Question

Answer the question below:

- In your own words, define what Social Customer Care is and explain why more companies are embracing Social Customer Care Strategies.

Answer 1

Social customer care: Social customer care is the presence of companies as a customer care helpline on social media platforms like Facebook and Twitter. They have specifically designed company pages through which customer post their complaint in the comment section which is resolved as fast as possible.

Since social media is gaining the rage in the market massively mostly all the customers are present on such sites. Any times a complaint is launched it is answered within minutes and a team starts working on the resolution to protect the image of the company from tarnishing.

More and more companies are engaging in social customer care strategies because of the following reasons:

1 Protect the image from tarnishing since any ill report gets spread on social media as memes within seconds.

2 Large customer presences over social media.

3 To gain more customer by showing the high level of customer responsiveness companies has towards customers.

4 To make the process user-friendly for customers.

5 Since most of the competitors are using this platform as a technique so it is a follower strategy for many companies.

Hence Social customer care is a necessity for a company in today’s era.