There is no doubt that one of the most commonly talked about subject by millions of people around the world today is their social networking sites such as Facebook and Twitter. Based on statistics 2010, in total 30 billion pieces of content are shared on Facebook each month and 25 billion tweets were sent on Twitter. These social networking sites have changed the way people interact with their families and friends; as well as businesses to customers.
Creating a social networking existence is paramount in this age of new technology as people want as much information as they can get and they want it now. Social media can be used to increase exposure, familiarity, brand awareness, increase the quality of customer service and strengthen customer relationships. Customer service agents can also interact with users online and talk to them about different aspects of the products and services.
Immediate feedback can be given on Facebook, Twitter and YouTube via comment boxes on the various pages offering the chance to communicate with your customers like never before could be the competitive advantage you are after. Even the BPO industry is embracing social networking, allowing its young workforce to step ahead and be a part of the worldwide social platform. In outbound call center, it is a great marketing tool for lead generation. Small business owners are able to build relationships, gain return customers, and receive referrals by marketing the skills as well as services they offer via social networking.
While there are the certain issues to deal with as a result of social network visibility such as open criticism and competitive transparency, it is a fact that social media already has a significant share in advertising, and should be treated as an integral part of marketing mix in every company.