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Cómo identificar y luchar con un trol en redes sociales - Gestion.Org Saltar al contenido Las redes sociales se han convertido en una ventana abierta para permitir la conversación entre una empresa y sus clientes, de forma que funciona como un escaparate para transmitir conceptos clave a nuestro público objetivo.
Ya he hablado en otras ocasiones de lo importante que es crear una buena estrategia en redes sociales que ayude a identificar los objetivos generales y los específicos y diseñar una hoja de ruta que permita ejecutar el plan de la forma más eficaz posible. Sin ella no conoceremos las características de nuestro público y por tanto corremos el riesgo de no diseñar contenidos de interés o de pecar de emplear un tono demasiado publicitario. Recordemos que el objetivo de nuestra presencia en redes sociales no es vender tal y como lo conocemos, sino de crear una imagen de marca potente que nos permita ser la primera opción del público objetivo al que nos dirigimos.
Este plan de social media incluye no solo un análisis de nuestra presencia, nuestro público objetivo y nuestra competencia, sino también una serie de consejos a seguir para conseguir los las metas propuestas. Estas estrategias deben contemplar diferentes situaciones y proponer un modus operandi concreto. Hoy quiero hablar de cómo identificar a usuarios molestos y de crear una estrategia para poder combatirlos.
Está claro que las redes sociales sirven para que nuestros clientes nos sugieran o trasladen su opinión sobre aspectos concretos de nuestros productos o nuestra forma de trabajar. Sirven como un centro de atención al cliente dinámico, y debemos estar preparados para responder de forma correcta y solucionar los problemas de nuestros usuarios. Para ello, debemos estudiar cuál es el tono de nuestra empresa y establecer un mecanismo concreto de actuación. Normalmente se recomienda responder lo más rápido posible informando de que el servicio de atención al cliente se dirigirá al usuario de forma privada para resolver su demanda de forma más personalizada. Así podrás cortar la conversación en estas plataformas y evitar que se extienda el malestar y además el interesado recibirá información de su caso concreto. Según el carácter de tu empresa esta respuesta será de una forma u otra, aunque debe ser respetuosa y transmitir que todas las opiniones de tus clientes son importantes para el negocio.
Ten por seguro que los usuarios descontentos utilizarán las redes sociales para transmitirlo, pero también debes saber que hay un tipo de usuario que no tiene un problema concreto y que su objetivo es molestar y minar la reputación de la empresa: son los llamados trols.
Cómo identificarlos Si un usuario te traslada una crítica a través de estas plataformas debes analizar bien su mensaje para entender si es real o no. Si se trata de un caso concreto y puntual puedes responder de forma respetuosa y trasladar la demanda al servicio de atención al cliente. Si hay más de un usuario involucrado en la misma causa debes responder uno a uno y solucionar cada caso de forma aislada para poder dar la mejor solución posible. El último paso del proceso es aprender de los errores y aplicar estos nuevos conocimientos en la mejora de tu producto.
Normalmente estos clientes enfadados suelen responder muy bien a la gestión personalizada, de forma que darán por cerrado el conflicto si su resolución es correcta. Los trols, sin embargo, van mucho más allá. No estoy diciendo que sus críticas no estén basadas en un problema concreto, sino que éste puede no estar relacionado directamente con tus productos. Además, suelen insistir y no dan por zanjado el tema tan fácilmente. Este tipo de usuario es especialista en crear tácticas concretas con el objetivo de dañar lo máximo posible la reputación de la empresa, de forma que si no actuamos rápidamente podemos sufrir una importante crisis de reputación. Si ya has identificado a este tipo de seguidor, puedes intentar aplicar estos consejos a tu estrategia:
Cómo actuar Piensa en una estrategia. Si no la tienes, es la hora de hacerla. Además, te servirá para futuros casos y te servirá para que otros usuarios sepan que tienes un sistema de gestión de crisis concreto y que es efectivo. Para hacerlo de forma correcta, piensa en el contenido, el tono y el proceso de derivación de la consulta a otros departamentos. Habilita, si es necesario, una dirección de correo electrónico a la que puedan dirigir las consultas específicas y desde la que puedas responder.
Ejecútala. Procura ser lo más respetuoso posible y responde con la mayor brevedad. Debes dirigirte directamente al usuario proponiéndole que su caso se estudie de forma concreta. Para ello, puedes pedirle un mail de contacto o un teléfono diciéndole que lo facilite a través de un mensaje privado o directamente puedes darle una dirección de email creada específicamente para este fin. Cuando se haya resuelto el problema notifícalo también en redes sociales, siempre dentro del hilo de la consulta. Así otros usuarios podrán ver que tu empresa gestiona las incidencias de forma correcta y con rapidez. Si el usuario, a pesar de que el problema se de por solucionado, no cesa en su empeño, debes iniciar de nuevo el proceso. Es importante que nunca respondas en las redes sociales a no ser que sea estrictamente necesario y que para ello utilices un tono de respeto total. Cuando la situación llegue a un punto sin salida y no puedas llegar a una solución debes ignorar sus comentarios, tarde o temprano se cansará. Recuerda que posiblemente su objetivo es desprestigiar tu empresa y que no lograrás llegar a un acuerdo.
Aprende: Es una de las fases más importantes, ya que una incidencia de este tipo de ayudará a mejorar tu atención al cliente y a poder anticipar más actos como este.
Los trols en redes sociales son usuarios que procuran por todos los medios crear una crisis de reputación en una empresa. Lidiar con ellos y ofrecerles soluciones beneficiosas es una tarea bastante complicada y si no lo gestionas bien puedes tener serios problemas. Ten en cuenta que otros clientes leerán sus comentarios y opiniones y tu mensaje podría perder efectividad. Cuando el daño ya está hecho es muy complicado recuperarse de una crisis de marca. La principal solución para este problema es la prevención, por eso mi recomendación es que cuentes con una estrategia bien estudiada para aplicar en estos casos. De no tenerla, podrías actuar precipitadamente y cometer algún error que podrías pagar muy caro. Te invito sobre todo a que utilices el sentido común, que seas respetuoso e intentes solucionar de forma personalizada su incidencia en el menor tiempo posible para dar una imagen de transparencia y saber hacer. Si los clientes ven que te importan confiarán en ti y el daño puede minimizarse. Como siempre, esta clase de situaciones pueden ayudarnos a mejorar, y por eso cuando termines debes hacer un ejercicio de aprendizaje total para identificar los fallos de tu producto o servicio y tratar de implementar las mejoras necesarias. Esto te permitirá no volver a caer en esta situación y mejorar constantemente no solo la atención a tus clientes, sino también tus productos y servicios para que se adapten totalmente a tus demandas.
Un mal comentario puede hacerte perder muchas ventas, así que intenta tomarte este tema muy en serio y planificar qué harás y cómo lo harás cuando tu empresa sufra una crisis de reputación en redes sociales.