The rapidly evolving shift in how we communicate and connect with each other is redefining the way companies interact with customers. Social customer service is rapidly becoming a new critical channel driving satisfaction and loyalty.
Organisations are at different stages when it comes to using social care programmes to interact with customers. Some are at a listening stage via social media which is typically known as ' Voice of Customer' and gathers information to improve products and services.
Others are regularly engaging with customers to realise positive outcomes for the organisation.
BSNL is one such organisation which has adopted social media to effectively listen to customer grievances and provide quick solutions.
A peek at its twitter handle @BSNLCorporate gives a good picture of how BSNL is successfully using this platform for positive engagement with customers.
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