September 30, 2022

Social media marketing takes customer relationship to the next level

Customer service through digital channels as we know it will change dramatically in the not too distant future. To date, many businesses have used social media to provide customer service, respond to specific concerns, and solve problems.

Social media is used by billions of people around the world and has quickly become one of the defining technologies of our generation. It has become a powerful medium for people in these times. People are looking to connect globally by gradually utilizing the potential of the platform for different purposes such as marketing, branding or customer engagement. The addiction of people, especially in times of pandemic, has increased at a rapid rate as people usually go this route for e-commerce businesses, promotions and virtual hookups, etc. The different platforms increase awareness as well as curiosity among audiences of different age groups. Young audiences, especially in the 18-25 age bracket, are more active on social networking sites as they can interact with thousands of people.

It’s no surprise that marketers have embraced social media as a marketing medium, given the large potential audience that spends many hours a day across multiple platforms using social media. Academically, social media has also been embraced, with a large number of studies on social media marketing and related issues such as online word of mouth (WOM) and emerging online networks.

The future of social media, based on consumer behavior

Massive consumer use of social media sites is evolving, growing and connecting. It is constantly evolving. Social media as we know it today isn’t the same as it was a year ago, and it will most certainly be different a year from now. This is due to continuous innovations in social media, both on the technology side (eg large platforms adding new features and services) and on the user/consumer side (eg people discovering new uses social media). Changing consumer behavior is due to a variety of factors as social media receives tons of information, media-related content, and brands associated with sites leading to paid promotions and advertisements.

Omnisocial presence makes social media more powerful and inventive for consumers. Users of this space can reap the benefits as internet services are always available on phones and desktops have social media integrations built into them. The sites intersect with almost every aspect of human life like travel, work, music, etc. We are influenced by multiple aspects of our life like beauty ads on video sharing apps, travel ads on different ticket booking platforms, etc. in sites lead people to discover new ways because their whole life revolves around the same one.

The meeting approach has changed tremendously as virtual interactions have made information sharing fast. Instant problem solving aids creativity at all levels, making it convenient for different age groups. These sites offer a meaningful aspect to new relationships and facilitate each other by providing a good platform where people can share their own thoughts and generate new ideas to strengthen new relationships in their own way.

Social media marketing is revolutionizing consumer lifestyle

The increase in usage and activities on the platforms is due to the pandemic and people are now able to start new businesses on the platforms using the power of networking. As the saying goes, “Your network is your net worth”, it’s great for e-commerce businesses that are in the start-up stage and are now using its powers to unleash their own potential. Connectivity leads to business revenue generation at a higher rate as people’s activity increases in visiting sites and platforms, which could help increase business reach. The other benefits that are associated with internet amplification are that the content is displayed in the form of video, audio, popup ad, paid promotion content on different platforms available in different ways.

Trend forecasting

Customer service through digital channels as we know it will change dramatically in the not too distant future. To date, many businesses have used social media to provide customer service, respond to specific concerns, and solve problems. Customer service via social media is likely to become even more personalized, individualized and ubiquitous in the future. Customers will be able to interact with companies anytime and from anywhere, and solutions to their problems will be more accessible and immediate, even pre-emptive thanks to predictive analytics.

Even today, we see the benefits that businesses derive from using social media to communicate with customers for service or care purposes. Customer service is provided through dedicated smartphone apps and direct messaging on social media. Companies, on the other hand, seem to want to make it even easier for customers to contact them when and where they need to. It can be cumbersome to require a customer to download a brand-specific app or search through numerous social media platforms to connect with businesses through the appropriate brand account on one platform. -shape. Instead of contacting the company to report any issues, customers may turn around or participate in a bad WOM in these situations.


The majority of social media posts were text-based in the beginning. Soon after, these networks allowed users to post photographs and later videos, and independent platforms dedicated themselves to these types of media. These changes have had significant effects on social media usage and results, with some experts claiming that image-based posts express a stronger social presence than text-based posts. It’s important to note that a slew of new technologies hitting the market indicate that the future of social media will be more sensory.

Early signs also suggest that social media will feel different going forward. Companies and brands are looking for ways to interact with users through touch, as cellphones and wearable technology are held in the hands and attached to the skin. Indeed, haptic feedback) is increasingly used in user interfaces and applications for purposes other than call and message notifications.

(The given article is attributed to Rupal Sharma, co-founder, O’hi and was exclusively created for BW Disrupt)