Goentepreneur

Today,   social media sites such as Facebook and Twitter are not just mediums for marketing and advertising. They have evolved to play a critical role in managing customer service   for organizations . BSNL , a public sector telecom player, has quickly realized the importance of addressing customer issues through social media platforms. For BSNL ,   s ocial   m edia presents   a   unique opportunity to reach out to a new generation of customers who are tech savvy and who have very high expectations from brands. For BSNL ,  it presents an unique opportunity to reach out to a new generation of   tech-savvy customers with high   expectations from brands. Facebook and Twitter   have   been successfully utilized by BSNL to touch base with   its   customers and address their pain areas to generate positive word of mouth. BSNL has been right on the mark   in   boarding the   s ocial   m edia medium which is reflected through the good number of apprecia

These days it is impossible to avoid social media and its potential as a platform to provide customer services.  BSNL has created quite a buzz by using Twitter to address customer grievances. By using Twitter,  BSNL  has been able to respond faster to customer complaints thereby enabling it to quickly resolve their issues. This strategy definitely seems to be working for BSNL as reflected by the numerous positive tweets and appreciation by customers.