Connecting With Customers: The Impact Of Social Media On Customer Experience In The Telecom Sector

Abstract

In the rapidly developing landscape of the telecommunications industry, customer experience has emerged as a critical differentiator in a highly competitive market. This paper explores the profound impact of social media on shaping customer experience and feedback within the telecom sector. By analyzing various social media platforms, we examine how telecom companies leverage these channels to engage with customers, address concerns, and foster loyalty. The study of 150 respondents from the Saurashtra region, selected cities mainly Rajkot, Bhavnagar and Junagadh city highlights key metrics for measuring social media effectiveness, including engagement rates, sentiment analysis, and response times, while also discussing the limitations of current analytics tools. Furthermore, we investigate the role of user-generated content and real-time feedback in enhancing customer satisfaction. Through a comprehensive review of existing literature and case studies, this research underscores the necessity for telecom companies to adopt innovative social media strategies to improve customer interactions and drive business success. Ultimately, the findings suggest that a proactive and responsive social media presence is essential for telecom companies aiming to enhance customer experience and maintain a competitive edge in the digital age.