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Relatiile cu clientii s-au mutat pe Facebook: Ce industrii acorda suport prin intermediul social media

Tags: social media, relatii clienti, servicii de asistenta, retele sociale, interactive intelligence

Retelele sociale nu mai reprezinta doar un mediu bun de adunat like-uri si de promovare. Popularitatea de care se bucura de la o vreme incoace le-a facut potrivite inclusiv pentru relatiile cu clientii.
Aproximativ 30% dintre companii la nivel global utilizeaza in prezent social media pentru furnizarea de servicii de asistenta, estimeaza o analiza a Interactive Intelligence Group Inc. Ba mai mult, in urmatoarele 12 luni numarul acestora este apreciat sa creasca cu inca 15%, cele mai active companii pe acest canal fiind cele din retail si FMCG.

„Retelele sociale s-au dezvoltat extrem de mult in ultimii ani, iar consumatorii prefera acest canal de comunicare in relatia cu companiile private, deoarece pot crea un impact mai mare in randul publicului, determinand astfel organizatiile sa reactioneze mai rapid la plangeri sau solicitari. Plecand de la aceste considerente, tot mai multe companii au sesizat necesitatea furnizarii de servicii de asistenta si prin intermediul social media, in majoritatea cazurilor integrand in cadrul centrelor de contact solutii software dedicate", precizeaza Marcin Grygielski (Territory Manager pentru Europa de Est al Interactive Intelligence).

Potrivit celor mai recente statistici referitoare la utilizarea retelelor sociale, aproximativ 90% dintre utilizatorii europeni de internet folosesc in mod frecvent social media, mai bine de jumatate dintre acestia accesand zilnic un site de socializare. Dintre utilizatori, peste 45% si-au manifestat nemultumirea in legatura cu produsele sau serviciile companiilor private prin intermediul comentariilor postate pe retelele sociale.

Pe plan local, aproximativ 50% dintre utilizatorii romani de internet acceseaza zilnic social media, in timp ce peste 75% dintre acestia au folosit retelele sociale pentru a-si arata nemultumirea fata de produsele sau serviciile companiilor private.

Topul companiilor care utilizeaza social media pentru furnizarea de servicii de asistenta

Campioni la acest capitol sunt companiile de retail si cele din FMCG, aproximativ 40% dintre acestea utilizand social media pentru astfel de servicii. Acestea sunt urmate de societatile din telecom (35%), cele din domeniul financiar, respectiv bancile si societatile de asigurari, care utilizeaza social media in proportie de circa 30% si de companiile din domeniul medical cu putin peste 20%.
Autor: Lacramioara Vidru


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