Customer Service Strategies in Social Networks
Updated on
Course overview
- Provider
- Domestika
- Course type
- Paid course
- Level
- Beginner
- Deadline
- Flexible
- Duration
- 2 hours
- Lessons
- 22 lessons
- Certificate
- Available on completion
- Course author
- Julio Fernández-Sanguino
-
With the entrance of the commercial brands in the social networks a new trade appeared: that of the community manager; a channel manager who is responsible, as the name implies, to manage the community of users who frequent the various digital channels of the brand.
To guarantee the success of a brand in this area, it is essential to have an optimal customer service strategy in social networks, in which all the interaction scenarios with users are taken into account.
In this course, Julio Fernández-Sanguino, director of digital projects, will discover the keys so that any company can perform an excellent customer service in social networks and make your brand an love brand .
Description
You will start knowing Julio, his career and his current projects. Then he will talk about the current state of the consumer in today's society.
You will learn basic concepts of customer service in social networks and the opportunities offered by the market. Then, you will start to develop your own customer service strategy, setting objectives, tone, style, platforms to use, etc.
You will define the types of queries and how you would respond to each one, generate action flows according to levels, roles and platforms, and also establish a crisis protocol.
You will continue learning about the tools that you can use to carry out the work of customer service in a more agile, automatic and simple way. To do this, you will know the main platforms and their intrinsic characteristics: Twiiter, Instagram, Facebook, chats, reviews and self-support.
You will discover the new trends in the world of customer service: chatbots e integration with messaging applications.
Finally, Julio will give you some practical advice and will teach you and analyze some of the best practices of customer service in social networks.
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