Social Media

Social Media's Role in Improving Customer Service

Social media has played an enormous role in redefining and improving customer-focused services. Companies are effectively using it to hold marketplace conversations and build brand loyalty.

- By Joshua Ferdinand

It is easy for a customer to "walk away" from a company today because of technology. Social media has enabled companies to get closer to their customers, and consumers who feel alienated just click away until they find a company that they can bond with through superior customer service.

Quality customer service does not only refer to product ordering, fulfillment and follow-up. In the age of social media it also includes activities like responding to online comments, following up on suggestions, addressing complaints, writing informative posts and generally massaging customer business relationships across multiple digital platforms to ensure the company is customer-centered in every way. Social media also provides the detailed big data fo...

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