Customer Service 2.0 for Social Media

Partnerships and Certificates

What can Customer Service 2.0 do for your social networks?

The presence of social networks must be carefully evaluated by companies. It’s one of the main relationship strategies. It's not just about posts and shares, it also includes great customer service.

Offering customer service through social networks demonstrates that the company is always attentive to its audience. In other words, your company creates bonds, interactions, and generates positive mentions, thus attracting new consumers.

The benefit goes beyond that! Of course, strengthening the relationship between customer/company is important, but there is another strong point! Customer Service 2.0, when used via chat or website, becomes an excellent chance to get leads.

And how does this happen? We usually ask for basic information in order to proceed with the service. And through this information, you can already see if you are a qualified lead or not. And so, you can continue with the other strategies to maintain customer loyalty.

How are we going to measure results?

One way to assess whether your Customer Service 2.0 is being effective for your business is KPIs and metrics analysis. And how can this be measured? There is some very important data to follow up on.
First, one of the points that must be analyzed is how many assistances have been carried out in a month. Then, it is possible to check how many people get in touch.

Secondly, out of the services that have been performed, you'll need to analyze which have ended in a positive way, and whether the customer was satisfied. Similarly, check for bad feedback.

Also, check how many interactions took place on your social networks, including Facebook, Instagram, among others. Have these interactions been converted into customers? All these analyses are done by our team at Performa Web.

Partner with an agency specialized in Customer Service for social networks

Customer Service 2.0 is not just a simple service. You must have a specialized team, with the proper knowledge, and with the right tools, as well as the pleasure to work with and for the target audience.

Performa Web has a team of professionals with years in the market, who have this sense of urgency to deal with possible crises. We offer services focused on your company's relationship with its customers and Customer Service for social networks.

Feel free to talk to a Performa Web expert and find out how to improve your relationship with your customers.

See our client’s opinions

Our partnership with Performa Web started in 2015 and since then, not only has traffic increased, but sales made through our e-commerce have grown considerably. Performa Web's team has vast experience and this helps us to evolve every day, making the most of all the features and formats of performance media channels in order to deliver better results. They also support us on the SEO front, helping us to achieve better positioning in search results. We are very satisfied with the results and we trust them to keep growing.

GIULIANO REZENDE

NIKE Media Manager

With a lockdown scenario and physical stores closed during Easter, attention turned to digital and Performa Web’s strategy made the difference. With reports and dashboards updated in real time, we were able to study and act with agility to ensure the best media performance and sales results on the website, exceeding the proposed goals.

PEDRO PASQUALUCCI CALÇADA

Marketing Coordinator at Kopenhagen

A Performa Web nos atende em em gestão de mídia e em SEO. Para nós a Performa Web é muito mais do que uma prestadora de serviços da Fnac Brasil. Nós percebemos o quanto a Performa Web veste a nossa camisa, trabalha junto, dedicando-se o tempo todo a nos orientar com as soluções que precisamos e somando todo o seu expertise em Marketing Digital ao do time da Fnac Brasil com insights e aproveitando grandes oportunidades. A sensação que temos é de que somos uma única equipe. Já são quase dois anos de parceria e estamos realmente muito satisfeitos com a parceria e resultados obtidos!

ALINE DUTRA

Performance FNAC

It’s with great satisfaction that we work with Performa Web. We found professionals committed to results and even with little service time we have already been able to see positive results.

LUCIANO BARRETO

Investor & Strategic Advisor.

Performa Web develops excellent results-driven strategic work. The team insists on understanding the client's business and being part of its daily goals and challenges. But the difference that stands out is the service that is always close, as they understand our needs and work as a team to deliver the best result.