How to deliver effective customer service through social media

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.