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Social media continues to be the great tools for marketing by allowing positioning to be generated. However, during the Covid-19 health crisis they have played a key role in "not failing to communicate" for example to their customers about the particular situation of each organization. (Source: Hootsuite) The growth of users in social networks is permanent and reaches 9.2% year-on-year, and has already reached 49% of the world's population, i.e. 3.8 billion people, a factor that has been accelerated this last period due to the health crisis, 72% of the population is using its time actively in one of its social networks. (Source: Covid-19 Impact in Chile, CustomerTrigger) That's why it becomes critical for companies to adapt quickly to these markets and integrate new tools to generate relevant content that allows positioning in times of crisis. Also consider the different typical behaviors of the different generations help to achieve the empathy necessary for the growth of your services or products. For example, generation Z, they don't like invasive advertising. 51% of them use adblockers when browsing the Internet (Source: Merca2.0). On the other hand, 90% of Millennials consider authenticity to be an important aspect for them when it comes to choosing the products or services they use and prioritizing feedback from the users or customers themselves. In this context, working loyalty programs with their customers becomes a necessity of companies for: 1. Encourage them to become promoters of your brand, driven by a social need to share your preferences. 2. Stay connected to this social estrangement. 3. Enhance customer service online, to avoid the physical complications that Covid-19 mitigation measures may have caused. 4. Get to know your customers better, their habits and consumption preferences through tools for managing and integrating data sources. In a digital world where the use of social networks is presented every day as a more universal reality, where a single social network such as Facebook, has two billion active users and in which there has been a total transformation in which users increasingly use networks as a communication preference. That customer service must take this medium into account, not as an alternative, but as a definitive bet, is of real importance. The user has changed their forms and communication habits in such a way that the phone conversation is already done for many somewhat uncomfortable and punctual. The fact is that we have become accustomed to communicating through networks and messaging services and it is increasingly common that we are connected online or by push notifications to our networks of preferential use. This makes a service, much closer and immediate to the customer through a channel to which their customs take him, friendly to him immediately. A formula of attention involves maintaining the reputation of telling your customers' experiences of the good of your services or products, but this is not the same as being directly visualized by other users by those who can share this experience immediately with the community. The client himself sharing and we see him often and with many likes. A user who enters the community your business to request attention on a topic, will immediately see the contents of the day and those claims, news, news or comments of other users, making almost inevitable their access to them and the calls to action that are presented to them so close, intervening in some open topic or uploading those content that you want to share. Although initially a change in structure entails adaptation costs, opening a channel on social networks has important advantages, especially if we are using only a phone call and an online care system is not yet implemented. First, the same operator can handle multiple queries simultaneously, proportionally increasing the performance of its activity and enabling human resources optimization. Secondly, many of the questions and requests for assistance can be redirected to scheduled responses that the operator will offer in a personalized way to each client, keeping to the attention until the closing of the consultation without losing human treatment, but substantially speeding up the solution process, which is good for both the customer and your company. The possibilities of obtaining analytical data in real time offered by monitoring in social networks, opens a field of possibilities of infinite improvement. This makes it easy for us to immediately see those failures that are being made or the results you get with the corrections introduced, as well as the effectiveness of each operator, allowing both an effective selection of them, and taking as a formative example the experience of the best, which will make the team perfect all their skills together. That is, the monitoring of the social network allows me to quickly evaluate both an operator and an action that it implements. We have experience in social media software development and marketing. Contact us…