Therefore it is important to place people who are prepared for customer management at a digital level, and who know the channels and procedures by which it will be possible to effectively manage customer service on social networks. .The management of any brand, in occurs.Social media responses to a crisismonitor the brand on social mediathus, it is important to monitor everything that happens with our brand on social networks.Not only the name in the brand, but the most representative associated products or services; we can also monitor the competition, and we can even monitor the people who are most closely associated with the company's public profile, certain managers, people who have much more visibility, or who are associated with that brand.
We can monitor everything, including the professional sector in which we operate, in case there is any negative news that could affect us.Therefore, it is important to monitor the online reputation of our brand , the competition and the professional sector in social networks . With this we will improve customer service in social networks of our users.Crisis plan in social networks online Special Marketing Database reputation crisiscustomer service on social networks must be based on a protocolthe protocol I am talking about is a social media crisis plan .The crisis plan will bring together the main complaints of our users in each of the networks. Complaints, in general, more representative, and standard answers for the main questions or complaints that are made.From there, a traffic light protocol of what is the degree of the complaint in terms of its seriousness.
They can be minor complaints , more moderate complaints , or more serious complaints, which can truly develop or lead to a serious online reputation crisis for our brand.All of this is reflected in a protocol, it is in a crisis plan, and what we have to do is manage it.In addition, determine at what times each of the people who will manage that customer service on social networks will enter.Typical customer profile in social networkslikewise, we are going to make a typical customer profile, and we are going to associate them with the complaints that are developed over time. What is the user profile or profiles that complain the most , what are the reasons why they complain.With this, we are going to create a type of profile associated with our brand that can affect visibility and negative online reputation.