Question

Answer the two questions below:

- Define what Social Customer Care is.

- Outline why brands are embracing Social Customer Care Strategies.

Answer 1

Social Customer Care is when companies provide customer support on social media channels. It involves answering customer queries, addressing customer grievances and providing customer information.

Brands are embracing Social Customer strategies due to below reasons:

• Increasing use of digital and social medium from customers to reach out to company.
• It helps improve branding of organization.
• It helps expedite customer issue resolution and provide real time customer engagement.
• It helps improve customer loyalty and customer satisfaction.