Investment in a social media strategy Essay Example | Topics and Well Written Essays - 2500 words

Investment in a social media strategy - Essay Example As a result of social media there have been pervasive changes in the way individuals, communities, and organizations. Lately, there have been improvements in the ways in which business organizations make use of social media to get in touch with the public. This is because of developments such as globalization which makes it very hard for business organization to use face-to-face communication for customer service. This paper aims at discussing how a business organization can use social media for customer service. Customer service is a very important aspect of business management. The customer service is in most cases referred to as the process of identifying and fulfilling the needs of their customers. The customer service is considered to be very important because in most cases it is always the only way through which customers can contact a business organization. Given the fact that business organizations have been satisfying the needs of their clients as one of the primary goals, customer service is one of the most reliable ways of determining if they are fulfilling this part of their goal. Customer service can also enable a business to know in which ways they should improve in order to completely satisfy the needs of their customers. Customer service is also a channel through which customers can make inquiries on goods and services produced by a certain business organization (Shaw, Dibeehi & Walden 2010, p. 111). There are various factors that promote the use of social media for customer service. One of such factors is the manner in which the use of social media enables business organizations to deliver better customer service. Researches have proved that twitter is in most cases the first option for customers who want to make pre-purchase inquiries. This proves that many people can be attended to through social media customer service. This is enhanced by the fact that a very big percentage people in the