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Indians using more of social media for customer service

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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)

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Narendra Modi Concludes Japan-US-India Partnership Successful

He said that the three leaders felt that such meetings were useful and they should continue on the margins of subsequent G-20 meetings

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According to LocalCircles, each person who voted in the survey is registered with the portal with their detailed information and in many cases they shared their residential address.
Modi asks MPs to utilize winter session well, wikimedia commons

Terming the India-US-Japan partnership as “Jai” (literal: victory), Prime Minister Narendra Modi on Friday said the partnership between the three nations would go a long way in ensuring world peace and prosperity.

“If I put it differently, Japan, America and India is Jai. In Hindi, ‘Jai’ means success,” Narendra Modi said after the first-ever trilateral meet with US President Donald Trump and Japanese Prime Minister Shinzo Abe on the sidelines of the G-20 summit here.

“In a way, Jai (the trilateral meet) is a message of success and we are making a new beginning. Our arrangement I believe, will play a big role in promoting world peace and prosperity,” Modi said.

Narendra Modi said it was a “good occasion” as the three nations dedicated to democratic values met to discuss how to promote peace, prosperity and stability in the world.

“I am glad both US and Japan are our strategic partners. Both the leaders (Turmp and Abe) have been my good friends. It is a good opportunity to work together.

Briefing the media about the meeting Foreign Secretary Vijay Gokhale said that it was a “very warm meeting” and Trump and Abe complimented Prime Minister Modi for the “reforms and development that he has done”.

Donald Trump, democrats, government
U.S. President Donald Trump. VOA

“The three leaders exchanged views on the Indo-Pacific. They all agreed that free, open, inclusive and rules-based order is essential for the regional peace and prosperity. The Prime Minister offered some ideas on how we should take forward on the concept of Indo-Pacific and how the three countries can work together to promote this concept,” Gokhale said.

He said that Modi felt it was necessary that the three countries reach out to all the stakeholders to explain the benefits of Indo-Pacific strategy and their advantages to these countries.

“The leaders also agreed to the central role of Asean and they also agreed to work on maritime and connectivity issues and to synergise efforts in this regard,” Gokhale said.

He said that the three leaders felt that such meetings were useful and they should continue on the margins of subsequent G-20 meetings.

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“Overall, there was a very positive atmosphere and the outcome of this first trilateral has been very encouraging. Prime Minister Modi and the other two leaders were pleased with this outcome,” Gokhale added.

Earlier, making an intervention at the first session of the G-20 meet on global economy, future of work and women’s empowerment, Modi highlighted some of the flagship programmes of his government undertaken to modernise economy and promote inclusive growth, such as Jan Dhan Yojana, MUDRA Yojana and Start-up India. (IANS)