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    How to deliver effective customer service through social media

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    13104178-BBA.pdf (792.9Kb)
    Date
    2017-04-10
    Publisher
    BRAC University
    Author
    Hossain, Ifran
    Metadata
    Show full item record
    URI
    http://hdl.handle.net/10361/8659
    Abstract
    Strategeek Digital is an award winning digital marketing agency. I worked with the Social Media team for Robi Axiata Limited as a customer query management officer. This team is responsible for the overall digital and social media communication of Robi. While working there I learned so many things regarding customer service through social media. A curiosity always roaming around mind about “How to deliver effective customer service through social media”. Due to that I did a research on that. At the very beginning I have given an outline of the Telecommunication infrastructure in Bangladesh. Then I wrote a brief about Strategeek Digital as introduction of this report. I wrote about the background of Strategeek Digital and their history and also the types of Product/service offerings, Operational network organ gram. Then I gave literature review with small introduction of Customer service, Customer involvement with some of the factors which were Social service, Content marketing, Repurposed content, Article consolidation, Guest posts. Then, I have given the analysis part. In this part I have discussed about Bangladeshi perspective and other country perspective. Under Bangladeshi perspective I identified the factors for social media customer service which are providing relevant information, listen to your customers, be transparent. And after that I also showed other country perspective. Then, I have given the comparison part where I showed the factors we need to improve which are providing relevant info, listen to customers, community building. Last of all I have given the strong recommendation where I discussed the multiple ways of delivering effective customer service. Finally, the article ends with managerial implication and recommendations for relevant stakeholders.
    Keywords
    Social media; Customer service; Strategeek Digital; Digital marketing agency; Robi Axiata Limited; Content marketing
     
    Description
    This internship report is submitted in a partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2017.
     
    Cataloged from PDF version of internship report.
     
    Includes bibliographical references (page 33).
    Department
    BRAC Business School, BRAC University
    Collections
    • Internship Report, BBA (Brac Business School)

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