Las redes sociales han supuesto un cambio radical en la forma de relacionarse de las marcas.
Lo que antes era una comunicación de un solo sentido, ha evolucionado hacia una comunicación bidireccional. Esto facilitado la comunicación con el público, a través de las redes sociales.
Las Marcas se han visto obligadas a cambiar el sistema de atención que daba a sus clientes. El servicio de atención al cliente, es un factor fundamental a la hora de conectar con el publico.
Los clientes decidieron dónde querían ser atendidos por las marcas.
Las marcas que han liderado el movimiento del servicio al consumidor a los medios sociales han sido verdaderamente pioneros. Pusieron las primeras piedras para lo que ahora es una práctica común.
En primer lugar, los equipos de marketing y de atención al cliente no se comunicaban. Las marcas tuvieron que adaptarse al nuevo modelo, obligando a comunicar ambos departamentos.
En segundo lugar, hay que ver cómo las marcas gestionan las relaciones con los clientes. La relación con los clientes no es un mero dato, sino que hay que comunicarse con ellos para mantener relaciones positivas.
Por último, la forma en la que las marcas implementan tecnologías, para conseguir una experiencia más efectiva con sus usuarios.
El reto de las marcas, es integrar el servicio de atención al cliente junto con el departamento de marketing, para crear mejor experiencia del usuario con la marca. Ponte en contacto nosotros para realizar tus acciones.
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