3rd Party Remote Call Monitoring Feature

Social media has changed society on many fronts, and the business world is no exception. Almost every major business today has a social media presence in order to reach out to a growing base of social media users. For the most part, social media is used as a channel for promotions and advertisements because it is inexpensive and has a wide reach, especially among the next generation of customers.

Other than promotions, social media can also be used as a channel for customer service and interactions. This idea of using social media as a customer service tool is slowly catching on with companies because there are many advantages that come with it. Firstly, companies can contain a particular negative incident or take steps to resolve it. It has become common practice today for unhappy customers to take to Twitter or Facebook (News - Alert) to vent out their frustrations, according to Flavino Martins of Business2Community.

As a result, a small incident could have serious negative repercussions for the company. With a good social customer service, the troubled company can turn this situation to its advantage. It can reach out to the customer right away, make an apology and make amends to the situation. Such a response could make the affected customer feel better, and at the same time, it shows the world that its focus is on its customers.

Secondly, social media gives a personal touch to the company. In general, people prefer to talk to other people than corporations, and this is exactly what a company gets when it uses social media customer service.  Such a casual and informal communication channel helps to build relationship with customers and at the same time, helps to build a company's brand image.

Due to the above advantages, it is important for companies to have a social media customer service that will effectively reach out to next-generation customers.