International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Closing the Loop: A Framework for Automated Social Media Customer Service

Author(s) Ravi Sankar Thinnati Palanicha
Country United States
Abstract The rise of social media as a primary communication channel has revolutionized customer service, compelling businesses to adapt. This paper presents a comprehensive framework designed to enhance customer service efficiency and satisfaction through an automated social media communication tool integrated with Customer Relationship Management (CRM) systems. The framework addresses inefficiencies caused by disjointed communication processes, emphasizing two-way interactions via social media platforms. Utilizing natural language processing (NLP) and chatbot functionality, the proposed solution automates inquiry categorization and prioritization while maintaining seamless escalation protocols for complex issues. Furthermore, this tool ensures feedback loops by sending status updates and resolutions through the same social media channels. The study details the methodology for developing the integration tool, modifying existing CRM systems, and establishing data-driven workflows essential for effective incident management. Anticipated outcomes include improved response times, enhanced customer satisfaction, and a robust internal framework for managing social media interactions efficiently. By adopting this integrated approach, organizations can close the communication loop with customers, fostering trust and loyalty while leveraging social media for effective customer service.
Field Engineering
Published In Volume 4, Issue 2, March-April 2022
Published On 2022-04-06
DOI https://doi.org/10.36948/ijfmr.2022.v04i02.39052
Short DOI https://doi.org/g88g9n
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E-ISSN 2582-2160
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