Monitoring & Evaluating Customer Care - Social Media

Question 1

How do organisations deal with the use of Social Media?

Answer 1

• Many organisations have a dedicated social media team to deal with customer enquiries, comments and complaints and to provide a quick response.

Question 2

What is 2 advantages of Social Media?

Answer 2

• Customers are more open and honest when using social media and this can give the business a greater insight into the customer experience.
• Information about products can be updated quickly - keeping customers informed and giving a good channel of communicaton.

Question 3

What are 2 disadvantage of Social Media?

Answer 3

• If the messages are not dealt with appropriately this could provide a backlash against the
  organisation and attract a lot of negativity online, with others posting replies.
• With social media, due to its accessibility, customers expect an instant response, which can be
  difficult to meet unless you employ staff 24-7.