Customer Service through Social Networks – Social Media and Community Management

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The world of online marketing has been revolutionized by the emergence of Web 2.0. In light of this, entrepreneurs and business owners have been discovering “on the fly” how to take advantage of the opportunities that social networks can offer their company or business. At this point, communication between customer and company through social networks should be highlighted.

With the presence of numerous businesses on the Internet, especially on social networks such as Twitter or Facebook, a phenomenon has occurred that puts social media and customer service through social networks in a new situation whose protocol is clearly different from that normally used in contact forms or customer service telephone numbers .


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New rules, new regulations to achieve impeccable service and, therefore, an impeccable corporate image by taking advantage of the freshness and informality of social networks:



Proactivity: Nowadays, social networks not only allow you to offer your own products, but they are also a powerful means of information. Nowadays, every company requires three fundamental pillars in the virtual world to cover all marketing and sales perspectives: website, corporate blog and presence on social networks. In this case, the blog can be the platform through which doubts are resolved in advance, advice related to the company's sector is given or corporate news is shown (awards, mentions, new products...). Social networks will act as a means of disseminating this information, providing a channel of their own, very useful for customers.

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Planning and anticipating user requests: It is common for the presence of social networks to also lead to a greater tendency on the part of users to make requests, requests and questions directly on the social network, even though, in most companies, there is a contact form on the corporate website. However, since this happens, it is necessary to plan how to act in such a case. Normally, if these are queries that can be resolved in a short period of time, a specific message can simply be sent to the client in question and the problem solved. However, the extent of the incident may be excessive, so in this case the user can be referred directly to the web link of the contact form, especially when they must provide us with personal information.