{"id":142401,"date":"2019-11-12T08:56:55","date_gmt":"2019-11-12T07:56:55","guid":{"rendered":"https:\/\/brand24.com\/blog\/?p=142401"},"modified":"2024-03-20T13:42:33","modified_gmt":"2024-03-20T12:42:33","slug":"un-service-a-la-clientele-de-classe-mondiale-avec-des-outils-de-suivi-des-medias","status":"publish","type":"post","link":"https:\/\/brand24.com\/blog\/fr\/world-class-customer-service-with-media-monitoring-tools\/","title":{"rendered":"Comment les outils de veille m\u00e9diatique peuvent-ils vous aider dans votre service \u00e0 la client\u00e8le ?"},"content":{"rendered":"\n<p>There is a well-known truth about business today &#8211; at the end of the day, your customers are the ones who pay your bills. It perfectly emphasizes that your customers should be the apple of your eye. And the best way to show them that you care about them is to provide world-class customer support. Today, I\u2019ll tell you how can you improve your customer support with the help of media monitoring tools. <\/p>\n\n\n\n<p>But customer support isn\u2019t only art for art\u2019s sake.<\/p>\n\n\n\n<p>Researches prove that the way you support your customers influences your customer\u2019s retention and can make or even break your business.<\/p>\n\n\n\n<p>According to <a rel=\"nofollow\" href=\"https:\/\/www.groovehq.com\/customer-service-statistics\">RightNow,<\/a> 86% of consumers are willing to pay up to 25% more for better customer experience.<\/p>\n\n\n\n<p>What\u2019s more, according to <a rel=\"nofollow\" href=\"https:\/\/www.groovehq.com\/customer-service-statistics\">NewVoiceMedia<\/a>, After a positive customer experience, 69% of surveyed customers would recommend the company to others, and 50% would use the business more frequently.<\/p>\n\n\n\n<p>As you can see, positive customer experience supported by the right approach to customer service pays off. <\/p>\n\n\n\n<div id=\"toc_container\">\n<p class=\"toc_title\">Table of contents:<\/p>\n<ul class=\"toc_list\">\n  <li><a href=\"#first_point_header\">What Is Media Monitoring?<\/a>\n<\/li>\n<li><a href=\"#second_point_header\">Find out Where People Are Talking About You<\/a><\/li>\n<li><a href=\"#third_point_header\">Use Sentiment Analysis<\/a><\/li>\n<li><a href=\"#fourth_point_header\">Respond to Customer Requests<\/a><\/li>\n <ul>\n    <li><a href=\"#fourth_sub_point_1\">Appreciate customer\u2019s feedback<\/a><\/li>\n    <li><a href=\"#fourth_sub_point_2\">Use friendly and positive language<\/a><\/li>\n<li><a href=\"#fourth_sub_point_3\">Focus on solving problems<\/a><\/li>\n  <\/ul>\n<li><a href=\"#fifth_point_header\">Conclusions<\/a><\/li>\n<\/ul>\n<\/div>\n\n\n\n<p>Let\u2019s go through three tips for world-class customer support with the help of media monitoring tools.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"first_point_header\">What Is Media Monitoring?<\/h2>\n\n\n\n<p><a href=\"https:\/\/brand24.com\/blog\/what-is-media-monitoring-and-analysis\/\" target=\"_blank\" rel=\"noopener\">Media monitoring<\/a> is the process of listening to online public conversations on the web to determine what\u2019s being said about a particular brand, issue, topics, etc. with the use of media monitoring tools.<\/p>\n\n\n\n<p>These tools are tracking every public mention containing keywords, which you are asked to type at the beginning of using media monitoring tool.<\/p>\n\n\n\n<p>The tools will collect mentions containing your selected keywords, so it determines the data you\u2019ll get.<\/p>\n\n\n\n<p>This information gives you valuable insight into how your brand is portrayed in online and offline media. This knowledge may be used in many different branches of marketing, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Reputation management<\/li>\n\n\n\n<li>Competition research<\/li>\n\n\n\n<li>Market research<\/li>\n\n\n\n<li>Measuring the effects of your online campaigns<\/li>\n<\/ul>\n\n\n\n<p>And, of course, customer service. <\/p>\n\n\n\n<p>Basing on the hard data gathered by monitoring the Internet, media monitoring tools offer you a wide range of stats, metrics, and analysis features such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Total number of mentions<\/li>\n\n\n\n<li>Estimated social media reach<\/li>\n\n\n\n<li>Social media interactions (shares and likes)<\/li>\n\n\n\n<li>The number of videos<\/li>\n\n\n\n<li>The number of positive and negative mentions<\/li>\n\n\n\n<li>The number of mentions from blogs and forums<\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d7e89e183f4&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d7e89e183f4\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"469\" height=\"681\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/wp-content\/uploads\/2019\/11\/What-Is-Media-Monitoring-2.png\" alt=\"print screen presenting numerical summary of the media monitoring project in brand24 media monitoring tool, with stats like total number of mentions, estimated social media reach, social media interactions and the sentiment of the mentions\" class=\"wp-image-142470\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/What-Is-Media-Monitoring-2.png 469w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/What-Is-Media-Monitoring-2-300x436.png 300w\" sizes=\"auto, (max-width: 469px) 100vw, 469px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>To make a long story short &#8211; media monitoring tools like, for example, Brand24, gather publicly available online mentions containing your predefined keywords. <\/p>\n\n\n\n<p>These keywords may be related to anything you want, but today I\u2019ll focus on the customer service use of media monitoring tools.<\/p>\n\n\n\n<p>Let me show you how it works in practice.<\/p>\n\n\n\n<p>The first thing you need to do is to choose the <a href=\"https:\/\/brand24.com\/blog\/social-media-monitoring-tools\/\" target=\"_blank\" rel=\"noopener\" title=\"\">social media monitoring tool<\/a>. I\u2019ll show you how to do it in Brand24.<\/p>\n\n\n\n<p>So, first and foremost, <a href=\"https:\/\/app.brand24.com\/user\/register-account\/\">sign up for your 14-days free trial account<\/a>.<\/p>\n\n\n\n<p>No credit card required!<\/p>\n\n\n\n<p>Then, set up the project for your company by choosing the keywords you want to monitor. I\u2019d suggest you choose:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your brand name<\/li>\n\n\n\n<li>Your product or service name<\/li>\n\n\n\n<li>Your branded hashtag (of course, if you have one)<\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d7e89e18799&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d7e89e18799\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"673\" height=\"292\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/wp-content\/uploads\/2019\/11\/What-is-media-monitoring.png\" alt=\"print screen presenting how to choose and type keywords in media monitoring tool brand24\" class=\"wp-image-142419\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/What-is-media-monitoring.png 673w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/What-is-media-monitoring-300x130.png 300w\" sizes=\"auto, (max-width: 673px) 100vw, 673px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>After that, choose the language of mentions you want to collect.<\/p>\n\n\n\n<p>That\u2019s all! <br>Your project is ready.<br>Nice and easy.<\/p>\n\n\n\n<p>From that moment on, a media monitoring tool starts to collect all publicly available mentions containing your selected keywords. <\/p>\n\n\n\n<p>Now, let\u2019s find out how to use <a href=\"https:\/\/brand24.com\/blog\/what-is-media-monitoring-and-analysis\/\" target=\"_blank\" aria-label=\"media monitoring (opens in a new tab)\" rel=\"noreferrer noopener\" class=\"aioseop-link\">media monitoring<\/a> in customer service activities.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"second_point_header\">Find out Where People Are Talking About You<\/h2>\n\n\n\n<p>Brand24 does not only collect the mentions about your brand, but it also analyzes them and provides a bunch of data and stats related to them. <\/p>\n\n\n\n<p>One of them is a graph called \u201cMentions by category.\u201d<\/p>\n\n\n\n<p>This graph presents you where your mentions come from, and where the most significant online buzz is around your brand.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d7e89e18ae5&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d7e89e18ae5\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"276\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/wp-content\/uploads\/2019\/11\/Find-out-Where-People-Are-Talking-About-You-1140x276.png\" alt=\"print screen showing the graph called  &quot;mentions by category&quot; graph presents you where your mentions come from, and where the most significant online buzz is around your brand \" class=\"wp-image-142422\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Find-out-Where-People-Are-Talking-About-You-1140x276.png 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Find-out-Where-People-Are-Talking-About-You-300x73.png 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Find-out-Where-People-Are-Talking-About-You-750x181.png 750w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Find-out-Where-People-Are-Talking-About-You.png 1170w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Thanks to that, you know where exactly your customers may look for your support.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"third_point_header\">Use Sentiment Analysis<\/h2>\n\n\n\n<p>The sentiment is a relatively new metric in marketing analysis, but it became one of the essential context metrics on the spot. <\/p>\n\n\n\n<p>How does it work?<\/p>\n\n\n\n<p>Thanks to natural language processing (NLP), sentiment analysis examines the emotional charge of online text and determines if it\u2019s positive, negative, or neutral. <\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d7e89e18de9&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d7e89e18de9\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"862\" height=\"179\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/wp-content\/uploads\/2019\/11\/Use-Sentiment-Analysis.png\" alt=\"print screen presenting the example of positive mention in brand24 media monitoring tool\" class=\"wp-image-142428\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Use-Sentiment-Analysis.png 862w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Use-Sentiment-Analysis-300x62.png 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Use-Sentiment-Analysis-750x156.png 750w\" sizes=\"auto, (max-width: 862px) 100vw, 862px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Example of positive mention<\/figcaption><\/figure>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d7e89e19051&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d7e89e19051\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"859\" height=\"157\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/wp-content\/uploads\/2019\/11\/Use-Sentiment-Analysis-2.png\" alt=\"print screen presenting the example of negative mention in brand24 media monitoring tool\" class=\"wp-image-142431\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Use-Sentiment-Analysis-2.png 859w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Use-Sentiment-Analysis-2-300x55.png 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Use-Sentiment-Analysis-2-750x137.png 750w\" sizes=\"auto, (max-width: 859px) 100vw, 859px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Example of negative mention<\/figcaption><\/figure>\n\n\n\n<p>In the context of customer support, sentiment analysis helps us to quickly pick up negative mentions about our brand, such as complaints, negative reviews, etc.<\/p>\n\n\n\n<p>Thanks to the quick access to negative mentions and the ability to go to their source from the tool, you can quickly react to them, clear up misunderstandings and support your customers if there\u2019s something wrong with products or services you provide. <\/p>\n\n\n\n<p>Sentiment analysis will help you to understand what people think about your brand, what do they like about it and what are your weakest links.<\/p>\n\n\n\n<p>Having such data, you\u2019ll get a more holistic approach to your brand, which can help you to provide your customers with the best possible experience.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ffeeee\"><strong>Learn more:<\/strong> Read more about <a href=\"https:\/\/brand24.com\/blog\/the-benefits-of-sentiment-analysis\/\">the benefits of sentiment analysis in this post.<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"fourth_point_header\">Respond to Customer Requests<\/h2>\n\n\n\n<p>Media monitoring tools are also known as \u201c<a href=\"https:\/\/brand24.com\/blog\/social-listening-tools\/\" target=\"_blank\" rel=\"noopener\">social listening tools<\/a>.\u201d And now, I\u2019d like to focus on this \u201c<a href=\"https:\/\/brand24.com\/blog\/what-is-social-listening\/\" target=\"_blank\" rel=\"noopener\" title=\"social listening\">social listening<\/a>\u201d side. <\/p>\n\n\n\n<p>As a person responsible for marketing and social media in your company, you have to know that your customers expect you to listen to them as well. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>According to the research provided by the Institute of Customer Service, one in every three customers turns to social media to seek advice or communicate with a business.<\/p>\n<\/blockquote>\n\n\n\n<p>Media monitoring tools like Brand24 give you access to all the public mentions about your brand. To browse these mentions, go to the Mentions tab.<\/p>\n\n\n\n<p>Each mention includes pieces of information such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Source of the mention<\/li>\n\n\n\n<li>The sentiment of the mention (positive, negative or neutral)<\/li>\n\n\n\n<li>Name or nickname of the author<\/li>\n\n\n\n<li>Content of the mention<\/li>\n\n\n\n<li>Total number of likes, shares or, in the case of non-social media sources &#8211; reach of the website<\/li>\n<\/ul>\n\n\n\n<p>If you want to go to the source of the mention, click \u201cEngage\u201d right below the content of the mention.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d7e89e19479&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d7e89e19479\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"860\" height=\"178\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/wp-content\/uploads\/2019\/11\/Respond-to-Customer-Requests.png\" alt=\"print screen presenting how to engage with the customers by using brand24 media monitoring tool\" class=\"wp-image-142437\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Respond-to-Customer-Requests.png 860w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Respond-to-Customer-Requests-300x62.png 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2019\/11\/Respond-to-Customer-Requests-750x155.png 750w\" sizes=\"auto, (max-width: 860px) 100vw, 860px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>The tool will immediately redirect you to the source of the selected mention, and you\u2019ll be able to start a conversation with the author. <\/p>\n\n\n\n<p>Now, let me show you some tips on how to respond to customer inquiries to improve your customer service etiquette and provide world-class customer support. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"fourth_sub_point_1\">Appreciate customer\u2019s feedback<\/h3>\n\n\n\n<p>Do you remember what I told you at the beginning of this text?<\/p>\n\n\n\n<p>Your customers are the ones who pay your bills, so appreciate them even if they share unpleasant opinions about your business. <\/p>\n\n\n\n<p>Remember, if your customers leave unpleasant opinions about your product or service, <a href=\"https:\/\/brand24.com\/blog\/bad-reviews\/\">it doesn\u2019t mean that you\u2019ll lose them.<\/a> <\/p>\n\n\n\n<p>It\u2019s time to show your problem-solving skills. <\/p>\n\n\n\n<p>Maybe you didn\u2019t explain something enough, or your client received the wrong package?<\/p>\n\n\n\n<p>It\u2019s not the end of the world.<\/p>\n\n\n\n<p>Clear up the misunderstanding, apologize, and appreciate the feedback.<\/p>\n\n\n\n<p>The same goes for positive opinions. If somebody praises your products or services, appreciate it. <\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"500\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Thank you for recommending <a href=\"https:\/\/twitter.com\/hashtag\/TeamBrand24?src=hash&amp;ref_src=twsrc%5Etfw\">#TeamBrand24<\/a> tips! ?? <a href=\"https:\/\/t.co\/b622330xSm\">pic.twitter.com\/b622330xSm<\/a><\/p>&mdash; Kalina Kali\u0144ska (@KalinaKalinska) <a href=\"https:\/\/twitter.com\/KalinaKalinska\/status\/1191839138166792192?ref_src=twsrc%5Etfw\">November 5, 2019<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>A simple \u201cThank you\u201d is enough. <\/p>\n\n\n\n<p>To spot positive and negative mentions, use the sentiment analysis, which I described you above. <\/p>\n\n\n\n<p>Switch the sentiment analysis filter to positive or negative to display only negative or positive mentions.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d7e89e197e2&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d7e89e197e2\" class=\"wp-block-image aligncenter wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"291\" height=\"121\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/wp-content\/uploads\/2019\/11\/Appreciate-customers-feedback.png\" alt=\"\" class=\"wp-image-142446\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Sentiment analysis filter<\/figcaption><\/figure>\n\n\n\n<p>It allows you to react quickly and nip the potential crisis in the bud. <\/p>\n\n\n\n<p>If you\u2019re still not sure if this kind of appreciation is necessary, the research provided by <a href=\"https:\/\/www.groovehq.com\/customer-service-statistics\" rel=\"nofollow\">NewVoiceMedia<\/a> shows that 49% of consumers say that feeling unappreciated is their number one reason for switching to a different solution.<\/p>\n\n\n\n<p>Also, <a href=\"https:\/\/www.groovehq.com\/customer-service-statistics\" rel=\"nofollow\">Esteban Kolsky<\/a> states that 67% of consumers list bad customer experience as one of the primary reasons for churning.<\/p>\n\n\n\n<p>Food for thought. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"fourth_sub_point_2\">Use friendly and positive language<\/h3>\n\n\n\n<p>If you\u2019re not talking with the Queen of England, you don\u2019t have to follow the court etiquette.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>When you are talking with your customers, remember to make it a conversation, not correspondence. <\/p>\n<\/blockquote>\n\n\n\n<p>It may sound like a no &#8211; brainer, but believe me, it\u2019s one of the top customer service tips.<\/p>\n\n\n\n<p>When you use only a formal tone, and your message looks like a middle-aged nobleman wrote it, the customer may feel treated like a number or one of the dozens of petitioners in the IRS. <\/p>\n\n\n\n<p>You don\u2019t want that.<\/p>\n\n\n\n<p>Instead of the formal tones, be friendly, personable, and casual. It\u2019s a conversation between two people, so show your human side.<\/p>\n\n\n\n<p>Also, especially in the case of complaints, try to turn the conversation into a positive talk. Positive language is a great way to avoid accidental conflicts arising from misunderstandings in communication. <\/p>\n\n\n\n<p>What\u2019s more, according to research provided by <a href=\"https:\/\/www.groovehq.com\/customer-service-statistics\" rel=\"nofollow\">Microsoft<\/a>, 30% of consumers say not being able to reach a real human is the most frustrating part of a bad customer service experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"fourth_sub_point_3\">Focus on solving problems<\/h3>\n\n\n\n<p>That means if somebody asks you about something related to what your company provides, don\u2019t try to sell your products or services right away.<\/p>\n\n\n\n<p>Focus on the problem and try to solve it. <\/p>\n\n\n\n<p>Of course, if your products or services may occur helpful in solving it, mention it. <\/p>\n\n\n\n<p>But remember to do it gently, just like here:<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"500\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Hey oliver, late to the party but did you sort this? Have a look <a href=\"https:\/\/twitter.com\/brand24?ref_src=twsrc%5Etfw\">@brand24<\/a> if not. Happy to help<\/p>&mdash; Mick Griffin (@MickGriffin) <a href=\"https:\/\/twitter.com\/MickGriffin\/status\/1143831274290909184?ref_src=twsrc%5Etfw\">June 26, 2019<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>Focus on building relations and positive customer experience.<\/p>\n\n\n\n<p>Put yourself in your customer\u2019s shoes. Would you like to be bombarded with offers every time you ask a question?<\/p>\n\n\n\n<p>I guess not. <\/p>\n\n\n\n<p>By doing this, you\u2019ll show your customers that you care about them and you want to solve their problems, not only get paid.<\/p>\n\n\n\n<p>This approach strengthens customer loyalty to your brand, which also has a very positive impact on your brand reputation. <\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ffeeee\"><strong>Learn more:<\/strong> <a href=\"https:\/\/brand24.com\/blog\/what-is-brand-reputation-management\/ \">Read this post<\/a> to find out more about what is brand reputation management, and <a href=\"https:\/\/brand24.com\/blog\/benefits-of-brand-reputation-monitoring\/\">why is it so crucial for your brand.<\/a> <\/p>\n\n\n\n<p>What\u2019s more, according to <a href=\"https:\/\/www.groovehq.com\/customer-service-statistics\" rel=\"nofollow\">RightNow<\/a>, 55% of customers become a customer of a company because of their reputation for great customer service. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"fifth_point_header\">Conclusions<\/h2>\n\n\n\n<p>As researches show, customer service has a significant influence on your business.<\/p>\n\n\n\n<p>When well &#8211; organized, it increases the customers\u2019 positive experience of your brand, which leads to improved customer retention in your company and, in consequence, increases your income.<\/p>\n\n\n\n<p>Thanks to <a href=\"https:\/\/brand24.com\/blog\/customer-feedback-tools\/\" target=\"_blank\" rel=\"noopener\" title=\"The 12 Best Customer Feedback Tools to Try in 2023\">customer feedback tools<\/a>, your job becomes easier. With the help of sentiment analysis, you can quickly spot negative opinions about your business, which can occur extremely helpful in solving your customer\u2019s problems.<\/p>\n\n\n\n<p>Also, a fast reaction to negative feedback can nip the crisis in the bud and maintain a positive customer experience. <\/p>\n\n\n\n<p>What\u2019s more, thanks to <a href=\"https:\/\/brand24.com\/blog\/media-monitoring-tools\/\" target=\"_blank\" rel=\"noopener\" title=\"The 12 Best AI Media Monitoring Tools to Track Mentions in 2024\">media monitoring tools<\/a>, you can spot every public mention about your brand (not only from social media like, for example, Twitter), so the chance of missing out the mentions is significantly reduced.<\/p>\n\n\n\n<p class=\"has-text-align-center\">RELATED CONTENT<\/p>\n\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/brand24.com\/blog\/customer-service-best-practices\/\">Customer Service Best Practices<\/a><br><a href=\"https:\/\/brand24.com\/blog\/guide-to-social-media-analysis\/\" target=\"_blank\" rel=\"noreferrer noopener\">A  complete guide to social media analysis<\/a><\/p>\n\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/brand24.com\/blog\/brand-monitoring-tools\/\" target=\"_blank\" rel=\"noreferrer noopener\">Brand monitoring tips and tools [2020 update]<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>En fin de compte, ce sont vos clients qui paient vos factures. C'est pourquoi ils doivent \u00eatre la prunelle de vos yeux. D\u00e9couvrez comment les outils de surveillance des m\u00e9dias peuvent vous aider \u00e0 porter vos comp\u00e9tences en mati\u00e8re de service \u00e0 la client\u00e8le \u00e0 un niveau international !<\/p>","protected":false},"author":42,"featured_media":142416,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[4136],"tags":[190,648,233,119,58,1141,508,1139],"class_list":["post-142401","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-strategy","tag-customer-engagement","tag-customer-experience","tag-customer-feedback","tag-customer-satisfaction","tag-customer-service","tag-customer-service-and-social-media","tag-customer-service-best-practices","tag-customer-service-social-media"],"acf":[],"aioseo_notices":[],"cf_author_first_name":"Krzysztof","cf_author_last_name":"Wr\u00f3blewski","_links":{"self":[{"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/posts\/142401","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/users\/42"}],"replies":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/comments?post=142401"}],"version-history":[{"count":29,"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/posts\/142401\/revisions"}],"predecessor-version":[{"id":178590,"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/posts\/142401\/revisions\/178590"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/media\/142416"}],"wp:attachment":[{"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/media?parent=142401"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/categories?post=142401"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/brand24.com\/blog\/fr\/wp-json\/wp\/v2\/tags?post=142401"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}