Victor Guzman

Social Media
3 May 2015
Hootsuite
Final Paper: Customer Service in Social Media
Technology has created a culture in our society in recent years that has allowed a
barrier to be broken. It has evolved into something that was once just a wish or a simple
idea. With that being said Social Media in recent years has created a whole new dynamic
of how interactions can be conducted. We are all in communication whether it is a phone,
computer, tablet, etc. Technology has allowed this to push in a direction that has reached
new limits in how we handle interpersonal communication.
Customer Service is a helping hand for customers of all kind. It is a helping hand
to an issue or problem that one might have. Its initial purpose is to solve a problem or
offer support in order to help find a solution. It use to be a customer going to a
department and speaking with a representative for example a cable issue, or a bill for the
gas and electricity but with the way that technology is moving and growing we are at an
age where customer service can be offered on social networks and that not to say that it
was the new thing when it came to automatic systems through the phone. In my research
I have found that customers that are using the Internet as a way of cyber shopping are
also looking for credible resources and support for guidance on what they are buying
whether it is material or other needs. With the improvement of technology this has
allowed companies to develop different marketing techniques allowing customers to
acknowledge their support in issue surrounding their concern (Kietzmann, Hermkens,
McCarthy, Silvestre, 2011). This has created a unique way of interacting with the

customer allowing the customer services reps to interact with customers easier so that the
customers issues can be solved.
While the development of customer service in social media has grown it hasnt
been the greatest sources of consumerism do to the fact that millions of people online are
looking for answers and very little reps have been trained in the social environment to
deal with the quantity of customers they are receiving. In an article I found it spoke
about the control that is needed for these reps to develop a connection with the customer.
This has been the biggest obstacle presented so far due to that fact that the ratio is
unbalanced. Trying to fit hundreds of customers to only a few reps (Mangold, Faulds,
2009). As time progresses the goal is to develop more customer service representatives
who will be engage in a social world that bares the question of a regular rep. Much of
this has to do with the speed on which the world is moving pertaining to technology.
More and more people are shopping online given all the stores who are offering deals and
its just how culture is today.
The New York Times suggests that customer service in the social world was
inevitable. It has been said that it would be the place to also look for times in need. This
has become true in recent years do to the fact that most of our information comes from
the Internet now. Before it was the newspapers, then the TV, but now we turn to twitter
when it comes to information we seek. Its just the directions things have turned too.
This has sparked much interest on investors who see a possible market with the Internet
and how to reach to the people.
In a world that is moving even faster than ever before online companies needed a
new way of marketing and Hootsuite is one of the companies who have developed a

system of improving their customer service opportunities for those with questions and
concerns. They wanted to base their system with three basic principles in order to allow
their company to stand out above all others and see the sort or marketing strategies they
have come up with. One of their principles was were everywhere, this was designed
to be able to give support at any cost and have answers to any problem that one of their
clients had. They can be reached for any sort of issue for any reason possible. The
second is were available, which refers to them being available at anytime 24/7 with
the people in each department to give a helping hand. The last principle was were
helping, which bares the question that any rep available at can solve anything that a
customer might have an issue with anytime.
In closing, social media has become a beckon in some sense; it has allowed for
people to ask others for insight and develop a world in which others can give reviews and
concerns regarding companies. Social media has become a tool to say the least in regards
to how much access is available for customers. The helping is largely growing and thus
allowing people the trust in a social culture.

References
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Jacobs, Deborah L. "Turning to Social Media in Times of Need." The New York Times.
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Kietzmann, Jan H., Kristopher Hermkens, Ian P. McCarthy, and Bruno S. Silvestre.
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