On social networks Consumers expect brand responses on social media to be quick and efficient Tags marketing social networks, companies have seen how customer service has undergone significant changes, opening up a whole world of opportunities to connect and establish better links and relationships with consumers. In this new social era where companies want to be more social than ever, customers expect immediate responses when they seek help for their problems or different types of complaints. Instead of shying away from social media, savvy businesses need to step up and leverage these social channels as an important means of serving consumers with the goal of enhancing their reputation and building greater customer loyalty and trust. But how can companies establish social media as an effective customer service channel? To do this, we highlight several aspects that will help us in this purpose.
Quick but Effective Service When Customers and Consumers
Turn to the media to express their criticism or problems, they expect from brands that their reaction and response always be addressed as quickly as possible without falling into oblivion. According to a recent study carried out in the United Kingdom, 25% of users of social media, these clients or elvocerodepr who use the media and social networks to expose their complaints to companies and brands, expect to receive their response in an estimated time. one hour, while 6% reduce this time to 10 minutes. The risks of neglecting these types of messages or delaying them excessively can generate a problem of mistrust and increase the negative perception of the brand itself, such as that of a company that does not know the answer or does not care enough to respond quickly.
Therefore, Dealing with This Type of Claim or Complaint
Try to solve the problem can reduce the negative effects while helping to generate greater loyalty and trust. Be transparent and act in a visible way The possibility of establishing a private communication through social networks such as Facebook or Twitter is very good, but when it comes to offering AOL Email List service, it is best for companies to act and show themselves in a transparent and visible way without the need to reveal any confidential information. The explanation is simple. The answers and solutions that we can offer to one client can help hundreds of other clients at the same time. We must therefore think of each message and interaction as a resource that the rest of the users or future clients can access or consult as a help or reference guide.