- Index hide
Customer service is a fundamental part of a good shopping experience.
In Mexico there are at least 84.1 million people immersed in the network.
Internet users make use of social networks to publicize various situations related to shopping experiences.
The active community within social networks usually make use of this type of space to publicize everything that generates uncertainty or emotion, regularly dealing with this type of platform a significant number of comments related to different shopping experiences, both good and bad. favorable, such as dislikes and complaints, Internet users point out that the intention of uploading this type of content to the different platforms is to show and prevent, in addition to encouraging and recommending the different brands or products, always seeking the support of more than 84.1 million users immersed in the Internet, a figure that represents just over 72 percent of the Mexican populationit is due to this large number of active users that actions such as the one exposed on Twitter must be taken into account, where Rappi’s CM shows the importance of taking into account the comments left on networks.
Follow-up through social networks in the face of consumer concerns and requests is an aspect that customer service should take more into account, since carrying out actions like this, generates in the consumer an expectation of a good shopping experiencewhich will provide organic loyalty on the part of the users, in addition to being associated with the company or service with a feeling of happiness, which will be replicated among the active communities in networks.
Rappi CM shows why customer service is important
Community Manager of Rappi, on the conversation table the importance of following up on the different tasks generated in social networks and the importance that this has, according to the perspective of the user with the company, An example of this is the congratulations to which he was creditor on Twitter, to which he replied. “We will always do our best to fill your days with happiness and there is no better way to do it than with Credits. Face offering a hug You deserve to always wear that smile! Smiling face with heart-shaped eyes.” Because an Internet user points out the following: “How happy my day was asshole and they gave me rapicredits thanks rappi.”
We will always do our best to fill your days with happiness and there is no better way to do it than with Credits. 🤗 You deserve to always wear that smile! 😍
– Rappi Mexico (@RappiMexico) January 25, 2022
Another clear example is what was exposed by a user who declared his gratitude and love for the brand is what was exposed in networks by the user @gr8default, who points out: “i love you rappi for giving me 90 credits, they were already well used”.
We love you much more and we love that you enjoy the Credits in what you like the most! 😍 🤗
– Rappi Mexico (@RappiMexico) January 25, 2022
Actions like these are usually well received by Internet users, and it is thanks to the new normality and the forced distancing due to the current pandemic, that digital platforms have taken a fundamental place, within the way in which the conversation now develops. societal, therefore communities have become increasingly susceptible to what happens on networks, and in how it is that brands and companies react to it, it is worth mentioning that it is due to this type of situation that consumers no longer only focus on what brands do according to their regular consumer base, but also in how both the social context and the environmental aspects are taken into account.
Now read: