scholarly journals Usage of Social Media Systems in Customer Service Strategies

2017 ◽  
Author(s):  
Alexander Rossmann ◽  
Tim Wilke ◽  
Gerald Stei
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Media Systems ◽  
Service Strategies

The Use of Social Media by the Botswana Government and Governance of Liquid Communication

Mousaion ◽  
2019 ◽  
Vol 37 (1) ◽  
Author(s):  
Tshepho Lydia Mosweu
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Community Involvement ◽  
Media Content ◽  
Service Access ◽  
Communication Tool ◽  
African Countries ◽  
The World ◽  
The Government ◽  
Use Of Social Media

Social media as a communication tool has enabled governments around the world to interact with citizens for customer service, access to information and to direct community involvement needs. The trends around the world show recognition by governments that social media content may constitute records and should be managed accordingly. The literature shows that governments and organisations in other countries, particularly in Europe, have social media policies and strategies to guide the management of social media content, but there is less evidence among African countries. Thus the purpose of this paper is to examine the extent of usage of social media by the Botswana government in order to determine the necessity for the governance of liquid communication. Liquid communication here refers to the type of communication that goes easily back and forth between participants involved through social media. The ARMA principle of availability requires that where there is information governance, an organisation shall maintain its information assets in a manner that ensures their timely, efficient and accurate retrieval. The study adopted a qualitative case study approach where data were collected through documentary reviews and interviews among purposively selected employees of the Botswana government. This study revealed that the Botswana government has been actively using social media platforms to interact with its citizens since 2011 for increased access, usage and awareness of services offered by the government. Nonetheless, the study revealed that the government had no official documentation on the use of social media, and policies and strategies that dealt with the governance of liquid communication. This study recommends the governance of liquid communication to ensure timely, efficient and accurate retrieval when needed for business purposes.

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

scholarly journals Perancangan Komunikasi Visual Desain Website “Muggle Division” Menggunakan Kaidah UI & UX

2020 ◽  
Vol 4 (1) ◽  
pp. 567-577
Author(s):  
Gilang Endra Prastowo ◽  
Dian Prajarini
Keyword(s):  
Social Media ◽  
Customer Service ◽  
User Experience ◽  
Payment System ◽  
Self Service ◽  
Clear Information

"Muggle Division" is engaged in convection production services,founded 5 years ago, so far using Instagram promotion media.However, when social media cannot provide clear and completeinformation, problems arise such as when consumers are about toorder and have to wait for customer service to respond for quite along time. Therefore we need media to answer these obstacles,namely the website, to provide more complete, clear information andorder input services without having to wait for customer serviceresponses. This study aims to design a "Muggle Division" websiteequipped with a self-service order feature. The user experiencedesign method used is the five planes user experience elementsmethod followed by writing HTML, CSS, and Javascript tags. Theresult of the design is a "Muggle Division" website with UI and UXrules. The use of UI methods includes color, layout, typography,whitespace, icons, and animation. The use of the UX method is in thestep by the step payment system and page login which provides theoption of page register for visitors who are not yet a member of the"Muggle Division".

scholarly journals Strategi Komunikasi Interaktif Ciewie Batik

2018 ◽  
Vol 7 (1) ◽  
pp. 108-120
Author(s):  
Marsudi Marsudi
Keyword(s):  
Social Media ◽  
Qualitative Methods ◽  
Customer Service ◽  
International Markets ◽  
Communication Strategy ◽  
Interactive Communication ◽  
Customer Complaints ◽  
Positive Image ◽  
Android Applications ◽  
Descriptive Qualitative

To improve a company's positive image and reputation, Ciewie Batik attempts to develop interactive communication to consumers, both online and offline. This study discusses the strategies and forms of interactive communication that Ciewie Batik uses to run its business in an effort to penetrate domestic, national, and international markets. Using descriptive qualitative methods, this study has found that in order to maximize customer service and promotion, and in an effort to foster value from innovation, Ciewie Batik's interactive communication strategy is to integrate social media and Android applications and actively recruit web-resellers. For example by intensifying customer complaints and inquiries in an express manner. Additionally, by cons–tantly updating Ciewie Batik's website, increasing Facebook Fanpage, and actively recruiting web-reseller.

scholarly journals Strategi Pelayanan Misi Dimasa Pandemi Coronavirus Desease 2019

2021 ◽  
Vol 7 (2) ◽  
pp. 419-440
Author(s):  
Adieli Waruwu ◽  
Samuel Purdaryanto
Keyword(s):  
Social Media ◽  
Human Life ◽  
Great Commission ◽  
Great Opportunity ◽  
Face To Face ◽  
Missionary Service ◽  
Mission Service ◽  
Internet Networks ◽  
Media Applications ◽  
Service Strategies

At the end of 2019, the whole world and Indonesia were shocked by the emergence of the new coronavirus disease 2019. It has been more than a year since this disaster struck. The number of victims around the world has reached more than one hundred million with the death toll of more than two million people. Various efforts have been made to prevent the spread of this virus, one of which is social restrictions so that it has an impact in various areas of human life. One of the impacts is the missionary service which usually carries out social and face-to-face interactions. By using qualitative research methods with a literature review approach, observation, and interviews and then describing, this study will provide answers and solutions for mission service strategies during the Covid19 pandemic. The results of this study found answers to mission services online or online. By utilizing internet networks and social media, the gospel can still be preached despite social restrictions. Facebook, YouTube, Instagram, and Tiktok are some social media applications that can be used for mission services during the Covid-19 pandemic, through these applications this news can be presented in the form of writing, audio, and video which are shared via social media. This strategy, with its strengths and weaknesses, provides a great opportunity to continue working on the Great Commission of the Lord Jesus during the Covid-19 pandemic.

scholarly journals JAX, THE ARCHITECTURE: Designing a Chatboat Architecture to Reduce Ajax Fancare’s Logistical Problem and Enhance Fan Experience

Nirmana ◽  
2021 ◽  
Vol 18 (2) ◽  
pp. 51-65
Author(s):  
Steven Limandjaja
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Research Design ◽  
Future Development ◽  
Research Question ◽  
Main Question ◽  
Digital Society ◽  
Live Chat ◽  
Logistical Problem

This paper is the documentation of a graduation internship at Digital Society School (DSS) in which they teamed up with Ajax Fancare to solve their logistical problem and enhance the fan experience. Ajax Fancare is facing a logistical problem in manually answering every fan’s question via calls, emails, social media, or live chat. They believe that chatbot is the solution to this problem. The goal of this project is to research, design, and prototype a chatbot that could tackle the logistical problem and enhance the fan experience. The deliverable is a chatbot prototype and architecture in which Ajax Fancare could build upon for their future customer service chatbot. The main question of the research is answered by the chatbot architecture: Jax the Architecture, a conversational tree of all the possible interactions between a user and the chatbot. The final chatbot architecture answers the research question by mapping together the main elements of the chatbot such as the information fans needed from Ajax Fancare and additional features that create a new and inclusive experience. The prototypes and final chatbot architecture are ready to be tested for further research and serve as a cornerstone for future development of the Ajax Fancare chatbot.

The Value of Social Media for Small Businesses

2013 ◽  
Vol 28 (1) ◽  
pp. 187-207 ◽  
Author(s):  
Ludwig Christian Schaupp ◽  
France Bélanger
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Small Businesses ◽  
Future Research ◽  
Mobile Environment ◽  
Resource Based View ◽  
Media Usage ◽  
Technology Competence ◽  
Employee Recruitment ◽  
Internal Operations

ABSTRACT Companies are implementing social media for marketing, advertising, employee recruitment, and overall communications with employees, clients, and partners. Small businesses are able to gain substantial value from social media but there are also many challenges. In this research, the Technology-Organization-Environment framework, the Resource-Based View theory, and interview data are combined to develop a model of social media usage and value for small businesses. Survey data from small businesses from a variety of industries and geographical locations are collected to validate the model. Results indicate that technology competence, pressure from clients, and characteristics of the mobile environment are significant antecedents of social media usage. The dimensions of social media value—perceived impact on internal operations, marketing, customer service, and sales—are also significant. Implications and avenues for future research are discussed.

Online Service Failure and Recovery Strategy

2016 ◽  
pp. 112-135 ◽  
Author(s):  
Yllka Azemi ◽  
Wilson Ozuem
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Service Failure ◽  
Empirical Studies ◽  
Online Marketing ◽  
Limited Attention ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Social Media Platforms

The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach, and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in the evolving social media. To date, empirical studies have focused on service failures and recovery strategies in online marketing environments, but pay limited attention to social media platforms. This paper aims to provide some insights on the need for a broader conceptualisation of service failure and recovery strategies, incorporating social media platforms for the development of effective marketing communications programme.

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