The article in the ‘ Using social media for customer service ’ published in Business News Daily by Caramela explains how to use social media for customer service. The author claims that use of social media for responding to customer care needs leads to improved customer satisfaction. The author shares tips on how to leverage social media and use it as a customer service tool. He points out that when you create a relationship with a customer, use hashtags, be responsive and be available, and the customer base will grow, leading to more business clients. The author shares some of the social tools that can support the customer's needs.
Even though customer service through social media is one of the growing trends in the modern world, the author fails to share the loopholes that need sealing to ensure excellent customer service. He also doesn't give us convincing statistics on how customer service is impactful to the world population. For example, the author doesn't provide statistics on the percentage of people who engage with brands through social media. He also doesn't bring out the most popular platforms that encourage communication with the customer service providers.
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The author only focuses on the positives from social media and forgets to mention negatives like false information arising fake social media accounts. In my cooking industry, social media has had many challenges regarding fake accounts where there is a possibility of getting unreliable data from the social media platforms. It is also dangerous as malicious competitors are likely to use individuals behind the keyboard to bring down businesses.
References
Caramela, S. (2020, December 2). Using social media for customer service . Business News Daily. https://www.businessnewsdaily.com/5917-social-media-customer-service.html
