The inclusion of the social networks in our daily routine also reaches to the habits and customs in relation to the companies and the brands. At the moment, any information on these can arrive at our hands in real time and to click blow, the contact takes place of you you and the consumer can indicate his displeasure publicly.

In this frame, the attention to client 2,0 is not based exclusively on responding to complaints and claims, but on the bond that each company creates with its clients through different platforms as the social networks. This service must concentrate in the interaction, always looking for a customized, fast attention and it jeopardize.

This last one is much more easy when the communication is carried out through the social networks. Those clients who settle down one first relation with a brand or company, give to understand that she interests his product to them or what this one offers. As we come commenting, these platforms allow to listen to the opinion of the consumers, which must be very important for each brand.

If they are used correctly, they can suppose a great tool at the time of stopping possible damages of reputation in time Here a great example of found it in Twitter:

• The Community Manager of the RENFE does not have repairs in answering in the same way that the user, always from the respect, humor and originality, obtaining thousands of retweets.

 

@calisixd the birds konstrulle the hestado one, the RENFE only puts trains in the route, rekuer2 to your hamijo; -))

— The RENFE (@Renfe) 24 of April of 2014

@calisixd Teníamos fear of which you did not understand to us well. Good end of Thursday, that no longer it is nothing!

— The RENFE (@Renfe) 24 of April of 2014

 

The statistics show that Facebook continues being the social network more used to follow the brands, in front of Twitter. At the moment Instagram is securing greater acceptance in this sense. Although, it is certain that each sector counts on its preferred network social, following the product that offers.

Source: IT PRAISES. IAB RRSS study

 

As it points a realised study at almost 900 users, for a 31% of the consumers of 16 to 30 years those brands that have presence in social networks they inspire more confidence to them than those than are not in these platforms. [1]

With respect to e-commerce, according to a study recently published by realised consultant PWC to 15,000 buyers online, 50% of the survey ones affirm that it has bought in social networks. [2] More and more usuary they value the importance which the brands know their tastes, something possible also through the social networks. In addition, in the tactical mission of e-commerce, they count on a special importance by his nature of business online.

In hosting-ehost, we stay in touch with our clients through social networks as Facebook and Twitter, in which we looked for to offer an adapted attention the needs of our users.

The companies and brands can adapt his e-commerce, creating supplies and experience of customized purchase, taking care of the retail “total� call, based on the good use of “big dates� as useful information regarding the users and consumers from its products.

[1] http://www.iabspain.net/wpcontent/uploads/downloads/2016/04/IAB_EstudioRedesSociales_2016_VCorta.pdf
[2] https://kc3.pwc.es/local/es/kc3/publicaciones.nsf/V1/6E81D14EF77BE1E8C12579CD00601A61/$FILE/enredados.pdf