These days it is impossible to avoid social media. It can be a real boon to brands that know how exactly to harness its potential as a platform to provide customer services.
The upside of this new rise in social consumer is that creating brand ambassadors and loyal fans can can have a powerful positive impact on company's image.
BSNL has created quite a stir by using twitter to address customer grievances.
Time is absolutely of the essence when it comes to responding to complaints and other issues on social media. BSNL has a standard response time of less then 1 hour for complaints raised by its customers.
This quick response and faster resolution of complaints has garnered lot of positive support from its customer base as seen by the good number of positive comments.
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