Goentepreneur

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  Ins tagram 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 ...

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 discovere d 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 an d r ead 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...

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  ...