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.