Utilisation du service client social : le cas de Mobilis sur Twitter

الملخص EN

The phenomenon of social networks is exploding in Algeria and Internet users’ behavior is changing.

The objective of this paper is to understand the evolution of the concept of customer service in the era of social media with a case study about telecommunications operator.

In order to do that, we conducted face to face interview with the digital head of Mobilis, and we supported this interview by a content analysis of Mobilis published content on Twitter.

The results highlight the motivations for the establishment of this service as well as the positive practices to take into consideration and the negative practices to correct.