The more online contact points you have with your audience, the more people will interact with your brand. After all, digital channels, unlike traditional media (such as TV and radio), generate two-way communication. Remember that this is one of the advantages of digital presence, which you should take advantage of. The problem is that when a brand gains visibility on the Internet, there can be an overwhelming number of interactions.
The DMs, comments, and emails start to receive so many messages that the customer service team azerbaijan phone number data can’t handle it. In this way, the consumer’s experience is damaged. Particularly in the CSC, if complaints are not answered, they can turn into a crisis. So, it is necessary to scale and train the service team to meet the demands of these channels’ interactions. Poor image crisis management Digital channels, as two-way means of communication, give consumers a voice.
them better, and build a relationship. But it also has its downside: they can criticize the brand with great power of reach. When a brand is small and has only a few channels with a few users to respond to, it is easier to keep the situation under control. But as it expands its online presence, the brand becomes better known and more exposed.