Social Networks Boost Customer Service

Monday, April 18, 2011

Many businesses are using social media to boost their customer service these days.

Often times consumers give feedback about a company or its product on Facebook, Twitter or any other social network.

For example, if I bought the new iPad I would most likely tell all my friends on Facebook about it and hashtag it on Twitter. Whether the experience was a good one or bad one. Apple Inc. could then directly respond to me about my comment.

If Apple Inc. decided to engage in a conversation with me I would become more loyal to the brand and most likely speak highly of the company.

The same can also go with celebrities and their fans, but that's a different story.

Also, if the social network pages for Apple Inc. would change statuses and tweets to get consumer feedback the customer would feel that he/she had a say in the next product being designed.

For example, the first iPad didn't have a front or rear facing camera. This was a big complaint about the product. When the iPad 2 came out the designer made sure to include both cameras.

Many people think social networks are harmful to businesses because there isn't face to face interaction. In reality it can help a business drastically with customer service because the company can reach many more individuals and receive a greater amount of feedback.

Photo Credit: George Nantwi via Creative Commons


Morgan Fleener April 19, 2011 at 6:25 PM  

Companies that are using social networks is a great way for them to gain attention in media. People are more likely to find a business online because our society relys on technology so much these days.

Jeremy Dubois April 20, 2011 at 8:14 AM  

It is obvious that social media are part of society and therefore companies will use them to promote their ideas and products. They also use them to find future employees, so be careful on what you post on your Facebook account!

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