Consumers these days are using social media for communications. Mention of brand names is done in huge numbers among which 76 percent mentions were neutral, 17.6 percent were positive and 5.8 percent were negative. . Majority of the neutral mentions comprises of queries about the company’s process and products.
Apart from increasing engagement, building brand awareness and marketing this study has been found to play a major role in customer service. The names of companies are mentioned on social media more on weekdays than on weekends. Moreover most posts are mentioned in English followed by French and Spanish. Thus social media is a tool for global communication and social mentions increases exposure. Read more at:http://www.mobilemarketingwatch.com/social-media-equals-modern-day-customer-service-43281/