{"id":11551,"date":"2018-03-28T13:48:51","date_gmt":"2018-03-28T11:48:51","guid":{"rendered":"https:\/\/www.websupport.sk\/blog\/?p=11551"},"modified":"2025-03-11T21:07:16","modified_gmt":"2025-03-11T20:07:16","slug":"ako-sa-starat-o-zakaznikov-na-facebooku","status":"publish","type":"post","link":"https:\/\/www.websupport.sk\/blog\/2018\/03\/ako-sa-starat-o-zakaznikov-na-facebooku\/","title":{"rendered":"Ako sa stara\u0165 o z\u00e1kazn\u00edkov Facebooku?"},"content":{"rendered":"Doba \u010d\u00edtania:<\/b><\/span> 4<\/span> min.<\/span><\/span>

Patr\u00edme medzi firmy, ktor\u00e9 ako prv\u00e9 za\u010dali p\u00f4sobi\u0165 na soci\u00e1lnych sie\u0165ach<\/a> (nielen na FB). Prirodzene, za\u010d\u00ednali sme najm\u00e4 kv\u00f4li budovaniu zna\u010dky, promovaniu vlastn\u00fdch produktov a aktiv\u00edt, \u010di sledovaniu t\u00fdch, ktor\u00ed to robia najlep\u0161ie. Netrvalo dlho a postupne za\u010dali okrem be\u017en\u00fdch interakci\u00ed prib\u00fada\u0165 aj po\u017eiadavky oh\u013eadom nastavenia slu\u017eieb a rie\u0161enia technick\u00fdch probl\u00e9mov. A za\u010dalo ich prich\u00e1dza\u0165 to\u013eko, \u017ee sa to stalo dlhodobo neudr\u017eate\u013en\u00e9.<\/p>\n

Podporu m\u00e1me v DNA<\/h2>\n

St\u00e1le db\u00e1me na kvalitu podpory a nos\u00edme ju st\u00e1le hrdo v n\u00e1zve. Z tohto d\u00f4vodu sme prist\u00fapili pred p\u00e1r mesiacmi k experimentu a rozdelili sme mana\u017ement soci\u00e1lnych siet\u00ed na dva t\u00edmy. Ten prv\u00fd, marketingov\u00fd, sa na\u010falej star\u00e1 o budovanie zna\u010dky a komunik\u00e1ciu s fan\u00fa\u0161ikmi. Ten druh\u00fd sme za\u010dali naz\u00fdva\u0165 Social Media Care<\/strong> a jeho prim\u00e1rnou \u00falohou je starostlivos\u0165 o existuj\u00facich z\u00e1kazn\u00edkov.<\/p>\n

Monitoring<\/h2>\n

Ka\u017ed\u00e1 firma chce vedie\u0165, \u010do o nej hovoria \u013eudia a z\u00e1kazn\u00edci. Preto u\u017e \u0161tvrt\u00fd rok pou\u017e\u00edvame Mention<\/a>, n\u00e1stroj, ktor\u00fd zachyt\u00ed v re\u00e1lnom \u010dase miesta, kde sa o v\u00e1s hovor\u00ed. Sta\u010d\u00ed definova\u0165 k\u013e\u00fa\u010dov\u00e9 slov\u00e1 ako n\u00e1zov firmy a v\u0161etk\u00fdch produktov, alebo pokojne aj konkurenciu, \u010di trendy. Mention dok\u00e1\u017ee h\u013eada\u0165 zmienky o v\u00e1s na verejne dostupn\u00fdch weboch, f\u00f3rach, v koment\u00e1roch a na soci\u00e1lnych sie\u0165ach. Generuje preh\u013eadn\u00e9 reporty o zmienkach, tagoch, influenceroch, t\u00e9mach, n\u00e1ladach, \u010di zdrojoch. A naviac, m\u00f4\u017eete si ho pohodlne prepoji\u0165 s ob\u013euben\u00fdm Slack<\/a>-om, \u010di in\u00fdmi komunika\u010dn\u00fdmi platformami.<\/p>\n

\u0160tatistiky<\/h2>\n

My si napr\u00edklad kategorizujeme \u201cmentions\u201d pod\u013ea tagov. \u013dahko sa tak vieme zorientova\u0165, ak\u00e9 tipy probl\u00e9mov sa rie\u0161ili v danom mesiaci.<\/p>\n

\"\"<\/a><\/p>\n

Rovnako tak dok\u00e1\u017eeme mera\u0165 dni a hodiny, kedy m\u00f4\u017eeme o\u010dak\u00e1va\u0165 vy\u0161\u0161\u00ed dopyt po rie\u0161eniach probl\u00e9mov.<\/p>\n

\"\"<\/a><\/p>\n

V dlhodobom \u010dasovom horizonte je pre n\u00e1s d\u00f4le\u017eit\u00e1 aj inform\u00e1cia, odkia\u013e poch\u00e1dza najv\u00e4\u010d\u0161ie mno\u017estvo \u201cmentions\u201d.<\/p>\n

\"\"<\/a><\/p>\n

Ako sa meria n\u00e1lada na soci\u00e1lnych sie\u0165ach<\/h2>\n

Ka\u017ed\u00fa zmienku poctivo ozna\u010dujeme (okrem tagov) jednou z troch n\u00e1lad – POZIT\u00cdVNA, NEUTR\u00c1LNA, NEGAT\u00cdVNA<\/strong>. K \u010domu to je dobr\u00e9? Pom\u00e1ha n\u00e1m to sp\u00e4tne analyzova\u0165 jednotliv\u00e9 obdobia na soci\u00e1lnych sie\u0165ach a z\u00e1rove\u0148 prisp\u00f4sobova\u0165 obsah k aktu\u00e1lnej situ\u00e1cii.<\/p>\n

\"\"<\/a><\/p>\n

Na obr\u00e1zku vy\u0161\u0161ie reflektuj\u00fa modr\u00e9 st\u013apce po\u010dty zmienok, zelen\u00e1 linka vyzna\u010duje pozit\u00edvne reakcie, \u010derven\u00e1 tie negat\u00edvne.<\/p>\n

\"\"<\/a><\/p>\n

Samozrejme, okrem Mention existuj\u00fa aj in\u00e9 programy pre u\u013eah\u010denie monitoringu a spr\u00e1vu obsahu na soci\u00e1lnych sie\u0165ach i mimo nich. Spome\u0148me niektor\u00e9 z nich: Notify, Waaffle, Agorapulse, Mediatoolkit, Hootsuite, Google Alerts, a in\u00e9. https:\/\/www.brandwatch.com\/blog\/top-10-free-social-media-monitoring-tools\/<\/a><\/em><\/p>\n

Social Media Care vo svete<\/h2>\n

Starostlivos\u0165 o z\u00e1kazn\u00edkov na soci\u00e1lnych sie\u0165ach maj\u00fa aj svetov\u00e9 zna\u010dky. Napr\u00edklad Dell d\u00e1va mo\u017enos\u0165 svojim zamestnancom \u0161koli\u0165 sa v poskytovan\u00ed \u201csocial media care\u201d a poskytova\u0165 tak maxim\u00e1lne profesion\u00e1lnu podporu. O tom, ako m\u00e1 Dell prepracovan\u00fd social media t\u00edm, sved\u010d\u00ed viac ako 10 000 vy\u0161kolen\u00fdch kolegov, \u010di monitoring zmienok v 11 jazykoch 24\/7.<\/p>\n

Bud\u00facnos\u0165<\/h2>\n

Pr\u00e1ve v oblasti Social Media Care<\/strong> sa \u010doraz \u010dastej\u0161ie spom\u00edna, \u017ee bud\u00facnos\u0165 patr\u00ed chatbotom a AI. Nemysl\u00edme si v\u0161ak, \u017ee to bude v\u0161etko len o n\u00e1strojoch. Rovnako d\u00f4le\u017eit\u00fdm aspektom bude v\u017edy schopnos\u0165 vn\u00edmania a empatie. Ak budete va\u0161ich z\u00e1kazn\u00edkov reflektova\u0165, m\u00f4\u017eu v\u00e1m poskytn\u00fa\u0165 cenn\u00fd poh\u013ead na v\u00e1\u0161 biznis.<\/p>\n","protected":false},"excerpt":{"rendered":"

Patr\u00edme medzi firmy, ktor\u00e9 ako prv\u00e9 za\u010dali p\u00f4sobi\u0165 na soci\u00e1lnych sie\u0165ach (nielen na FB). Prirodzene, za\u010d\u00ednali sme najm\u00e4 kv\u00f4li budovaniu zna\u010dky, promovaniu vlastn\u00fdch produktov a aktiv\u00edt, \u010di sledovaniu t\u00fdch, ktor\u00ed to robia najlep\u0161ie. Netrvalo dlho a postupne za\u010dali okrem be\u017en\u00fdch interakci\u00ed prib\u00fada\u0165 aj po\u017eiadavky oh\u013eadom nastavenia slu\u017eieb a rie\u0161enia technick\u00fdch probl\u00e9mov. A za\u010dalo ich prich\u00e1dza\u0165 […]<\/p>\n","protected":false},"author":141,"featured_media":11563,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-11551","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ostatne"],"yoast_head":"\nAko sa stara\u0165 o z\u00e1kazn\u00edkov Facebooku? - Websupport blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.websupport.sk\/blog\/2018\/03\/ako-sa-starat-o-zakaznikov-na-facebooku\/\" \/>\n<meta property=\"og:locale\" content=\"sk_SK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ako sa stara\u0165 o z\u00e1kazn\u00edkov Facebooku? - Websupport blog\" \/>\n<meta property=\"og:description\" content=\"Patr\u00edme medzi firmy, ktor\u00e9 ako prv\u00e9 za\u010dali p\u00f4sobi\u0165 na soci\u00e1lnych sie\u0165ach (nielen na FB). 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