Research proves an increasing importance of social customer care

According to an article by Leon Paternoster, two thirds of consumers think social media is a better way to communicate with companies than call centres. 68% feel it gives them a greater customer "voice" and that organisations are using it as a way to win customer trust and brand advocacy.

So what is Social Media?

According to Andres Kaplan and Michael Hanlein, social media is defined as " a group of internet based applications that build on the ideological and technological foundations of web 2.0 and that allow the creation and exchange of user generated content.

Put simply, social media allows seamless communication between Individuals, organisations and the community through the Internet.

With popular sites such as facebook, LinkedIn and twitter, organizations can create a more interactive and cost effective customer care model for their customers over traditional media tools such as call centres and customer surveys sent through post.

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