14-01-2016
Social networks have become the one of the tools used by consumers to contact the Brands paragraph and make all kinds of queries. That is, a kind of son Virtual Customer Care Centers. But really they are para that? Si parte, although the marks must learn to synchronize their habits with consumers.
Then you have some adj Tips for Profiting From Social As Media Channel Customer:
1. Have empathy
Having the ability to put yourself in the customer's shoes is to provide good service crucial UN paragraph. It is also important that the CM (Community Manager) know the products and services of the brands that give voice to social networks.
2. Form agents Customer
That is important persons administering social networks As a mark of Customer Centers Receive UN Minimum Training, para avoid future inconvenience to consumers.
3. Respond quickly
Social networks are demanding answers very immediacy than other channels Customer. Be prepared This para.
4. "Fours eyes are better than two"
It is important that what we write or respond to these channels through the filter not just two but four eyes, paragraph avoid mistakes with gigantic dimensions.
5. Less stereotyped responses, more personalized
Not bad to have a list of standard answers, but minimally Try to customize. The customer will thank you.
6. Advise customer individually
It tries to make the customer feel that their problems matter to the brand and to convince the other person is a person of flesh and blood.
7. Refer the client to another channel if necessary
There saber responder when the consultations immediately in Red social it and refer them When other channels. There Is No fear Having to do the latter, but always avoiding the abrupt para not seem like We shake off the customer.
Source: Marketing Directo
We tell you some tricks to harness the potential of Social Media as a channel for customer service.