More and more organisations are using social media for its customer service as there are many potential customers for the organisations. It can increase efficiency and can reduce cost. Many people leave comments which spread word of mouth for the brands. The brands can then find out which part they haven't do well enough. There are 79% of companies using social networking sites. I personally using Twitter to contact with Qantas for my flight which was being delayed by volcano ashes and is quite up-to-date. When I called Qantas for info for my flight, it took around four hours for a Qantas' staff to respond to my enquiry, but it just took like 5 mins for Qantas respond to my Twitter post.
This report provides an insight for how companies use social media for CRM. (link)
Social media is an effective way for brands to communicate to customers and respond to their needs. What do you think?
Is the telephone becoming a dinosaur? SM provides these opportunities to be able to instantly communicate with the masses, which phones and service centres can't do. I'm not saying replace phones and service centres, but become smarter in how you use alternatives to engage with your consumers.
ReplyDeleteRoss
I dun think telephones are outdated because lol i like social media and everything but i still like the SMS reminders i get from Cathay Pacific just before i'm supposed to board i think it's a nicer and more personal feel than social media (facebook and twitter) but nonetheless have the same purpose :)
ReplyDeleteGreat blog Mary keep up the good work!