The community manager of Volaris defends its service and demonstrates the difficulties of his profession by giving effective customer follow-up.
Today approximately 53 percent of the world’s population is already present on social networks, who spend around 2 hours and 27 minutes browsing daily (Digital 2021) opening a new business opportunity that some people can take advantage of. The high traffic that social networks carry gave way to new professionals who could find on these digital platforms a profession of vital importance for brands today, the community management.
Compared to what some people might think, the effective management of a company in social networks on the part of a good community manager not only consists of making publications randomly, but there are endless strategies behind and steps to follow in order to achieve an efficient deal with the online community and in this way improve the perception of the brands in the minds of Internet users, among other benefits.
According to a study conducted by SproutSocial (Owner of a platform of social media management for companies), consumers have shown which communication habits by brands should be carried out and which should not, where 83 percent of respondents mention that these professionals must answer questions to the online community, 68 percent accepts that they intervene in conversations, 67 percent do not like that they laugh at the competition, 88 percent think that they should not laugh at customers, and 31 percent think that it is okay to use street language, among other characteristics that users take for good or bad from these professionals.
There is no doubt that social networks have offered an opportunity to brands to improve the perception of their customers in the face of inconsistencies in their services, which are partly solved by the users. community managers.
The more relevant a brand is in the industry, the more likely it is that inconsistencies and complaints will be presented in social networks, where the tThe job of the community managers is to give an effective follow-up and keep your sanity in the face of possible off-color comments by Internet users.
On this occasion, the Volaris community manager was providing her daily customer service, but a user made a comment mentioning an inconsistency in service by the airline and that they seek to “charge extra at the last moment.” Given this, it seems that the user was referring to a past experience that the brand could not resolve, a fact to which the Volaris community manager has defended its service, since he mentions that his intention was to help her and that she did not send him the information to follow up, so his insults are out of place.
Hello again. In August 2021 we try to help you and we do not receive information about your reservation in private; our intention was present, therefore, your insults are not necessary.
— Volaris (@viajaVolaris) January 14, 2022
The community manager of Volaris defends its service Given an inconsistency that could have been resolved, however, they did not receive any response from the user to effectively follow up on her case, demonstrating that they had the intention of supporting her but it was not possible.
constantly the community managers they are toasting solutions to inconsistencies that do not necessarily fall to their fault, mainly due to accusations from users about complaints of poor services.
Although there are cases where users are right and use these means to complain, sometimes Internet users accuse certain errors that did not actually happen, so these professionals must be responsible for continuing to perform their work with the greatest efficiency and possible respect to avoid new crises.
We had an example of this during the week, when the Rappi crisis by using the image of Chumel Torres to advertise indirectly affected Didi’s image, as hundreds of users began to accuse and threaten the brand for an error that did not commit (due to a confusion with the color of the brand), a fact that the community manager had to put a stop to by telling Internet users that it was an action by “the neighbor” and not by his brand, driving a brand crisis that should never have happened.
The community managers must be respectful and provide effective follow-up in the event of inconsistencies in order to avoid new image crises.
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