Can Companies Actually Make It Big Through The Power Of Social Media?

Before the advent of the Internet, generally, a customer only had one way to communicate his problem with the company. Yes, it was calling an emergency contact number. Although the technique was used by companies on a large scale, a customer had to wait for his turn. The method was time-consuming, despite the convenience it provided to people. Therefore, it led to a one-to-one relationship where communication took place between a customer and the call center of an organization. While the customers who were satisfied with the services were happy, the ones who were not satisfied could not do anything, but crib in front of their friends!

The arena of customer service witnessed a roundabout change with the arrival of social media customer services. No doubt, these services have proved to be a game-changer in the truest sense. The use of phones and customer helpline numbers is passé for the modern, upmarket customer. A customer prefers to write about a company on its blog, Facebook or Twitter page. While a conventional call center handled the phone calls of customers, an outsourced contact center providing social media services to handle both social media issues as well as phone calls.

In general, social media incorporates a gamut of websites designed especially for the purpose of socialization. This is the reason names like Facebook and Twitter have become a forum where people can express their views. Undoubtedly, social media has emerged as an efficient tool for management of customer relationships because social media sites are used by a large number of people for sharing their opinion on a variety of services and products.

The companies providing contact center solutions are now diversifying into social media services as well. Not only do they offer social customer service care, but also allow customers to save time. In addition, these services add to the convenience of a customer by helping them avoid unwanted disconnections. All a customer needs to do is log on to the blog or website and post the question! However, the likelihood of the accuracy of the answer is often unpredictable. A social media call center provides a customer with the much needed accuracy. All this happens at the click of a mouse! Therefore, a customer can easily get the help of an experienced and qualified customer service representative. Not only do such representatives search for customer posts, but also give a quick response to avoid situations where things go beyond control! Such a response helps strengthen customer relationships and protects the image of your brand.

Last, but not the least, Social media marketing offers a platform for market research. Well, studying the responses of your customers and using it to your advantage is not a bad idea after all! You should definitely not post personal stuff or your silly product details. A customer who uses your products definitely knows what its features are. However, you need to find out the factors that influence the buying behavior of your customers. An insight of the customer’s mindset is definitely needed. You can use the information so collected for your marketing campaigns.

Alex Gray is a marketing professional who is now working in the social media marketing industry. Since he is working in this industry, he understands the importance of social media customer services. He often writes articles to spread awareness about the role and importance of social media in the changing times and a dynamic industry.