Reasons Why You Need to Use Social Media

When most marketers and business owners think about the advantages of social media for their business, they think about attracting new customers to the business. Smart business owners and marketers focus on relationship building, either through regular content marketing or by having conversations with customers who are already familiar with the brand. But social media has a much broader potential for business development and customer retention.

 When today’s customers try to get in touch with a customer service representative, they encounter various challenges:

• Finding a phone number to call 
• Submitting a contact form
• Sending an email
• Seeking out a service representative

 Using social media as a customer service portal can compensate for many of these disadvantages. This is the reason why many companies today are actively using this platform to address their customers’ needs.

BSNL, one of India's largest PSU telecom, is an organisation that has boarded this platform to service its huge customer base. Its success can be seen from the good number of positive tweets received from its customers

How can Social Media impact your company?

Social media has an organic feel to it, or an authenticity that other conventional channels do not have. It feels personal and unbiased, not corporate and controlled (even if it is). Companies should harness that power of the various social media channels and use it to develop better relationships with customers. Social media channels also provide more opportunities to make customers feel good.

Thus, a new customer service opportunity has emerged with the adoption of social media by customers enabling companies to effectively listen to and track conversations about their brands. Interestingly, these efforts aren’t necessarily confined to traditional contact center agents working in customer service departments.

BSNL, a state-owned telecom player, has been a quick learner when it comes to adopting social media. This can be seen from the good number of positive tweets by their customers.