Categoria: social crm

social crm / - 21/01/2021 17:31:47

21 reports to optimize your Customer Care on Social Media

Customer Care in social media has gained relevance in the last decade being so influential in the consumer's purchase decision as well as Marketing. Dissatisfied consumers complain on social media and influence potential new consumers of a brand. That's why at Buzzmonitor we usually say that SAC is the new…

social crm / - 21/04/2017 00:54:58

Social Media in Practice: The Automation of customer services

DID YOU KNOW… … chatbots give service to an average of 30% of consumers without the need for human intervention? Bots that interact with users on the internet allow these users to ask questions to which an appropriate answer is formulated, according to a pre-defined guide. But the possibilities go…

social crm / - 10/02/2017 23:22:42

Social CRM: turn a public complaint into a private reply

At the end of 2015, Facebook implemented a series of new functions with the purpose of stimulating and optimizing the conversation between users and fan pages on the platform. One of the main changes was the possibility for the page to answer comments through private messages. Before that, when consumers…

social crm / - 10/02/2017 22:59:22

Customer Care’s digitalization

You already know this, but it doesn’t hurt to remind you: in a few years, telephone support will no longer exist. Helped by new technology, consumers have a wider range of more comfortable alternatives to search for solutions with companies they relate with, either by consumption or affinity. The main…

social crm / - 06/02/2017 21:57:18

Social CRM: optimize your customer support with saved replies

Early in 2015, Facebook released the “Very responsive to messages” badge for pages that answer 90% of their private messages in an average span of 5 minutes. The goal was to stimulate communication between brands and consumers, making customer service on the platform faster.  ​ Still on the same year,…

social crm / - 09/10/2016 18:03:00

3 metrics to monitor the performance of your bot on a Real-time dashboard

With the current rise of bots, companies are now increasingly investing in customer support via chat (WhatsApp or Messenger, for example). But how can I monitor customers that are using my brand’s bot?   Thinking about this, we integrated bots to Buzzmonitor Dashboards. This makes it much easier to analyze the…