Social Media's Impact on Customer Service: A Report

This report examines the role of social media in customer service, focusing on how companies engage with customers, address concerns, and foster satisfaction. The report uses Dominos Pizza's Facebook presence as a case study, specifically analyzing their use of the Facebook Messenger bot to facilitate customer interactions and provide support. It highlights how Dominos utilizes social media to address customer complaints, such as issues with pizza quality or delivery, and showcases the importance of quick responses and solutions in enhancing brand image and customer retention. Furthermore, the report discusses strategies for improving customer service and communication through social media platforms, emphasizing the importance of adapting to the evolving landscape of digital interactions. The report provides valuable insights into leveraging social media for effective customer service and marketing strategies.

Running Head: CUSTOMER SERVICE
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CUSTOMER SERVICE
(Student Details: )
1/19/2020

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Connecting customers through social media
This discussion is based on identifying the role of social media for connecting
customers for effective business development. There are so many firms utilising social media
platforms for interacting with their present customers and for making future customers as
well. Thus, the company has chosen for assessing the impacts of social media on customer
engagement is Dominos while considering the Domino's Facebook Messenger bot (DFMB)
as a social media platform (Pitt, 2017).
While reviewing the chosen company’s page on the Facebook social media website, it
has been found that DFMB typically enables customers to place their pizza order by simply
typing 'pizza'. In other words, Dominos is effectively using Facebook for staying connected
with its loyal customers (Online Marketing Institute, 2020). Recently, Domino's Pizza has
been launched a facility on its Facebook website for further engaging customers and
thereby create a 'conversational transactional experience' worldwide (Online Marketing
Institute, 2020).
Based on the DFMB review, there is an example of the situation where Dominos used
the social media site for the purpose of addressing customer concerns regarding pizza quality
(Pitt, 2017). It has been found that Domino’s is highly focused on customer retention as well
as satisfaction. It is because Domino’s had addressed user’s general issues related to
insufficient topping and lack of pizza deliveries where people were free to ask solutions for
these problems on the Facebook platform of the company (Pitt, 2017). Thus, the social media
team of the company replied quickly as well as tried to satisfy all customers' reported
problems for further enhancing brand image.

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References
Online Marketing Institute. (2020). How Digital Marketing Crowned Domino’s the King of
Pizza. Retrieved from Medium: https://medium.com/online-marketing-institute/how-
digital-marketing-crowned-dominos-the-king-of-pizza-3d327d7350f8
Pitt, M. (2017). How Domino’s Pizza Employed Social Media Marketing To Gain Customers.
Retrieved from SEO Noble: https://seocompanylosangeles.us/how-dominos-pizza-
uses-social-media/