#latin3

Last Tuesday I went on my 3rd lecture on the Social Media Week Buenos Aires, this time given by Pablo Di Meglio, Social Media Coordinator at Latin3 and Vanessa Dibar, Social Media Analyst also from Latin3, . This really nice talk was on the new concept of Customer Support made on social platforms on a 24/7 basis.

We heard and talked about a few monitoring tools and seen a couple of nice examples. Considering the amount of material given and the universe we can hug on this very delicate matter, it was quite of a fast lecture, which went on for less than 2 hours.  I guess we were all a bit tired from a long day filled with so much information, so we all pretty much just listened to Pablo and Vanessa.

They started off giving us some very interesting growth numbers in Latin America; showing us that we already have 216 million users on social platforms, more than 100 million Facebook profiles and over 10 million Twitter accounts.

·         From January till June there were 25 million new Facebook profiles, showing a growth of 45%.

·         Brazil on the first month of Google+, kept the sixth place worldwide with 793,923 visitors from a total of 28 Million on just 33 days.

·         Another number that I really enjoyed seen it was the percentages of woman on the internet community of Brazil, which represents 58,7% of users time spent on social networks.

·         Also showed that 80% of the Internet community is active on a social network.

·         But there are numbers that I do not agree with when showed that Orkut from Google it’s on the third place. 40% of the Brazilian online community is connected through public connections on cafes.  Knowing the usually ComScore researches home and professional connections.

 Now, it is a fact that social networks changed the way we purchase, the way we complain, the way we thank, even how we socialize and keep track of our love ones.

      And Social CRM its showing that we can be better prepared for our consumers on a Twitter platform or Facebook.  Here in Argentina Bank of Galicia has implemented this year a team that is ready to answer any questions in less than 24 hours via Twitter. And they also let you know about upcoming promotions and interesting facts about how to manage your credit cards and bank account, always giving priority to your personal information safety.

With the revolution of Web 2.0 we generated the power to not only consume content but also to generate and even change the way news are televised.

In conclusion, I believe that besides monitoring and studying how consumers interact with their brands there is still a lot to understand on how to manage personal information and how to answer users on an open platform without causing problems for the brand neither for the consumer.

I’ll be posting more detailed information and case studies on how to apply Social CRM  on open platform and also will be giving some examples of free tool you may like to use.

Have a great day and keep up your PMA!

For more information on  Latin3 and Pablo Vanessa and Andrea I'll leave down here the link to all their Twitters and  Web page.

  Pablo Di Meglio

Social Media Coordinator at Latin3

Vanessa Dibar

Social Media Analyst at Latin3

Andrea Camacci