What is the focus of Social CRM?
The Social CRM is part of the multichannel customer service strategy; its purpose is to manage the interactions with users through social networks and establish the necessary strategies for the improvement of customer service processes.
How do utilities use social networks?
Utilities use social networks to communicate outages and service interruptions as well as to publicize campaigns that promote better consumption habits. Also, in competitive environments, utilities make use of these channels to attract new prospects and retain existing customers.
How to listen to the voice of the customer on social networks?
Companies from different sectors identify how their users feel about the company products or services by using sentiment analysis tools. However, utilities should evaluate if these tools generate significant results for the business.