O uso das mídias sociais digitais como plataforma de atendimento ao consumidor: características do SAC 2.0

Abstract

The objective of this paper is to analyze and identify the use that companies have made digital social media. With the ease of access and the presence of several companies in these media consumers realized one more channel to seek solutions to their problems. The evolution of inbound marketing for a possible SAC 2.0 based on its use within the digital media will be addressed. For this we analyzed the collected screens the pages of companies namely; Oi, Tim, Natura and Boticário within the social media Facebook and Twitter. We used the full or complete observation model of the interactions between consumer and company. Companies need to pay attention to the fact that through these comments are generated a wealth of information that can handled properly guide future decisions. Thinking about it and the proximity created between them, companies are increasingly present in these media. However, it is observed that the main interest of the company is the realization of active marketing, but succinctly performs SAC 2.0 by the media