your five cover more than one step of that path, and ask how each one could be gamed if it were the only target. ``` ### Clarifying Questions - Which customers does the platform serve: everyday users, creators, advertisers, or TikTok Shop buyers and sellers? Should one set of five cover all of them? - Does the platform include self-service help, such as help-center articles and automated answers, or only cases handled by support agents? - Who will use the five: leadership judging whether support works, or the support team running daily operations? - Do appeals against moderation decisions, such as a banned account or a removed video, go through this platform? ### What a Strong Answer Covers - A stated goal for the platform and how support connects to TikTok's wider outcomes - A support journey that the metric set covers end to end, from why people contact support to whether they stay - Five precisely defined metrics that balance business outcome, resolution quality, speed, satisfaction and demand - Pairings or guardrails that keep any single metric from being gamed, and cuts by user type and issue - Explicit choices about what was left out and why ### Follow-up Questions - Satisfaction scores rise while retention after support falls. What could explain that, and what would you check first? - Leadership wants to route most contacts to automated answers to cut costs. Which of your metrics would you watch, and what would make you stop the rollout? - How would the five change for advertisers, whose campaigns stall while a case is open?