The customer is moving to social networks

on Thursday, 3 April 2014
We've talked before that social networks have greatly changed the way consumers behave. As mentioned in the profile Client 2.0 , now the customer is impatient and demand information and immediate attention.

Users expect to make an inquiry, make a complaint, resolve a question or make a suggestion for a company to be something simple and quick. But traditional channels (telephone, customer agencies, etc.) are not supplying that need  and more and more customers are demanding that immediacy in social networks .

1.-Speed ​​of response

The dynamics of social networks and the immediate response that these imply cause customers to demand an answer to your question, discomfort and concerns in the shortest possible time.

Thus, the speed of response is a key factor that will largely determine customer satisfaction.

In this line, a recent study by  NM Incite  highlights that 33% of consumers are more likely to recommend a brand that offers quick answers through social networks even though such care was ineffective against even 17% would do the same action with effective but slow responses.

2.-Trained staff

It is important that staff will offer customer service through social networks has the knowledge, tools and content necessary to respond to any user requirement.

Recall that such equipment be who largely determine the image of the brand by changing the perception of the experience that consumers have with it, why it is important to ensure that they have the skills, resources and knowledge, both technical as the company itself-to provide optimal service client.

3.-Know the audience and their needs

To which will require a plan for ongoing monitoring, as it is will be the only way to identify and act promptly against those conversations that really are relevant to both the brand and the consumer, trying to strategize the channels the goal of improving public participation and concentration.

Besides these three keys, we might add that it is also important to "humanize management in social networks" (which the client feels conversing with a human and not a machine) and have an anti-crisis plan (to do in case of an emergency reputation).