{"id":2440,"date":"2022-02-15T04:12:05","date_gmt":"2022-02-15T03:12:05","guid":{"rendered":"https:\/\/leaderselling.com\/?p=2440"},"modified":"2022-02-15T04:13:43","modified_gmt":"2022-02-15T03:13:43","slug":"atencion-cliente-en-redes-sociales","status":"publish","type":"post","link":"https:\/\/leaderselling.com\/ca\/atencion-cliente-en-redes-sociales\/","title":{"rendered":"Episodio 68. Atenci\u00f3n al cliente en redes sociales"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p><strong>La atenci\u00f3n al cliente en redes sociales o el Social Customer Service<\/strong> es el servicio que dan las <a href=\"https:\/\/leaderselling.com\/ca\/12-tips-para-atraer-seguidores-a-tu-perfil-empresa-linkedin\/\">empresas<\/a> a sus clientes a trav\u00e9s de sus redes sociales , para garantizarles una buena experiencia durante la compra o adquisici\u00f3n de un producto o servicio.<\/p>\n<p>Seg\u00fan el informe de la consultora <a href=\"https:\/\/www.gartner.com\/en\" target=\"_blank\" rel=\"nofollow noopener\">Gartner<\/a> en 2023 el 60% de las quejas, sugerencias o contactos entre clientes y marcas se realizar\u00e1 a trav\u00e9s de este canal.<\/p>\n<p>Es decir, la gran mayor\u00eda de las empresas tienen un servicio de atenci\u00f3n al cliente con como m\u00ednimo un tel\u00e9fono, mail y como mucho WhatsApp.<\/p>\n<p>Esto no es ya suficiente para atender a tus clientes hoy en d\u00eda y mucho menos en un futuro.<\/p>\n<p>Los clientes cada vez m\u00e1s con omnicanal y se comunican con las marcas a trav\u00e9s de sus redes sociales.<\/p>\n<p>\u00bfTienes ya creado un sistema para atender cualquier contacto o pregunta que te aparezca en cada una de tus redes sociales?<\/p>\n<p>Es momento de ponerte manos a la obra, que el 2023 est\u00e1 aqu\u00ed al lado y la fidelizaci\u00f3n de tu cliente pasa por darle una atenci\u00f3n exquisita.<\/p>\n<p>&nbsp;<\/p>\n<p>Antes de continuar, repasemos estos temas:<\/p>\n<p style=\"padding-left: 40px;\">\u25b6\u00a0<a href=\"https:\/\/soniadurolimia.com\/atencion-al-cliente-en-redes-sociales\/\" target=\"_blank\" rel=\"noopener\">Atenci\u00f3n al Cliente en Redes Sociales<\/a><\/p>\n<p style=\"padding-left: 40px;\">\u25b6\u00a0<a href=\"https:\/\/leaderselling.com\/comunicacion-corporativa-empresa-que-es\/\" target=\"_blank\" rel=\"noopener\">Comunicaci\u00f3n Corporativa de la Empresa<\/a><\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Atenci\u00f3n al cliente \u00a0en redes sociales \u00a0\u00bfQu\u00e9 beneficios aporta a mi negocio?<\/strong><\/h2>\n<p>&nbsp;<\/p>\n<p><strong>\u00a0<\/strong>Los beneficios que nos aporta a nuestro negocio un buen departamento de atenci\u00f3n al cliente en redes sociales son varios y muy importantes como son:<\/p>\n<p style=\"padding-left: 80px;\">\ud83e\udd1d <strong>Fidelizaci\u00f3n de clientes<\/strong>: Cuidar a tus clientes es ganarte su confianza y aumentar tu valor ante ellos.<\/p>\n<p style=\"padding-left: 80px;\"><strong>\ud83d\ude0e Reputaci\u00f3n<\/strong>: protege tu reputaci\u00f3n de <a href=\"https:\/\/leaderselling.com\/ca\/como-hacer-una-auditoria-digital-de-tu-marca\/\">marca<\/a>, avanz\u00e1ndote a comentarios o cr\u00edticas. Apaga el fuego antes de sea tarde.<\/p>\n<p style=\"padding-left: 80px;\"><strong>\ud83d\udc4c Generaci\u00f3n de feedback<\/strong>: los usuarios que contactan contigo, lo hacen porque tienen algo que decir sobre tu producto, servicio o proceso de venta.<\/p>\n<p style=\"padding-left: 80px;\"><strong>\ud83d\udcb0 Conseguir m\u00e1s ventas<\/strong>: cuando un cliente termina el proceso de compra satisfecho, es m\u00e1s probable que repita la experiencia y que pase a ser un prescriptor de la marca.<\/p>\n<p style=\"padding-left: 80px;\"><strong>\u00a0<\/strong><\/p>\n<p><strong><em>Ahora es el momento de escuchar nuestro Episodio 68:\u00a0 Atenci\u00f3n al cliente en redes sociales<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><iframe src=\"https:\/\/www.ivoox.com\/player_ej_82201172_6_1.html?c1=981dca\" width=\"100%\" height=\"200\" frameborder=\"0\" scrolling=\"no\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p><iframe style=\"border-radius: 12px;\" src=\"https:\/\/open.spotify.com\/embed\/episode\/4qU4OS7xlfBgc2djaADIZi?utm_source=generator\" width=\"100%\" height=\"232\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>&nbsp;<\/p>\n<h2>Servicio de atenci\u00f3n al cliente en redes sociales en 10 pasos<\/h2>\n<p>&nbsp;<\/p>\n<p style=\"padding-left: 80px;\"><strong>1. Conoce a tu <a href=\"https:\/\/leaderselling.com\/ca\/escucha-activa-social-listening\/\">Buyer Persona<\/a><\/strong>: \u00bfEn qu\u00e9 redes debes estar? \u00a1Donde est\u00e9 tu cliente!<\/p>\n<p style=\"padding-left: 80px;\"><strong>2: Elige las Redes Sociales<\/strong> en las que vas a desarrollar la Atenci\u00f3n al Cliente: Tu eliges d\u00f3nde estar, pero tus clientes tambi\u00e9n escogen por qu\u00e9 canal se comunican con tu marca. \u00a1Vig\u00edlalo!<\/p>\n<p style=\"padding-left: 80px;\"><strong>3: Mant\u00e9n una Escucha Activa<\/strong> en Redes Sociales: Conversa con ellos y responde a sus dudas.<\/p>\n<p style=\"padding-left: 80px;\"><strong>4: Profesionaliza a tu equipo interno<\/strong>: la formaci\u00f3n de tu equipo es b\u00e1sica para que den una imagen de marca coordinada independientemente del canal que se use.<\/p>\n<p style=\"padding-left: 80px;\"><strong>5: Forma a tu equipo externo de ATC: <\/strong>Si externalizas el servicio, perfectamente v\u00e1lido, f\u00f3rmalos igualmente, que seas siempre tu quien hable y tu marca.<\/p>\n<p style=\"padding-left: 80px;\"><strong>6: Define un plan de actuaci\u00f3n<\/strong>: Crea un plan coordinado para que todo el equipo responda de la misma manera\u00a0 a tus clientes cualquier situaci\u00f3n.<\/p>\n<p style=\"padding-left: 80px;\"><strong>7: Haz una lista de FAQs<\/strong>: tendr\u00e1s la mitad del recorrido hecho.<\/p>\n<p style=\"padding-left: 80px;\"><strong>8: Crea tu Plan de Crisis de Reputaci\u00f3n y gestiona los comentarios negativos de forma preventiva: <\/strong>Prevenir es el primer paso para evitar el fuego.<\/p>\n<p style=\"padding-left: 80px;\"><strong>9: En la respuesta, no te precipites y no te duermas: <\/strong>No act\u00faes impulsivamente, analiza pros y contras y no pierdas tu planificaci\u00f3n en las respuestas a comentarios.<\/p>\n<p style=\"padding-left: 80px;\"><strong>10: Personaliza tu respuesta: <\/strong>habla a tu cliente por su nombre, a todos nos gusta sentirnos \u00fanicos a tu cliente tambi\u00e9n.<\/p>\n<p>&nbsp;<\/p>\n<p>Ahora ya sabes por d\u00f3nde empezar a crear, mejorar y potenciar a tu servicio de atenci\u00f3n al cliente pero en redes sociales.<\/p>\n<p>No te olvides que est\u00e1s en un mundo digital , omnicanal, que cambia r\u00e1pidamente y por lo tanto debes estar atento a las <a href=\"https:\/\/leaderselling.com\/ca\/mejores-tendencias-marketing-digital-2023\/\">tendencias<\/a> que vienen y pueden afectar a tu negocio y rentabilidad.<\/p>\n<p>\u00bfEmpezamos?<\/p>\n<p>&nbsp;<\/p>\n<p>En nuestro pr\u00f3ximo episodio del martes, hablaremos de <a href=\"https:\/\/leaderselling.com\/ca\/que-es-eye-tracking-en-marketing\/\">neuromarketing<\/a> musical o branding musical. \u00a1Ag\u00e9ndalo el martes!<\/p>\n<p>No te lo pierdas y contin\u00faa avanzando en tu estrategia de <strong>Digital Selling<\/strong> para \u00a1Vender m\u00e1s en internet!<\/p>\n<p>&nbsp;<\/p>\n<h2><strong>Recuerda\u2026<\/strong><\/h2>\n<p>Somos tu agencia y consultora que trabaja para que vendas m\u00e1s en Internet, integrando la fuerza de tu equipo y convirti\u00e9ndolos en Embajadores de Marca.<\/p>\n<p>&nbsp;<\/p>\n<div id=\"podcasts\">\n\t<div class=\" section_inner clearfix\">\n\t\t<div class=\"section_inner_margin clearfix\">\n\t\t\t<div class=\"vc_row wpb_row section vc_row-fluid vc_inner \" style=\" text-align:left;\">\n\t\t\t\t<div class=\" full_section_inner clearfix\">\n\t\t\t\t\t<div class=\"wpb_column vc_column_container vc_col-sm-4\">\n\t\t\t\t\t\t<div class=\"vc_column-inner\">\n\t\t\t\t\t\t\t<div class=\"wpb_wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element \">\n\t\t\t\t\t\t\t\t\t<p class=\"h4\" style=\"text-align: center;\">Segueix-nos a Ivoox<\/p>\n\t\t\t\t\t\t\t\t\t<a itemprop=\"url\" title=\"Segueix-nos a iVoxx\" target=\"_blank\" rel=\"nofollow\" href=\"https:\/\/www.ivoox.com\/s_p2_1086948_1.html\"><div class=\"vc_single_image-wrapper   vc_box_border_grey\"><img decoding=\"async\" width=\"413\" height=\"161\" src=\"https:\/\/leaderselling.com\/wp-content\/uploads\/2020\/10\/Leader-Selling-Podcasts-Ivoox-Catalan.jpg\" class=\"vc_single_image-img attachment-full\" alt=\"Leader Selling - Podcasts - Ivoox\" loading=\"lazy\"><\/div><\/a>\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\">Et convidem a seguir el podcast &quot;Digital Selling per a empreses del segle XXI&quot; a  Ivoox.<\/p>\n\t\t\t\t\t\t\t\t<\/div> \n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"wpb_column vc_column_container vc_col-sm-4\">\n\t\t\t\t\t\t<div class=\"vc_column-inner\">\n\t\t\t\t\t\t\t<div class=\"wpb_wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element \">\n\t\t\t\t\t\t\t\t\t<p class=\"h4\" style=\"text-align: center;\">Segueix-nos a Spotify<\/p>\n\t\t\t\t\t\t\t\t\t<a itemprop=\"url\" title=\"Segueix-nos a Spotify\"  target=\"_blank\" rel=\"nofollow\" href=\"https:\/\/open.spotify.com\/show\/7CBW3KOTAkoSnTti3WoVNY\"><div class=\"vc_single_image-wrapper   vc_box_border_grey\"><img decoding=\"async\" width=\"413\" height=\"161\" src=\"https:\/\/leaderselling.com\/wp-content\/uploads\/2020\/10\/Leader-Selling-Podcasts-Spotify-Catalan.jpg\" class=\"vc_single_image-img attachment-full\" alt=\"Leader Selling - Podcasts - Spotify\" loading=\"lazy\"><\/div><\/a>\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\">Et convidem a seguir el podcast &quot;Digital Selling per a empreses del segle XXI&quot; a  Spotify.<\/p>\n\t\t\t\t\t\t\t\t<\/div> \n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"wpb_column vc_column_container vc_col-sm-4\">\n\t\t\t\t\t\t<div class=\"vc_column-inner\">\n\t\t\t\t\t\t\t<div class=\"wpb_wrapper\">\n\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element \">\n\t\t\t\t\t\t\t\t\t<p class=\"h4\" style=\"text-align: center;\">Segueix-nos a Google Podcast<\/p>\n\t\t\t\t\t\t\t\t\t<a itemprop=\"url\" title=\"Segueix-nos a Google Podcast\"  target=\"_blank\" rel=\"nofollow\" href=\"https:\/\/podcasts.google.com\/feed\/aHR0cHM6Ly9hbmNob3IuZm0vcy8zM2M3M2U5NC9wb2RjYXN0L3Jzcw==\"><div class=\"vc_single_image-wrapper   vc_box_border_grey\"><img decoding=\"async\" width=\"413\" height=\"161\" src=\"https:\/\/leaderselling.com\/wp-content\/uploads\/2020\/10\/Leader-Selling-Podcasts-Google-Podcast-Catalan.jpg\" class=\"vc_single_image-img attachment-full\" alt=\"Leader Selling - Podcasts - Google Podcast\" loading=\"lazy\"><\/div><\/a>\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\">Et convidem a seguir el podcast &quot;Digital Selling per a empreses del segle XXI&quot; a  Google Podcast.<\/p>\n\t\t\t\t\t\t\t\t<\/div> \n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div> \n\t<\/div>\n<\/div>\n<div id=\"linkedin\" class=\"vc_row wpb_row section vc_row-fluid  grid_section\" style=\" text-align:center;\">\n\t<div class=\" section_inner clearfix\">\n\t\t<div class=\"section_inner_margin clearfix\">\n\t\t\t<div class=\"wpb_text_column wpb_content_element \">\n\t\t\t\t<div class=\"wpb_wrapper\">\n\t\t\t\t\t<p class=\"h4\" style=\"text-align: center;\">Segueix-nos a <a href=\"https:\/\/leaderselling.com\/ca\/novedades-linkedin-2023\/\">Linkedin<\/a><\/p>\n\t\t\t\t\t<p style=\"text-align: center;\">Si vols trobar oportunitats professionals que t&acute;ajuden a vendre m&eacute;s, segueix-nos a linkedin. Alli seguim donant-te  consells de <a href=\"https:\/\/leaderselling.com\/ca\/social-media-listening\/\">Social Selling<\/a> i Digital Selling.<\/p>\n\t\t\t\t\t<a itemprop=\"url\" title=\"Segueix-nos a LinkedIn\" target=\"_blank\" rel=\"nofollow\" href=\"https:\/\/www.linkedin.com\/company\/leader-selling\/\"><img decoding=\"async\" width=\"955\" height=\"249\" src=\"https:\/\/leaderselling.com\/wp-content\/uploads\/2020\/10\/Leader-Selling-Segueix-nos-a-Linkedin-Big.jpg\" class=\"vc_single_image-img attachment-full\" alt=\"Segueix-nos a  Linkedin\" loading=\"lazy\" srcset=\"https:\/\/leaderselling.com\/wp-content\/uploads\/2020\/10\/Leader-Selling-Segueix-nos-a-Linkedin-Big.jpg 955w, https:\/\/leaderselling.com\/wp-content\/uploads\/2020\/10\/Leader-Selling-Segueix-nos-a-Linkedin-Big-413x108.jpg 413w, https:\/\/leaderselling.com\/wp-content\/uploads\/2020\/10\/Leader-Selling-Segueix-nos-a-Linkedin-Big-768x200.jpg 768w, https:\/\/leaderselling.com\/wp-content\/uploads\/2020\/10\/Leader-Selling-Segueix-nos-a-Linkedin-Big-700x183.jpg 700w\" sizes=\"auto, (max-width: 955px) 100vw, 955px\"><\/a>\n\t\t\t\t\t<p style=\"text-align: center;\">Deixa&acute;ns els teus dubtes, comentaris i sugger&egrave;ncies.<\/p>\n\t\t\t\t\t<p style=\"text-align: center;\"><strong>Aquest post es per a tu, volem parlar del que tu vols i necessites saber.<\/strong><\/p>\n\t\t\t\t<\/div> \n\t\t\t<\/div> \n\t\t<\/div>\n\t<\/div>\n<\/div>\n<p class=\"h4 compartir\" style=\"text-align: center;\">Comparteix Episodio 68. Atenci\u00f3n al cliente en redes sociales a les teves xarxes socials<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>La atenci\u00f3n al cliente en redes sociales o el Social Customer Service es el servicio que dan las empresas a sus clientes a trav\u00e9s de sus redes sociales , para garantizarles una buena experiencia durante la compra o adquisici\u00f3n de un producto o servicio. Seg\u00fan&#8230;<\/p>\n","protected":false},"author":4,"featured_media":2444,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[11,17,8],"tags":[],"class_list":["post-2440","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-estrategia-de-ventas","category-negocios","category-social-media"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Episodio 68. Atenci\u00f3n al cliente en redes sociales<\/title>\n<meta name=\"description\" content=\"\u00bfSabes c\u00f3mo crear tu servicio de atenci\u00f3n al cliente en redes sociales? 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