Report on How Businesses Use Social Media to Improve Customer Service

This report examines how businesses are utilizing social media platforms to enhance customer service, focusing on Customer Relationship Management (CRM), customer care, and customer retention strategies. It highlights the increasing use of social media and its impact on business operations, particularly in addressing customer grievances and improving brand image. The report discusses how organizations are gathering feedback through social media to analyze drawbacks and meet customer expectations, ultimately aiming for business sustainability in a competitive global market. The study concludes that social media provides an effective means for businesses to connect with customers, improve services, and foster positive outcomes.

Running Head: INTRODUCTION TO PROFESSIONAL WRITING
INTRODUCTION TO PROFESSIONAL WRITING
(HOW BUSINESSES ARE USING SOCIAL MEDIA TO IMPROVE
CUSTOMER SERVICE)
REPORT WRITING
Name of the Student:
Student ID:
Author Note:

INTRODUCTION TO PROFESSIONAL WRITING 1
Executive Summary
With every passing day, people are engaging themselves in the sphere of social media. The
business organizations are using this platform for reaching their customers for promotion and
customer care service. The study throws light on the factors of Customer Relationship
Management, Customer Care and Customer Retention technique with quality service to the
customer. From the global context, one can clearly state that the competition is high and they are
trying to compete against one another for business sustainability. This study deals with the
factor on how the organizations are trying to use the social media for improving the customer
service. In most of the cases, due to poor customer service and poor communication with the
organizational representatives, the organizations are losing their potential customer base; as a
result, their business process is getting hampered. The communicative framework of social
media also helps the company to deliver better relationship with customers by addressing their
grievance emphatically.

INTRODUCTION TO PROFESSIONAL WRITING 2
Table of Contents
Introduction......................................................................................................................................3
Statement of the problem.................................................................................................................3
Statement of purpose.......................................................................................................................3
Scope of work..................................................................................................................................4
Discussion........................................................................................................................................4
Conclusion.......................................................................................................................................5
Reference List..................................................................................................................................7

INTRODUCTION TO PROFESSIONAL WRITING 3
Introduction
In this modern time, the technological development has emerged to ease the daily human
life. Among other technological development, internet has become an inseparable part of day-to-
day life. This study focuses on the usage of social media for enhancing customer service and the
process through which the organizations are enhancing business operations by market entry
moves strategically.
Statement of the problem
The study focuses on various issues related to the customer service problems of the
organizations. In the market there are a number of organizations which are providing similar
product. As a result, the competition in the market has increased. The dual products often
misguide and misleads the customers. In the competitive market customer retention is the prime
goal of the organization with effective customer service. Due to poor customer service and poor
communication with the organizational representatives, the organizations are losing potential
customer base. As a result, their business process is getting hampered (Polaczyk, 2018).
Statement of purpose
The main purpose of the study is to show how the usage of social media among the
consumers has improved customer service. Due to fast and rapid lifestyle people are failing to
give one another efficient time. But now it is through social media that people are closely
associated with one another. Thus, the organizations have chosen the platform to connect with
the customer base so that the customer complains can be met up in short span of time. In order to
reach the customers, social media is the best platform as around 2.6 billion of people are using
this platform to socialize (Jörger, 2018).

INTRODUCTION TO PROFESSIONAL WRITING 4
Figure 1: Increasing in Social Media Usage (2010-2021)
Source: (Jörger, 2018)
Scope of work
Customer service is a way to develop a relationship with the organization and the
customer base. In the business process, customers are the primary factor as the overall business
revolves around the demand of the customers. With implementation of the strategy of using
social media platform companies are now functioning in close contact with people belonging to
different geographical, psychological, behavioral and several other sectors. Further, it is
important to maintain customer service. It is not only important but also essential since it helps in
upgrading the technological development of the industry. The organizations can quickly meet up
complains of the customers without giving any trouble to the customers (Canada Business
Network, 2019).
Discussion
Customer Relationship Management helps the business entities to develop an insight
about the customer relationship and develop existing operation so that the customer relationship
can be enhanced by which the customer retention process of the organization can become
effective. It is often that a consumer or a group of consumers face issues after purchasing a
product or service from a company. People lodge their complaint and often end up receiving late
services. They end up losing interest in the brand loyalty and immediately switch to other brands.

INTRODUCTION TO PROFESSIONAL WRITING 5
So it is important for them to focus on the factor and gather more information and feedback from
the customer related to their service or product (Building customer loyalty, 2019).
Figure 2: Process of Customer Relationship Management
Source: (Neely, 2016)
With growing usage of social media, the organizations have strategies to meet the
customer complains so that the customer cannot face any type of issues after availing a product
or service from the side of the organization. In fact, the organizations are gathering feedback for
their customer services based on which they are being analyze their drawbacks what is stopping
them from meeting projected target related to profit. Social media is providing the customers for
accessing the page of the organization and they can easily write their opinion and suggest
probable changes what may improve the organization as well as the customer service (Smith,
2017). The communicative framework of social media also helps the company to deliver better
relationship with customers by addressing their grievance emphatically. This way the company
becomes successful to develop better brand image and solve customer problems effectively. And
social media in turn, plays an effective role in managing customer relationship.
Conclusion
From the above stated discussion, it can be concluded that the usage of social media is
rapidly growing and the organizations are using this platform to improve their services. In this

INTRODUCTION TO PROFESSIONAL WRITING 6
study, the problem statement, purpose of the statement and scope of the statement has been
discussed considering the usage of social media for business improvement of the organizations.
This study is basically a report based on the organizational work activity and how they are trying
hard to sustain in the market based on their developed strategies. The rapid usage of social media
platform has opened the organizations a way for reaching to the customers effectively and how
the process is circulating positive outcome.

INTRODUCTION TO PROFESSIONAL WRITING 7
Reference List
Borillo, J. (2016). CRM And Customer Experience: How CRM Helps In Providing Better
Customer Relationships. Retrieved January 5, 2019, from customerthink.com:
http://customerthink.com/crm-and-customer-experience-how-crm-helps-in-providing-
better-customer-relationships/
Building customer loyalty. (2019). Building customer loyalty. Retrieved January 5, 2019, from
www.marketingdonut.co.uk: https://www.marketingdonut.co.uk/customer-care/customer-
loyalty/building-customer-loyalty
Canada Business Network. (2019). Customer relationship management. Retrieved January 5,
2019, from www.infoentrepreneurs.org:
https://www.infoentrepreneurs.org/en/guides/customer-relationship-management/
Jörger, J. (2018). Leverage Social Media as an Effective Branding Tool. Retrieved January 5,
2019, from www.cleverbridge.com: https://www.cleverbridge.com/corporate/leverage-
social-media-as-an-effective-branding-tool/
Neely, A. (2016). The Evolution of CRM. Retrieved January 5, 2019, from www.dmnews.com:
https://www.dmnews.com/customer-experience/article/13035396/the-evolution-of-crm
Polaczyk, J. (2018). 5 Common Customer Service Problems and How to Resolve Them.
Retrieved January 5, 2019, from www.livechatinc.com:
https://www.livechatinc.com/blog/common-customer-service-problems/
Smith, K. (2017). The Importance of Social Media in Business. Retrieved January 5, 2019, from
www.lyfemarketing.com: https://www.lyfemarketing.com/blog/importance-social-media-
business/