Journal Title : International Journal of Modern Trends in Engineering and Science
Paper Title : Creating a Dynamic and Responsive Social Media for Customer Interaction
Author’s Name : Harivarthini A.M, Anbumani.P
ISSN no: 2348-3121
Page no: 07-09
Abstract – To demystify the progress that forward-thinking utilities have made in using social media to more effectively engage with their customers.In our view, utilities that embrace social media will benefit from increased customer satisfaction. This system offers a holistic perspective on social media plan of action devolution, customer sentiment analysis, plan of action carrying out and observation, and integration with enterprise customer relationship management (CRM).This system also offers recommendations for engaging with customers in more relevant ways and meeting their ever-increasing demand for two-way communication.a proactive social media listening program and generate timely reports for their marketing departments so they can detect negative comments and have interaction with them before they influence overall market sentiment. To do this, utilities got to design a synchronized event-response center to teach customers on relevant facts and knowledge on their various initiatives. At the enterprise level, this may be achieved by integrating social media with CRM strategies. Thus, utilities would be wise from the get-go to make risk mitigation plans and utilize social tools and techniques to portray a replacement , transparent, innovative and customer-friendly brand image.
Keywords – Dynamic, forward-thinking utilities,snchronized