Social Customer Service (SCS) is the delivery of customer service using social media (SM) or some interactive session hosted through a website, applet or some other interface. The goal of SCS is to provide additional channels or means by which a company can be reached to get information, seek assistance or have issues resolved. Is this necessary though, or does it improve standing with the customers? This may vary as it is dependent on how responsive your customer service agents or the persons monitoring the SCS platforms are when there are tickets, comments, queries or requests coming in on them. If a company has a culture of not answering the phones or responding to emails, chances are a SCS strategy is just another channel offered which the company will use to further frustrate their customers. It also depends on the type of products/services on offer as well. If a company has an e-commerce enabled site, then having a chat option available for the customer to get r
Social media (SM) has claimed its rightful place and has become a huge part of most marketing strategies around the world. There are many reasons why this has been happening and they all have to do with the fact that SM provides a high level of interactivity, is always changing and is the most exciting thing happening right now. I will discuss some of the influences currently being observed through the use of SM in modern-day marketing campaigns. SM has created a new niche that people are filling called influencers. There are people that have become very popular on these platforms as a result of their views, opinions or from just posting content that people like to see. Due to this, they have a large number of people that follow them or subscribe to their channel. This following is what marketers are interested in and this is why branded content is pushed on the influencer’s platforms or endorsements sought to influence their followers as they are almost guaranteed to see