Social Media :A new channel for communication

The number of communication channels available to customers has continued to grow throughout recent years; we can call, chat, email, use the website, etc. But these channels still tipped the balance of power in favour of the organisation and not the customer. Today, social media is changing all of that, and as a result, customers are becoming more confident. Many companies have discovered that confident customers are not necessarily high maintenance; they can be very loyal when treated well. 

Companies are encouraging their customers to follow them on Twitter, become fans on Facebook and read their blogs; they are trying to be wherever their customers want them to be. Along with keeping customers up to date and engaged, especially from a customer service perspective, this also reassures them that their issues are being reported and resolved. 

BSNL, one of the leading telecom operators in India, is now engaging customers on Facebook & Twitter. This is a win-win situation as it builds loyalty for the company.

The number of positive comments from BSNL customers clearly reflects the success of its social media initiative.

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