Best Buy + Twitter = Clientes satisfechos
Como es el último día de la semana, queremos dejarte con un ejemplo para que lo analices muy bien durante todo el fin de semana y nos des tu opinión sobre lo siguiente.
Best Buy en gran parte del mundo, pero principalmente en Estados Unidos, es reconocida como una de las tiendas en donde puedes ir a buscar y comprar prácticamente lo que quieras en cuanto a tecnología, con precios competitivos y con una excelente atención al cliente.
Era obvio que con el gran crecimiento de las redes sociales y el Social Media, tarde o temprano se tenían que integrar a estas herramientas e integrar a sus estrategias de Mercadotecnia, el marketing digital.
Sin embargo, ellos realizaron algo diferente, aun cuando la satisfacción de sus clientes es alta en las tiendas físicas, decidieron abrir una cuenta en Twitter llamada @Twelpforce, una cuenta dedicada a resolver cualquier queja o preguntas sobre tecnología, todo en tiempo real.
Hoy en día, Twelpforce cuenta con más de 29,000 followers y sigue en aumento. Las críticas hacía esto son totalmente positivas y su ejecución es tan impresionante, que este año, la agencia responsable recibió el premio Titanium Grand Prix en los Cannes Lions.
La consistencia en las operaciones de esta cuenta de Twitter, demuestran un excelente conocimiento del know-how y de la experiencia de servicio al cliente por parte de los empleados de Best-Buy justo a los ojos de los twitteros, esto por que la cuenta la manejan más de 2,700 empleados que día a día están pendientes en todas las preguntas que les mandan.
Un ejemplo excepcional de éxito, que ofrece una buena experiencia de usuario, excelente atención al cliente y es un ejemplo de un uso 100% funcional de las redes sociales para las empresas.
A continuación te presentamos 6 puntos clave que @Twelpforce lleva al pie de la letra todos los días para llegar al éxito.
1.Esta cuenta está manejada por empleados reales, gente con los que los clientes se pueden relacionar de verdad.
2.Opera las 24 horas del día y los 7 días de la semana, y ninguna pregunta sobre tecnología tiene algún limite.
3.Es accesible, aun para todos aquellos que no entienden muy bien como funciona Twitter. El user page de Twelpforce explica como postear y plantear las preguntas. También hay un link que te lleva a la política de Social Media de Best Buy.
4.No hay espera, los días en que estabas pegado en el teléfono marcando muchos números o en línea de espera, han acabado. Respuesta inmediata, esa es la clave.
5.Transparencia, un feed de Best Buy te muestra las conversaciones que se están llevando a cabo en tiempo real, dando una visión de lo completas que son las respuestas y de la atención que se le está dando a toda la gente.
6.Preguntas frecuentes dinámicas, el feed anteriormente mencionado, te permite buscar respuestas, provee de feedback y proporciona preguntas directamente.
Finalmente, el equipo de @Twelpforce está capacitado para dar las mejores soluciones, y así crear una buena imagen de la marca, de la empresa y darle credibilidad a la organización.
Esto demuestra lo gran herramienta que puede ser Twitter con el servicio al cliente, una vez que domines la dinámica y las estrategias de Twelpforce, la facilidad que tienes es que podrás atender a cualquiera mediante tu conexión tradicional de Internet en casa u oficina, o desde tu celular, todo en tiempo real, demostrándoles a tus usuarios lo lejos que puedes llegar para hacerte cargo de ellos.
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