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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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Pakistan to Curb ‘Hate Speech’ on Social Media

According to Chaudhry, several arrests have been made this week based on misuse of social media to issue fatwas and spread extremist narrative

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Following this, a National Security Committee was also held to discuss Sharif's
Pakistan Flag, wikimedia commons

The Pakistan government plans will crack down on “hate speech” on social media from next week and set up a new authority, which will enforce regulations for the digital, print and electronic media, Information Minister Fawad Chaudhry said here on Wednesday.

“We have created a mechanism through which we will control hate speech on social media. The problem is the digital media is taking over formal media and it is important to regulate it,” Chaudhry said.

The minister said a working group, with representatives of the Federal Investigation Agency (FIA) and other security agencies, had been set up to regulate social media platforms, Geo News reported.

The government was planning a new body, Pakistan Media Regulatory Authority, which would enforce regulations for the digital, print and electronic media.

Imran Khan, Sikh
Pakistan’s Prime Minister Imran Khan is seen during talks in Beijing, China. VOA

“We will monitor social media and work to eliminate fake accounts. People who violate Pakistan’s cyber laws will be prosecuted. We want to encourage discourse and debate in the Pakistani society but that is not possible if people threaten each other over differences of opinion.”

According to Chaudhry, several arrests have been made this week based on misuse of social media to issue fatwas and spread extremist narrative.

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“In the next and coming weeks, you will ensure a strict crackdown on this. People will not be allowed to vent their extremist narrative on social media.”

Meanwhile, the Council of Pakistan Newspaper Editors in a statement said every media category had its specific issues, nature and operating methods and handling all media categories with one single law would be akin to ignoring ground realities, reported the Express Tribune. (IANS)