Post by account_disabled on Feb 27, 2024 9:28:55 GMT
According to the latest report from We Are Social , there were over 39 million users in Italy who used the internet in 2016 and at least 31 who, in the same year, used social media actively: as if to say that the internet users of the Bel Paese they are equal to 14 times the inhabitants of Rome, and those of social media correspond to approximately... I leave the calculation to you, because the point of this article is not only how many people are online every day, but how many of these perceive and use the web, and in particular Social Networks , as a communication channel with companies . Channel on which you can always tune in, especially when there are some difficulties with the service or product proposed and sold by the Brand. As many as 50% of consumers use social media to solve a problem, 46% to complain and a good 35% to obtain information from the competition and in this panorama a question arises spontaneously: how to manage all comments, requests and any complaints, optimizing internal resources and leaving customers satisfied? In other words, how can we activate a good Social Customer Service ? So Paolo Fabrizio's book " The revolution of Social Customer Service " helps us orient ourselves in a world where it is important to learn to govern the logic effectively to stand out from the competition and gain more consensus (and customers).
Divided into 3 macro sections ( From traditional customer service to Social Panama mobile number list Customer Service; The experience perceived by the customer influences the business; How to integrate social networks and Customer Service effectively ), the volume published by Flaccovio Editore is very agile: each chapter it opens with some summary pills of the main contents, and ends with practical advice, the "TIPs" as the author calls them. But let's explore the main contents better. Social Customer Service Facebook 3 things to know about Social Customer Service 1. Brief history of Customer Service First of all, a little history: “In the beginning was the word,” someone said. And by verb, here, we mean the spoken, telephone one: the direct line with companies was - and still is - one of the most common ways to request information. Since 1996, the handset has been joined by the screen, in particular emails, which have slowly made their way into the universe of Customer Service, to the point of becoming one of consumers' favorite tools. Between saying and doing there is the sea, that of the internet, which more or less expert sailors have been exploring daily for several years.
With two active channels (telephone and email), companies of all sizes have soon adopted user "containment measures" that the web has been able to provide: since 2001, in fact, almost all sites have been equipped with the very useful section of pre-cooked answers that we usually call " FAQ " (with almost perfect, and certainly casual, assonance to the most common expression of the typical Anglo-Saxon in difficulty). Telephone Customer Service But we know: man is a social animal, and nothing is more convenient and effective than an online chat to resolve any doubts or uncertainties about the company and its services. It was only at the dawn of 2010, after Mobile Apps of all kinds had flourished like mushrooms on our devices, that the real Social Customer Service was born due, as Paolo Fabrizio rightly points out, to the "pressure of customers on companies". No longer (and this is where part of the title revolution lies ) services spontaneously arranged by the company to meet the needs of consumers, but requested and, indeed, activated directly by consumers towards the company. Regardless of whether the latter was ready to welcome this new way of providing assistance, users have in fact begun to use social media to address requests for support, information and further information, which until recently were only conveyed through the more traditional tools, at times and in ways (think of the automatic voice typical of call centers) established by the company.
Divided into 3 macro sections ( From traditional customer service to Social Panama mobile number list Customer Service; The experience perceived by the customer influences the business; How to integrate social networks and Customer Service effectively ), the volume published by Flaccovio Editore is very agile: each chapter it opens with some summary pills of the main contents, and ends with practical advice, the "TIPs" as the author calls them. But let's explore the main contents better. Social Customer Service Facebook 3 things to know about Social Customer Service 1. Brief history of Customer Service First of all, a little history: “In the beginning was the word,” someone said. And by verb, here, we mean the spoken, telephone one: the direct line with companies was - and still is - one of the most common ways to request information. Since 1996, the handset has been joined by the screen, in particular emails, which have slowly made their way into the universe of Customer Service, to the point of becoming one of consumers' favorite tools. Between saying and doing there is the sea, that of the internet, which more or less expert sailors have been exploring daily for several years.
With two active channels (telephone and email), companies of all sizes have soon adopted user "containment measures" that the web has been able to provide: since 2001, in fact, almost all sites have been equipped with the very useful section of pre-cooked answers that we usually call " FAQ " (with almost perfect, and certainly casual, assonance to the most common expression of the typical Anglo-Saxon in difficulty). Telephone Customer Service But we know: man is a social animal, and nothing is more convenient and effective than an online chat to resolve any doubts or uncertainties about the company and its services. It was only at the dawn of 2010, after Mobile Apps of all kinds had flourished like mushrooms on our devices, that the real Social Customer Service was born due, as Paolo Fabrizio rightly points out, to the "pressure of customers on companies". No longer (and this is where part of the title revolution lies ) services spontaneously arranged by the company to meet the needs of consumers, but requested and, indeed, activated directly by consumers towards the company. Regardless of whether the latter was ready to welcome this new way of providing assistance, users have in fact begun to use social media to address requests for support, information and further information, which until recently were only conveyed through the more traditional tools, at times and in ways (think of the automatic voice typical of call centers) established by the company.