How to reinforce customer service on digital channels and social media

Social media and digital channels are increasingly common venues for customers to request or receive customer service, so it’s necessary to make them work to retain the customer.

Nowadays social media presence is indispensable for running a business in the modern world. Not only it allows customers to locate the business and know about its offerings, it’s also a widely used channel for customer support. And it’s as easy for businesses to fail at online customer support, as it is for mistreated customers to post bad reviews and ratings for your business. Meanwhile, increasing the relationship with the customer and interacting with them through the channels in which they find themselves increases customer loyalty, satisfaction and even the likelihood of purchase.

So, let’s take a look at a few tips that can help your business stand out in customer service, increasing the chances of your company being recommended to others and avoiding negative reactions.

1. Your team must be prepared.

The customer service team in social networks is the one that will face the consumers. This makes it necessary to be well prepared to meet their needs on time and have all the digital bases covered. Make sure they know your product and processes as well as if they were providing support in person, and maybe even better.

2. Reinforce the service on customers’ preferred channels.

Knowing the target audience also means knowing what type of social channels they use to access us. The brand must be present on the right ones to be available when the consumer needs it. In addition, it is essential to share careful content and offer positive experiences, to generate engagement on the networks and build lasting connections.

3. Be next to the customers at all stages.

From product search and purchase, to sending a support request, it is important that we are there at every stage of the customer’s journey. This way, we make sure that any questions are answered and provide them with the information they need to have an optimal experience. Delivering customer care through messaging applications opens a wide variety of options for personalization, speeding up transactions with automation flows, and even bots can be used to handle high volumes of queries.

4. Go for large scale personalization.

There comes a time when it becomes difficult to respond individually to all messages and emails, especially when they are repeated. Handling complaints, claims or deliveries wastes the team’s most valuable time, which is reaching the public with personalized messages. For customers it is essential, apart from being attended to, that this attention is directed towards each of them in particular. In this sense, automation and bots are perfect. Configuring these tools for the most common queries will help workers manage volume, reduce time spent on repetitive tasks and gather key information.

5. Use data to generate value.

Attention must be paid to the knowledge obtained from the analysis of customer service interactions on social networks. Collecting, analyzing and measuring that knowledge is important to obtain information that will also help us to offer a better response.

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SEO Budgeting

Each project is different. Some websites need constant maintenance and optimization, while others require minimal attention. This means that the price of SEO services is calculated based on the time and research required to obtain quality finishes. The SEO budget depends on the size of the website, the degree of optimization and the scale of optimization that a website, blog or e-commerce requires.

The level of optimization of a website considers the amount of research, technical analysis, keywords, link building and maintenance on and off the site.

For their part, web stores need more optimization than personal blogs to maximize traffic and conversion rate, so they need more comprehensive packages.

Finally, the optimization scale implies the geographic reach of the website, as it implies different tactics depending on the strategy.

Consider applying SEO to your website and making it the heart of your digital marketing strategy. Contact us to discuss how to multiply the income of your company.

Off-Site SEO

External SEO is concerned with improving the ranking of a site on search engine results pages through promotional techniques such as:
  • Creation of external and internal links. With the aim of generating web traffic as an additional source and developing greater value. This can drive more traffic to your website, increase reputation, and increase rankings.
  • Marketing in social networks and brand promotions. These actions involve strategy and tactics in social media, both in organic and paid actions to give boost, visibility, credibility and traffic to the website, blog and e-commerce.

On-site SEO

On-site SEO involves optimizing the content of the website, blog and e-commerce at a structural level to make it more trackable and friendly for users and search engines. Includes optimization of title tags, internal links and URLs.

Some On-site SEO actions are:
  • Include keywords in the URL, in case the plugins don’t.
  • Using short and precise URLs, with the recommended keywords.
  • Use keywords at the beginning of the title tag.
  • Use keywords in subheadings in the content of your notes, as Google also searches for keywords in the heading tags.
  • Optimizing images and alt text that describes what’s in the image helps to identify the images and media in your site content.
  • Use synonyms and keywords that would be relevant to search items. When Google presents search results, it also looks for synonyms for the main keyword and other accompanying keywords.
  • Use internal and external links. Internal links connect the content of one web page to another on the same website. On the other hand, external links connect the content of your website with another website, enriching the content and adding value to searches.

Keyword Research

Keyword research is about locating the most searched words and phrases by users. This means that it is essential to tag the content of your site so that search engines can easily locate them.

The keywords used should target frequently used search words and phrases that are relevant to your content and add value to searches. The more keywords that are used and the more relevant they are to users, the easier it will be to find your website, blog or e-commerce. Also, if your website has a higher reputation, it will also be more relevant and better positioned.

Also, it should be taken into account that the position of the keyword in the URL affects its ranking and that the length of the keyword also influences the web positioning. Shorter URLs are easier to find and obviously rank higher.

Technical Analysis

Technical Analysis SEO technical analysis involves an in-depth review of the technical elements to improve so that Google and other search engines can index and crawl your website, blog or e-commerce.

The most common trouble spots are:
  • Need to correct “crawling errors” that prevent Google robots from seeing a page on your website and therefore not appearing in the search engine.
  • Optimize your site so it can be easily viewed from mobile devices, tablets, and desktops. Let us remember that we are in times of “mobile first”.
  • Fix broken links and make 404 errors friendly. Broken links can significantly hurt your SEO ranking because users and Google will have a hard time reaching your site and cause a drastic decrease in web traffic and sales.
  • Verify if you have an SSL certificate and a site with HTTPS encryption, which implies the protection of your data and those of your users from malicious programs and trackers on the Internet. It is an excellent ranking signal as it guarantees a secure connection with Google and reduces the abandonment rate.
  • Optimize page loading speed. This is essential, since if your sites take a long time to load, not only will you have a bad ranking in the Google list, but your users will quickly leave the site and you will lose potential sales.

Preliminary research

Preliminary SEO research focuses on finding out what’s on your website. This checklist is the content you have and discover the best way to select relevant bookmarks to optimize your website, blog or e-commerce. It includes the topics of your content, the types of media present, and benchmarking, that is, researching sites with similar content.

The goal of SEO is to differentiate yourself from your immediate competition, making your content on your website unique. This means that if your website has valuable content and responds to organic user searches, it will be easier for web crawlers to find.

The research done dives into the website’s specific market and the audience it is trying to reach. This step takes many factors into account and is one of the most expensive considerations in your budget.

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