Responsibility for directly assisting customers and must resolve their problems quickly , using the most appropriate digital communication tools. Social media, due to its inherent immediacy and flexibility, has the potential to offer exceptional customer service and UX (user experience). Twitter doesn't have a dedicated customer support feature but users can comment on an official tweet tagging the brand in hopes of getting a response Facebook, on the other hand, has features dedicated to customer service (email, automatic replies and chatbots) Chatbots in particular, thanks to AI (artificial intelligence) and marketing automation, can optimize customer service by freeing human operators from more urgent or lower value-added requests.
The use of chatbots makes the public feel finally listened to and increases interactions . The development of AI makes chatbots ever smarter: if until recently support, today mobile number list they have the skills and "skills" necessary to fully perform some tasks , such as answering standard questions or submitting practical guides to the customer troubleshooting. For example, Sephora's Facebook Messenger chatbots allow you to: Make an appointment in the shop Virtually trying on makeup Access makeup tips (how-to videos, tutorials, reviews, etc.) Being redirected to the website or app if you want to buy a product New call to action 5. Personalized message As for the content to be created and distributed on social networks.
The main objectives are to create visibility and increase the conversion rate . To stand out you can use social proof, user-generated content (UGC - User Generated Content ), content with an "expiration date" (i.e. capable of generating FOMO - Fear Of Missing Out, the fear of missing out on something typical of the digital age ) and, above all, personalized messages. According to a survey by Insider Intelligence , 56% of companies have seen an increase in engagement thanks to personalized marketing. Even in B2B marketing. To personalize it is necessary to exploit data collection and analysis strategies relating to sentiments, demographic information, preferences, purchasing behavior.