Establish an appropriate culture and structures

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On the other hand, customers often prefer to speak to a professional who will provide them with competent and personalized answers. Let's take the example of the online shopping experience: before, during and after the purchase, customers and prospects must be supported by an efficient and expert e-commerce service. Similarly, SNCF offers answers to its customers within 15 minutes on the TGV Inoui Pro messaging application. The customer service of the OVH company has also opened a Twitter account to inform its subscribers in real time of any malfunctions of its services.

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In order to provide adequate responses to Internet users' comments, it is necessary to distinguish between comments of real interest, such as criticisms and complaints. To do this, Djaboo offers companies a social cayman islands number screening media management tool that allows them not only to manage their online presence, but also to monitor feeds using keywords to identify high-impact positive or negative comments.

However, not all criticism or complaints require a response. It is important to avoid getting sucked into fruitless conversations that have no connection to the business or engaging in interactions with trolls. Furthermore, simply deleting negative posts is not enough and may lead to further negative comments. On the contrary, responding to these comments and solving the issue that caused the complaint can be very beneficial and transform the customer experience. Free, for example, decided to respond with humor to comments that were not necessarily benevolent in substance.

Creating a dedicated social channel for customer service can improve customer experience management. This strategy allows you to effectively separate customer service requests from marketing efforts, as long as you direct customers who need assistance to the right profile.

To ensure smooth and consistent management, it is essential to train employees on the company culture and customer experience. They must remain positive and transparent and, above all, personalize the responses they provide to customer requests.