Social Media: The future of customer service

There is very little doubt that social media is the future of customer service. Facebook, WhatsApp, Instagram and Twitter have 1.5 billion, 1 billion, 400 million and 300 million users respectively. Facebook, being the most popular social network, has 70% active users who log on to it on a daily basis, of which 43% do so several times a day. Likewise, 59% of Instagram users and 38% of Twitter users log on daily. According to Facebook founder Mark Zuckerberg, the average Facebook user spends about 40 minutes per day on Facebook. 

Social media is certainly the future of customer service because a lot of customers spend most of their time on social media networks. Millions of people voice their issues, complaints, complements and inquiries on social media. This has forced companies to not only listen but also respond.

It is estimated that 90% of businesses will use social media for customer service by 2020. Some of the smart organisations are already doing it, and BSNL, a large telecom service provider, is one of them.


BSNL has started using Twitter and Facebook for customer grievance  redressal since 2016 and its success can be measured from the  positive comments received from customers.

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