Facebook Customer
Nicely, as the online retailer permanently optimize their ordering process. Ugly, such as the after-sales process is ignored. Beautiful, healthy world many consumers use online shopping preferred social media platforms as interaction channel, if they have any questions or need help. In this way, the shopping experience and the real time service – service (synchronous communication) reach a new stage of development. The triumph of social media platforms opens up completely new possibilities of online shopping consumers. The reality still has not establish themselves social media at many companies even as an equal channel for customer dialogue. Email and telephone dominate the dialogue market.
(see also: customer dialogue 2.0) A consumer sample media post a comment or question on a platform like Facebook or Twitter. Many online retailers ignore the request either entirely, or give only an evasive answer, which refers the customer to the traditional channels for customer support. Hotels on the Consumer is the all too often a waste of time. However, the provider uses the opportunities that social media offers him, he can reduce costs and increase customer satisfaction by providing convincing interaction channel chosen by the customer service. First semester customer dialogue: responses to the customers through the channel, which he has used for his question. Trend not yet on customer dialogue are sleepy part 1 not only in monitoring in the social media realm”set. Admittedly, filtering relevant information from social media channels has proven in the past extremely difficult task.
The huge amounts of Tweets and posts must be summarized in a uniform and manageable representation. Often this task field is located but in marketing departments, whose core competencies are somewhere else. You are indeed well prepared for communication in one direction (one to many) and work mainly on the representation and strengthen the business presence. The necessary interactive They would have to acquire expertise, which is required in the social Web, yet.
