{"id":12131,"date":"2023-01-19T11:30:30","date_gmt":"2023-01-19T10:30:30","guid":{"rendered":"https:\/\/www.intesys.it\/journal\/?p=12131"},"modified":"2024-12-19T10:51:13","modified_gmt":"2024-12-19T09:51:13","slug":"come-e-perche-unazienda-b2b-puo-fare-customer-care-sui-social","status":"publish","type":"post","link":"https:\/\/www.intesys.it\/journal\/marketing-e-commerce\/come-e-perche-unazienda-b2b-puo-fare-customer-care-sui-social\/","title":{"rendered":"Come e perch\u00e9 un\u2019azienda B2B pu\u00f2 fare Customer Care sui social"},"content":{"rendered":"

Indice dei contenuti<\/span>
  1. Integrare una strategia di Social Customer Care nei flussi post-vendita<\/a><\/li>
  2. Assistenza Clienti sui social: cosa fare<\/a><\/li>
  3. Assistenza Clienti sui social: cosa non fare<\/a><\/li><\/ol><\/div><\/div><\/p>[vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\n

    Nel terzo millennio \u00e8 improbabile pensare ai social come a un elemento slegato dal business. Dall\u2019azienda manifatturiera a quella di servizi, l\u2019attivit\u00e0 social \u00e8 sia vetrina per far conoscere prodotti e servizi, sia collettore di richieste e di assistenza pi\u00f9 o meno organizzata. La mole di informazioni che transita da questi canali pu\u00f2 essere utilizzata in svariati modi: per conoscere il tuo cliente e le sue esigenze, per migliorare il tuo prodotto, e per fornire assistenza puntuale anche grazie a contenuti dedicati al post-vendita. In questo senso, i social diventano un grande orecchio per ascoltare il tuo cliente, soddisfare le sue esigenze \u2013 in alcuni casi addirittura precederle \u2013 e trovare soluzioni pi\u00f9 o meno creative per dargli assistenza. L\u2019immediatezza, la possibilit\u00e0 di avere un rapporto one to one e la viralit\u00e0 che scatenano i social ne fanno un ottimo alleato per il Customer Care.<\/h4>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][divider line_type=”No Line” custom_height=”10″][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\n

    Integrare una strategia di Social Customer Care nei flussi post-vendita<\/h2>\n

    Partiamo dal presupposto che i social media<\/strong> sono uno straordinario strumento di relazione con il cliente<\/a> e ben si integrano tra le funzioni sales, marketing e service<\/strong><\/a>.
    \nIncludere nelle tue strategie l\u2019uso dei social media ti permette di:[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][divider line_type=”No Line” custom_height=”10″][\/vc_column][\/vc_row][vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”default” equal_height=”yes” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” advanced_gradient_angle=”0″ overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=”” gradient_type=”default”][vc_column column_padding=”padding-3-percent” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”right” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” advanced_gradient_angle=”0″ gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” enable_animation=”true” animation=”fade-in-from-bottom” animation_easing=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid” gradient_type=”default”][nectar_icon_list animate=”true” color=”Accent-Color” direction=”vertical” icon_size=”small” icon_style=”no-border”][nectar_icon_list_item icon_type=”icon” icon_family=”iconsmind” text_full_html=”simple” title=”List Item” id=”1734601816264-4″ tab_id=”1734601816265-2″ icon_iconsmind=”iconsmind-Add-UserStar” header=”Avere un rapporto diretto e immediato con il tuo utente finale”][\/nectar_icon_list_item][nectar_icon_list_item icon_type=”icon” icon_family=”iconsmind” text_full_html=”simple” title=”List Item” id=”1734601816322-9″ tab_id=”1734601816322-0″ icon_iconsmind=”iconsmind-Loudspeaker” header=”Comunicare efficacemente la tua value proposition”][\/nectar_icon_list_item][nectar_icon_list_item icon_type=”icon” icon_family=”iconsmind” text_full_html=”simple” title=”List Item” id=”1734601816356-4″ tab_id=”1734601816357-4″ icon_iconsmind=”iconsmind-Business-Mens” header=”Sfruttare la portata del canale per raggiungere nuovi utenti”][\/nectar_icon_list_item][nectar_icon_list_item icon_type=”icon” icon_family=”iconsmind” text_full_html=”simple” title=”List Item” id=”1734601816374-3″ tab_id=”1734601816375-9″ icon_iconsmind=”iconsmind-Add-User” header=”Generare lead”][\/nectar_icon_list_item][nectar_icon_list_item icon_type=”icon” icon_family=”iconsmind” text_full_html=”simple” title=”List Item” id=”1734601816404-3″ tab_id=”1734601816405-6″ icon_iconsmind=”iconsmind-Headset” header=”Stabilire una connessione diretta tra i tuoi utenti e il tuo reparto assistenza”][\/nectar_icon_list_item][\/nectar_icon_list][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\n

    Se, invece, ti stai chiedendo come integrarli nelle strategie di Customer Care, prosegui nella lettura.<\/h4>\n

     <\/p>\n

    Per prima cosa partiamo da una definizione:<\/p>\n

    Il Social Media Customer Care (SMCC)<\/strong> fa riferimento a tutte quelle azioni di assistenza clienti che non avvengono pi\u00f9 sui canali tradizionali ma che si sono evolute su touchpoint digitali, includendo i social media come canali preferenziali, sia tramite messaggi pubblici che privati, usando social di propriet\u00e0 e non. <\/em><\/p><\/blockquote>\n

    Converrai con me, oggigiorno il concetto di assistenza \u00e8 molto pi\u00f9 ampio<\/strong> di quello canonicamente definito dal vocabolario.
    \nAssistere<\/strong> i clienti significa non solo rispondere in modo proattivo a dubbi, richieste e lamentale, ma include anche il prendersi cura, lo stabilire una connessione e l\u2019aumentare la fiducia dei tuoi clienti<\/strong>.
    \nNel mercato B2B il processo d\u2019acquisto \u00e8 notoriamente lungo, multicanale e corale: tra i fattori che entrano in gioco nella scelta di un possibile fornitore<\/strong> rientrano anche le interazioni e il sentiment che un brand genera, nonch\u00e9 la possibilit\u00e0 di contare su     un customer care attivo e presente<\/a><\/strong> in tutta la fase di post acquisto.<\/p>\n

    Gli utenti oggi sono abituati a interagire sui social network, a relazionarsi in gruppi con commenti, recensioni e menzioni. I dati ce lo dimostrano:[\/vc_column_text][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”padding-1-percent” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” advanced_gradient_angle=”0″ gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/3″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid” gradient_type=”default”][milestone heading_inherit=”h1″ symbol_position=”after” subject_padding=”2%” color=”Accent-Color” effect=”count” symbol_alignment=”Default” milestone_alignment=”default” number=”76″ subject=”degli utenti scrive sui social alle aziende per chiedere aiuto <\/b>” number_font_size=”92″ symbol=”%”][\/vc_column_inner][vc_column_inner column_padding=”padding-1-percent” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” advanced_gradient_angle=”0″ gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/3″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid” gradient_type=”default”][milestone heading_inherit=”h1″ symbol_position=”after” subject_padding=”2%” color=”Accent-Color” effect=”count” symbol_alignment=”Default” milestone_alignment=”default” number=”32″ subject=”degli utenti sceglie i social media come primo canale per chiedere assistenza <\/b>” number_font_size=”92″ symbol=”%”][\/vc_column_inner][vc_column_inner column_padding=”padding-1-percent” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” advanced_gradient_angle=”0″ gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/3″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid” gradient_type=”default”][milestone heading_inherit=”h1″ symbol_position=”after” subject_padding=”2%” color=”Accent-Color” effect=”count” symbol_alignment=”Default” milestone_alignment=”default” number=”64″ subject=”delle persone sceglie i messaggi piuttosto che le chiamate nell’assistenza<\/b>” number_font_size=”92″ symbol=”%”][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][divider line_type=”No Line” custom_height=”10″][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]In questo contesto, avere un customer care che si interfaccia direttamente sui social diventa un asset strategico<\/strong>.<\/p>\n

    Se hai un prodotto o servizio particolarmente complesso, se ti serve un canale a supporto del sito in cui veicolare contenuti post-assistenza o se vuoi sfruttare la visibilit\u00e0 dei social per dare risposta alle domande frequenti dei tuoi clienti, sviluppare una strategia di social media customer care<\/strong> \u00e8 un\u2019opportunit\u00e0 per la tua azienda.<\/p>\n

    Pianificare le attivit\u00e0 a medio-lungo termine<\/h3>\n

    Per affrontare un\u2019attivit\u00e0 di medio-lungo periodo in modo strutturato devi stabilire delle linee guida<\/strong> utili per il tuo team post-vendita e capire quali tattiche di marketing puoi sfruttare per massimizzare i risultati[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][divider line_type=”No Line” custom_height=”10″][\/vc_column][\/vc_row][vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”default” equal_height=”yes” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” advanced_gradient_angle=”0″ overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=”” gradient_type=”default”][vc_column column_padding=”padding-3-percent” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”right” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” advanced_gradient_angle=”0″ gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” enable_animation=”true” animation=”fade-in-from-bottom” animation_easing=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid” gradient_type=”default”][nectar_icon_list animate=”true” color=”Extra-Color-3″ direction=”vertical” icon_size=”small” icon_style=”border”][nectar_icon_list_item icon_type=”numerical” text_full_html=”html” title=”List Item” id=”1734601818113-9″ tab_id=”1734601818114-2″]\n

    Scegli il canale<\/span><\/span><\/strong>:<\/strong> <\/span>i<\/span>n linea generale ogni richiesta deve essere evasa nel canale da cui proviene. Se il tuo prodotto e\/o servizio richiede una particolare attenzione post-vendita puoi destinare uno dei tuoi social prevalentemente alle attivit\u00e0 di assistenza;<\/span><\/span>\u00a0<\/span><\/h4>\n[\/nectar_icon_list_item][nectar_icon_list_item icon_type=”numerical” text_full_html=”html” title=”List Item” id=”1734601818143-7″ tab_id=”1734601818144-8″]\n

    Stabilisci delle regole<\/span><\/span><\/strong>:<\/strong> <\/span>dai delle priorit\u00e0 al<\/span>le richieste e stabilisci un ordine di evasione all\u2019interno del team.<\/span><\/span>\u00a0<\/span>
    <\/span>    Software <\/span>attraverso cui centralizzare e gestire<\/span> le attivit\u00e0 di customer service <\/span>sui social e<\/span> altri canali<\/span><\/span><\/a> si rivelano fondamentali in questi casi per avere una panoramica de<\/span>i ticket aperti<\/span> e<\/span>d<\/span> efficientare i processi<\/span>. Permettono inoltre un\u2019integrazione con il CRM e la conservazione dello storico delle comunicazioni<\/span>;<\/span><\/span>\u00a0<\/span><\/h4>\n[\/nectar_icon_list_item][nectar_icon_list_item icon_type=”numerical” text_full_html=”html” title=”List Item” id=”1734601818162-3″ tab_id=”1734601818163-6″]\n

    Prevedi flussi di attribuzione dei task pertinenti<\/span><\/span><\/strong>:<\/strong> pu\u00f2 sembrare una banalit\u00e0, ma assicurarsi che ci sia una corretta comunicazione tra reparto assistenza, vendite e marketing<\/a> \u00e8 la chiave per fornire risposte rapide e congruenti con le esigenze del cliente;<\/span><\/span>\u00a0<\/span><\/h4>\n[\/nectar_icon_list_item][nectar_icon_list_item icon_type=”numerical” text_full_html=”html” title=”List Item” id=”1734601818194-0″ tab_id=”1734601818195-6″]\n

    Scegli tono di voce e stile:<\/span><\/span><\/strong> i canali digitali e i social <\/span><\/span>in primis<\/span><\/span> possono essere un\u2019arma a doppio taglio. Ricorda che <\/span><\/span>verba<\/span> volant scripta <\/span>manent<\/span><\/span><\/em>: risposte standard senza soluzione o carenti, toni sgarbati o diverbi accesi ricadono negativamente sulla reputazione del brand. Segui una linea comunicativa condivisa con il team marketing o con il community manager;<\/span><\/span>\u00a0<\/span><\/h4>\n[\/nectar_icon_list_item][nectar_icon_list_item icon_type=”numerical” text_full_html=”html” title=”List Item” id=”1734601818221-1″ tab_id=”1734601818222-4″]\n

    Monitora le conversazioni: <\/span><\/span><\/strong>i ticket e le richieste di assistenza sono un<\/span>a<\/span> fonte <\/span>preziosa <\/span>di contenuti. Interfacciati con i team sales e marketing per analizzare le domande pi\u00f9 frequenti e definire strategie di implementazione di prodotto o di <\/span>content<\/span><\/a> marketing.<\/span><\/span>\u00a0<\/span><\/h4>\n[\/nectar_icon_list_item][\/nectar_icon_list][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][divider line_type=”No Line” custom_height=”10″][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\n

    Assistenza Clienti sui social: cosa fare<\/h2>\n