How to Effectively Manage Customer Relationships on Social Media?

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Additionally, the cost of customer service is generally lower on social media than traditional media. This is mainly because fewer interactions are needed to resolve a complaint through these channels. Therefore, offering customer service on these platforms allows companies to provide proactive support to their customers, demonstrating creativity and responsiveness.

Managing customer relations on social networks should not be improvised; it must be organized and structured. Several elements must be taken into account:

Understand your target audience's habits
It is essential to know the social networks used by the brand's customers and their communication habits. Based on this information, different departments can focus on the platform(s) best suited to achieve their goals. For cayman islands number screening example, if customers prefer Twitter to ask questions or raise complaints, the company's customer service should prioritize this platform. On the contrary, if the brand is often mentioned or tagged on LinkedIn, then marketing and content management should be strengthened on this network.

A customer intelligence strategy is therefore necessary to better understand the needs, habits and expectations of Internet users. To illustrate this, let's take the example of SNCF which, after having carried out an in-depth study on the habits of its customers, decided to create specific social networks for each region to stay as close as possible to its customers. For example, they created a specific Twitter account for TER transport in Brittany.

Provide quick answers and relevant information
On social media, users expect a quick response when contacting a company. It is therefore essential that customer services can respond quickly and easily. According to a survey conducted by Djaboo, 43% of companies have a customer service representative specifically dedicated to managing messages received via social networks.