Influence of social media on customer service in Safaricom Limited

Abstract

The aim of this study was to investigate and establish the influence of social media on customer service at Safaricom Limited, that is, the effects it has had on the company since it was launched as a tool for customer service and also the challenges of using social media as a customer service channel. The methodology used to collect data in this study was the case study design which entailed the Investigation of Safaricom social media contact center staff and management on the influence of social media to customer service and challenges experienced. Four members of staff were interviewed; these included one contact center manager and three online support members in the contact center. The results indicated that social media has enabled the company to work more efficiently and innovative and gain more customer satisfaction when it comes to customer service, there has been a great increase in customer satisfaction levels and also increased number of users of the social media channels. The report concludes that social media is one of the cheapest and reliable channel when it comes to customer service. According to the study it is recommended that Safaricom Limited strengthen their social media channels to its customers and look for control measures when dealing with its challenges.