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How to use social media to deliver excellent customer service

Author

Listed:
  • Milcetich, Jessica

Abstract

Frequently, when brands consider their social media strategies, they focus on using social media platforms to run campaigns, share blog posts or amplify other important messages. Communicating via social media is largely seen as a function of a marketing or outreach team. Social media, however, also offer brands a powerful way to connect directly with their audiences to deliver excellent customer service. Indeed, there is value in providing customers with answers to their questions through the same platform that they themselves have used. This paper will explore how brands can marry both marketing and customer service functions on their social media channels.

Suggested Citation

  • Milcetich, Jessica, 2017. "How to use social media to deliver excellent customer service," Journal of Digital & Social Media Marketing, Henry Stewart Publications, vol. 5(2), pages 139-145, June.
    • Handle: RePEc:aza:jdsmm0:y:2017:v:5:i:2:p:139-145
    as

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    More about this item

    Keywords

    social media; marketing; customer service; digital marketing;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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