Management @en

The impact of Social Media for the customer service

Companies are faced with new technologies like Twitter or Facebook where customers are able to ask something or to give an advice or just want a feedback in realtime and in public. Companies which have a Twitter and/or Facebook account must use it actively and do not just count followers or likes. If a customer have a question using Social Media technologies the company needs to answer instead of doing nothing.

For the customer service for example Twitter and Facebook means, that the customer is waiting for a quick and of course high quality response. That means that the company needs to establish or add Social Media teams into its complaint management and the whole customer service.

There is also a need for integrating the companies Facebook wall and the Twitter mentions into the customer service systems, too. But not just systems are important. Also the whole company needs to understand the meaning of Social Media for the customer service. Companies which have a bad customer service do not fix any problem by using Social Media. Social Media means to interact with each other and the customer incl. Q&A sessions.

Image sources:, bayintegratedmarketing

By Rene Buest

Rene Buest is Gartner Analyst covering Infrastructure Services & Digital Operations. Prior to that he was Director of Technology Research at Arago, Senior Analyst and Cloud Practice Lead at Crisp Research, Principal Analyst at New Age Disruption and member of the worldwide Gigaom Research Analyst Network. Rene is considered as top cloud computing analyst in Germany and one of the worldwide top analysts in this area. In addition, he is one of the world’s top cloud computing influencers and belongs to the top 100 cloud computing experts on Twitter and Google+. Since the mid-90s he is focused on the strategic use of information technology in businesses and the IT impact on our society as well as disruptive technologies.

Rene Buest is the author of numerous professional technology articles. He regularly writes for well-known IT publications like Computerwoche, CIO Magazin, LANline as well as and is cited in German and international media – including New York Times, Forbes Magazin, Handelsblatt, Frankfurter Allgemeine Zeitung, Wirtschaftswoche, Computerwoche, CIO, Manager Magazin and Harvard Business Manager. Furthermore Rene Buest is speaker and participant of experts rounds. He is founder of and writes about cloud computing, IT infrastructure, technologies, management and strategies. He holds a diploma in computer engineering from the Hochschule Bremen (Dipl.-Informatiker (FH)) as well as a M.Sc. in IT-Management and Information Systems from the FHDW Paderborn.

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