Digital customer relations with social networks

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2. Social networks and instant messaging tools
Social networks and instant messaging tools (chats) have become essential in digital customer relationship management . These are channels preferred by prospects and customers, regardless of the stage of the purchasing journey, to interact with brands.

This is due in particular to the need for immediacy . Your buyers (acquired or potential) expect the fastest possible response from you. They therefore count on your responsiveness and, today, social media and its features are the most effective in offering them this.

This can also be an asset for brands, because social networks and instant messaging tools allow certain responses to be automated. Recurring questions are handled automatically using artificial intelligence. This saves time for your teams who can focus on the most complex issues.


This is possible without resorting to very advanced digital tools italy telegram The Meta group (ex-Facebook), via its Messenger and WhatsApp applications , already allows this. You can program answers to standard questions, which will be automatically sent to the Internet user. If he needs more information or to resolve a more advanced problem, your team takes over.

In addition, consider creating an FAQ (frequently asked questions) to add to your website. Effective and easy to set up, it is a reference content for prospects or customers looking for answers about a company or its offer. You can group together all the frequently asked questions from your customers in order to quickly offer complete and relevant information. It is also a way to save time for your sales team.

3. Customer feedback (reviews, testimonials, survey results, etc.)
In order to optimally manage digital customer relations, there is nothing like collecting customer feedback. It is a practice as old as marketing, but still as essential!

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To do this, you have several channels at your disposal:

Customer feedback directly obtained by your Sales and Aftersales teams;
Review platforms (Google, Facebook, Trustpilot, TripAdvisor, Booking, Yelp, etc.);
Surveys or polls conducted by your teams (following a sale, an exchange with an advisor, etc.);
Comments on your website or any sales page relating to your products or services (for example, if you resell on a marketplace );
Social networks, thanks to Social Listening tools to monitor any mention of your brand or your products or services.
You can therefore collect customer feedback proactively (you ask your buyers to give you their opinions) or through monitoring (by searching for information published on the web, without any control on your part).

These two practices are complementary. It is essential to monitor your online reputation: poorly managed bad buzz can quickly become detrimental. You can even defuse certain problematic situations by offering solutions to a customer who has shared their dissatisfaction on the web.