Social Media Customer Service Tools Essay Example | Topics and Well Written Essays - 3000 words

Social Media Customer Service Tools - Essay Example The most common type of stakeholder that command the attention of most businesses are the customers, who may have varied needs, preferences, and interests due to their diverse backgrounds. Until recently, a vast majority of the corporate world embraced formal communication channel to connect with their customers due to the ethical principles and values upheld then (Gibson, 2012).  More often than not, they engaged their esteemed customers over customer toll-free telephone lines, mails, and face-to-face communication that involved verbal conveyance of the message. As time advanced, many companies upgraded to keep abreast of the changing technology using emails to perform customer care services. Although the use of emails as a customer service tool proved to be efficient, the advancement of technology led to the emergence of the social media sites that command great subscription globally with the middle aged not left behind. The introduction of smartphones and other internet-enabled devices has attracted huge interest the recent past, some of whom belonged to the corporate world or are stakeholders in one way or another (Solomon, 2012). Due to the large number of people subscribed to various social media sites, the sharing and dissemination of corporate information has simplified. This has enabled most companies catch up with their customers in the social media pages where consumers can either get information regarding the products and services they use, or may air their grievances in a responsible manner in real time (Carolyn & Parasnis, 2011). According to Gibson (2012), Consumers normally have a myriad of issues that they want sorted by their service or product... This essay approves that with technological advancements in the internet, a number of social media sites have emerged, each competing for the same clientele. In the recent past, the high number of internet users has seen the tremendous growth and popularity of major social media sites like Facebook, Twitter, and, YouTube with most corporates gaining interest in the social media to host their customer service. Social media is arguably the largest marketing forum for any prospective company due to the high number of users. Over the years, the popularity of social media has increased to the extent that even the mainstream media have adopted some of the social media pages for their advertisements and customer services. This report makes a conclusion that with the new trends technological trends especially in information communication technology, customer care service has taken a new dimension commensurate with the current trends. Customer service, being a focal point of every public relations department in the corporate world, has evolved over the years to keep abreast of the technological advancements. Although the launching of most the social media networking sites was with the intention that such sites would enable friends and colleagues to keep one another informed and updated, the corporate world has since followed suit in engaging their customers. This approach to customer service has its benefits and problems in equal measure. Overall, the use of social media to deliver customer service is both beneficial to the company and the customers.