Marketing is a form of communication used to present and advertise the benefits of a specific good or service. The two words that make up the term "social media" can be used to deduce its meaning. Media, in general, discusses to advertisements and the dissemination of information or ideas via books or channels. In this study we investigate the discrepancy between what consumers expect from social media and how well it performs. A quantitative descriptive research design underlies the study. Social media marketing results in a bigger marketing impact. Social media marketing is not only essential for contact centers, but it is also a significant phenomenon that affects the entire company.