Indians using more of social media for customer service


NewsGram Staff Writer

New Delhi: A report of the American Express Customer Service Barometer revealed that Indians are far ahead of their Asian counterparts in the use of social media to get customer service response from companies.

“71 per cent Indians have used social media at least once in the past one year for customer service, more than twice that of Japan (29 per cent) and ahead of Hong Kong (50 per cent),” the survey report said.

The survey, conducted online among a sample of Indian consumers aged 18 years and above, also indicated that an overwhelming majority of 89 per cent said that they were willing to spend more with a company that provided good customer service.

On average, they are willing to spend as much as 22 per cent more with a company that gives superior consumer service.

Over 78 per cent said they spent more with a company because of a history of positive customer service experiences.

The level of customer service was the third most important factor to choose a company. 25 per cent said it was the most important reason.

Indians use various communication channels to talk about customer service experiences-face-to-face (53 per cent, all the time), social networking sites (83 per cent always or sometimes) and online chat or instant messaging (80 per cent always or sometimes).

Another reason for the popularity of social media is the speed with which a company resolves issues posted on such platforms, the survey said.

For simple issues, Indian consumers preferred going online (17 per cent), via a company website or email.

For more complex inquiries, such as returning a product or getting assistance, consumers (22 per cent) preferred speaking with a person on the phone.

The top five reasons for which Indian consumers use social media on customer service were:

– Sharing information about service experience – 56 per cent
– Asking others about how to get better service – 50 per cent
– Praising a company for service experience – 47 per cent
– Seeking actual response from a company about an issue – 47 per cent
– Seeking recommendations from others about good service providers – 45 per cent.

(With inputs from IANS)