The social network wants
to save life and will suddenly solve quickly the problem or the qualified
response to the customer's question ... More than an existing channel? This is
a sweet dream regularly demanded by buzz that show the victory of the lonely
consumer against the brand, a customer who spoke on Twitter or Facebook.
Classical case after all, this shows the gap between a media discourse of
professionals that would make us believe that in the hexagon, Socia lMedia Services in Pakistan the rise of the mode of
communication with the brands via social media for the customer relationship is
inescapable and inexorable. Certainly, the customer is king but he chooses his
digital channel (or analog) contact with the brand.
The disappointment is
great for companies that have founded the hope of a peer-to-peer exchange with
consumers on Facebook and Twitter. This also shows on the part of consumers,
the little confidence given to these channels to "solve" their
immediate questions. Do we really want to buy on Twitter or Facebook or
initially inquire? This is the question that haunts the intense
reflections of the actors of e-commerce. But the step of the customer
relationship is different; it is the question of the quick and effective
relationship that counts for the consumer by opting for the easiest channel and
felt the most effective. Social Media Services in Pakistan On the one hand, there is a
serious discrepancy between the avowed basic requirements of consumers who want
both an instantaneous response to the brand and personalization vs.
The reality of customer practice.
On the other hand, consumers prove to be intractable and critical despite the progress
of brands to adopt new channels to establish customer communication.
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