It is well known that the emergence of social networks in everyday life has greatly changed the way in which companies relate to their customers and the general public. It is due to the preponderance of these platforms that Customer Service, so despised in other times, regained its place by creating a new role within the marketing gear, that of Customer Marketer . Ukraine Email List Why is Customer Service important? Many already know that these means, synonymous with 0800, allow users and customers to make their claims. Historically, these systems were mandatorily incorporated through legislative regulations, but their service was (and in many cases still is) poor to a fault. Nowadays, social networks allow people to leave their impressions, be they good or bad, of the brands through public complaint books , that is, through social networks ,
sites where the rest of the consumers can make common cause and, most importantly, where potential customers can finish deciding a purchase by finding opinions and ratings from third parties . Put yourself in the customer’s shoes : Have you never looked for a review on Google before entering your credit card numbers to finish choosing one product or another? Exactly. What means do users have to submit their doubts and complaints? The classic 0800 is still valid, as always, but nowadays all the professional brands that value themselves as such also enable additional communication channels: Email, WhatsApp, Facebook, Twitter and Instagram. With these alternatives, the public can communicate privately or publicly (using comments, hashtags, or posts with hashtags / tags). They can also rate with star systems and justify their rating right there. Should I open all these customer service channels for my business? Depends. Do not enable them if you will not be able to attend them properly,
since nothing irritates a user more than the excessive delay of a response or the lack of it. Where possible, delegate this role to an employee. Bad service will only weaken the image of your firm in pursuit of direct competition. And who is the Customer Marketer? There are those who confuse their work with that of a Community Manager, but the truth is that their activities are quite different. In principle, a Customer Marketer does not encourage the creation of a community, but measures and analyzes their opinions , Hong Kong lead not only on social networks , but on the internet in general. For example, if the company in question is a hotel, in addition to Facebook, you should check the conversations on specialized tourism and accommodation sites such as Booking. As a result of this monitoring, the Customer Marketer must develop effective proposals to improve, promote or maintain consumer opinions, as the case may be. For this, the strategies focus on promoting the interactive participation of users, such as contests, reposts and others.