News:

Evolution of e-commerce with generative artificial intelligence and WhatsApp Read new

The impact of omnichannel customer service on sales growth Read new

Meta AI: the virtual assistant of the future is already here Read new

Generative Artificial Intelligence: OneMarketer Business Session Read new

The evolution of the call center and digital attention in telecommunications Read new

The Generative Artificial Intelligence ecosystem grows stronger: Google presents Gemini Read new

Building trust in the digital channel for the sale of financial products Read new

Financial Industry: Indicators you can’t afford to overlook Read new

Customer service: Innovations to simplify policies and insurance Read new

Conversational Commerce: How to measure the success in banking Read new

Banking 4.0: The Digital Transformation of the Financial Sector Read new

Transform your business with automated conversational bots Read new

How to digitize your sales team in 2024 Read new

New technologies as facilitators of the customer journey Read new

Leads in Meta’s sights Read new

How to improve the contactability with my users? Read new

Challenges for e-commerce in 2024 Read new

Artificial Intelligence: It’s Time to Get Involved Read new

Automate scheduling confirmation: an efficient and cost-effective solution for your business Read new

Interactive management with Social CX: Take advantage of the additional resources of WhatsApp Read new

You can now offer reservations or purchases of services on WhatsApp. Do you know how? Read new

Maximize your sales this holiday season directly on WhatsApp Read new

Innovating the collection and payment experience from WhatsApp Read new

Boost your digital onboardings with WhatsApp Read new

Bringing companies and users closer together through ‘Utility’ Templates on WhatsApp with Reach & Engage. Read new

OneMarketer Business Session: Unlocking Business Transformation Read new

Recovering abandoned sales: The importance of remarketing and how to leverage it Read new

Bots, AI and ReCarting to boost your conversions Read new

Optimize customer service on your website with the evolution of LiveChat Read new

WhatsApp Flows: New features to improve user experience Read new

Seasonalities: Powering your Facebook Ads campaigns with WhatsApp Read new

Mobility applied to the contact center operation: Social CX App Read new

Optimizing internal communications with Google Chat and Social CX: WOM Case Study Read new

The new meeting point between the company and its customers Read new

Expanding Communication Horizons: The Power of Video Calling in Omnichannel. Read new

Interaction traceability: the power of knowing your users Read new

Staying ahead of major business seasonalities is key for your business Read new

Interactive notifications: boosting your campaign and after-sales promotions on WhatsApp Read new

Making automated flows more flexible is an opportunity in your interactions Read new

Humanizing interactions with bots: key to success in the digital age Read new

OneMarketer Customer Survey 2022 Read new

Reach & Engage + WhatsApp: The power of multimedia messaging in your advertising campaigns Read new

Recap of the OneMarketer Business Session Breakfast: Driving Conversational Commerce Read new

Social CX: The multichannel solution to expand and improve customer service Read new

Segmented Multi-product Catalog in WhatsApp With Social CX Read new

These are our solutions as Google Business Partners Read new

Do you know the potential of ChatGPT for your Conversational Commerce? Read new

Increasing Loyalty & Customer Satisfaction Read new

Conversational commerce, how does it help my company? Read new

Customer Appreciation Day 2022 Check the event
  • News
  • Reading time 2 min

Social networks in your customer experience

Social networks can be great allies in your customer experience strategy, the use of these online platforms has grown steadily over the last decade worldwide. Currently Facebook, Instagram, LinkedIn and Twitter, among others, are part of our daily lives, both in social and work aspects. The decline of Snapchat and the strong breakthrough of TikTok have shown that it is a very dynamic industry that can change in a short time and with great significance.

According to Statista data, as of 2020 most Latin American countries had a penetration rate of more than 50% in the use of social networks, i.e. more than half of the entire population uses social networks, reaching nearly 80% in the cases of Chile, Uruguay and Argentina. 

At the end of 2019, when making its predictions for 2020, Gartner noted that 20% of brands and companies would abandon their own mobile apps, while Nielsen indicated that 56% of users prefer to use social networks and messaging applications to communicate with companies, i.e., the trend is clear: focus on getting the most out of social networks as digital channels, given the preferences and use of users, and thus generate a better experience.

How to use social networks in your customer experience?

First of all, it is key to understand that you must be able to put yourself in the shoes of your users, a good exercise can be to think of a brand that you follow on social networks whose actions you like. Do you want to be the brand that invades you with advertising at all hours and in all possible channels until you get bored? Focus on interaction with your consumers, don’t bombard them with emails and ads, you will only get them to stop following you soon and have a very bad feeling about your brand. Still not convinced? Forbes points out that 86% of shoppers are willing to pay more in exchange for a great customer experience.

When using social networks to interact with your customers, a good option may be the use of chatbots or other digital relationship solution that facilitates communication between your brand and your customers in a more fluid and close way. This will give you a great advantage. McKinsey points out that, among other characteristics, generation Z prefers brands that show their personality and are unique but at the same time are recognized.

On the other hand, an action that you cannot fail to do is social listening, it is key that the business can understand the entire customer experience and not just the isolated actions in social networks, so listen to your customers, understand their preferences, behaviors, emotions and desires, whose analysis can provide valuable information for your business.

Relacionados

Contact

Let ‘s talk !

We want to know about you. We are your best option in digital solutions. We connect your company with customers and automate the process through artificial intelligence. You will also be able to close deals from a single omnichannel platform.

Contact Form