It can be used to identify opportunities for improvement.
This article states how brands could use social media crowdsourcing to add value to their business. Gathering feedback leads to a better understanding on how consumers feel about a company. This also informs brands of their interests, buying behaviour, content preferences and concerns.
Brands could create polls, ask questions and look at the comments and review sections of posts to identify issues to address. This provides businesses with a chance to hear about improvement opportunities directly from the end users.
The author points out that social media crowdsourcing and the customer feedback received through social customer service go hand in hand. And so, companies could optimise their social media customer service, the insights from which can improve existing protocol and help expand customer service efforts.
[5 minute read]