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The Importance of Managing Social Media
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Posted On :
Nov-26-2012
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Article Word Count :
414
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In today’s online marketing world, managing social media is very important. When a customer calls into your call center, a one to one rapport is established as there is a relatively private exchange taking place.
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In today’s online marketing world, managing social media is very important. When a customer calls into your call center, a one to one rapport is established as there is a relatively private exchange taking place. The ultimate aim is to make the customer happy and this satisfies everyone. If not, they will always complain to a few friends. The social media aspect of customer service has brought about a modification in the game. Complaints are posted on the wall, Tweeted or blogged about for the whole community to see. You as a customer are expected to address or react instantly.
Well, this does not imply that you have lost control of customer service. Doing this is a proactive and strategic way to proceed. You will still look heroic, maintain a promising brand image, and enhance customer satisfaction. If a customer complains of any wrong on the part of the business and puts it on the social media, you can hire a social media agency to manage the case. As a business, you can revert to the customer on the social media platform itself and promise that they will get better quality of services delivered. This helps in turning an unsatisfied customer into a brand advocate.
The agency can prevent the bad experience from going viral by rightly managing the issue and presenting your business in good light. Customer service can also be used for market research which is vital to your business. You need to find out what makes customers tick, the elements that affect your buying behavior and look for insights which can be used in further marketing campaigns. In fact, the process has shifted base from call centers to the social space. The customer care rep may still ask your opinion for collecting data while there is a captive audience.
With the help of social media marketing, you can now open a dialog and this invites a wide scope of opportunities for knowing more about your customers. What happens now is that all your customers have their eyes focused on your fan page. In this situation, the social media marketing team has their customer service wing maintain your brand image in a dedicated manner. At the same time, this helps in capitalizing on the important moments for creating conversations with present and prospective customers. There is a lot of information that is provided by the social media and it always helps in communicating with protagonists, detractors and consumers.
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Article Source :
http://www.articleseen.com/Article_The Importance of Managing Social Media_236657.aspx
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Author Resource :
Selecting the best social media agency helps in managing social media. This translates into more customers and hence revenue.
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Keywords :
Social Media Agency, Managing Social Media, Social Media Management Pricing, social media management prices,
Category :
Internet Business
:
Internet Marketing
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