The social means play an important role in any strategy of digital marketing. Considering that almost half of the Americans of 18 to 54 years follows at least one company in the social networks, and that more of 50% of the American adults have more probabilities of buying something of one of those brands, to have a solid social presence he is vital to obtain click. Views, and discharges rates of conversion.
Nevertheless, simply to be active in the social networks not always is sufficient. The service to the client in the social networks is a remarkable increasing tendency. It is the practice to provide support to the consumer through the channels of social networks to quickly respond the questions of the clients.
Nowadays, 28% of the Americans prefer to commit itself with the representatives of a company through the social networks that to go to a physical place to obtain help, and 59% think that the service to the client of the social networks has facilitated the resolution of its questions and more urgent preoccupations.
THE STRONG SERVICE TO THE CLIENT OF THE SOCIAL NETWORKS LEADS TO BETTER INCOME
The good service to the client of the social networks not only it help to connect itself with the consumers. Also it leads to more income. In terms of yield and growth of the relations, the companies that become jumbled completely with the clients in the social networks see an increase average of 23% in the growth. One has demonstrated that the active disconnection with the clients is translated in a diminution of 13%.
Because the companies make public their profiles of social networks, these channels facilitate to attract and to introduce new potential consumers to their products or services. If other users see you interact positively with the people who follow, she offers a way you to increase your rates of conversion.
The marketing of mouth in mouth is a powerful tool, especially because 71% of the clients whom they have a positive experience in the service to the client in social networks has more probabilities of referring that company to others.
TO CONNECT ITSELF WITH CONSUMING THE AID TO ENDORSE THE PROMISES OF THE BRAND
The consumers who are familiarized and aligned with a brand, in average, contribute to 47% of the participation of wallet in comparison with which they do not feel a personal connection with a brand.
The social means cause that it is easier that never to show his ideals name brand the clients and to establish a personal connection with the followers. The active participation in a good social service to the client allows people to know that it can endorse his promises.
HOW TO PROVIDE AN EXCELLENT SERVICE TO THE CLIENT IN THE SOCIAL NETWORKS.
Although each social platform is different, there are some things that can make in any platform to improve their reputation on watch to the client:
- It precise responds to the commentaries and messages.
- To respond to all the commentaries, questions and commentaries
- The name of each client personalizes the interactions using (if several people help to administer their account, personalizes the conversations when finalizing the interactions with the signature or the initials of that the answer has written).
- It creates groups or you rule specific for different types from answers, as negative revisions
- It does not hope to that the people label it (if has time, looks for the specific name of their company. It shows the consumers who actively are involved and who want to help them).
- It considers to create hashtag to foment more interactions (this not always is necessary, but it can be an funny form to involve the clients).
Example name brand: Wendy's
Wendy's well is known as one the best competitors in the world of the social networks of fast food. One has gained 2.9 million followers. They are friendly, funny and excellent to connect with clients and other brands. The account jumps of the professional answers to the restlessness of the clients to the answers that could have come from their best friend.
Speaking of hashtags interactive, Wendy's often is connected with the clients through #DogsLoveWendy. A client was annoying because the chocolate was mixed with the Frosty vanilla that shared with its dog. Wendy responded perfectly responding to the preoccupation of the client with an excuse and offering to her and to its dog some treats to him. This interaction helps to guarantee that, after its conversation of Twitter even finishes, the client will remember the will of Wendy to listen and to help.
Although the strategy of social networks of Wendy's is not for all, it is a great example of how causing that the clients (and the competition) pay attention to him by the correct reasons.