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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)

Next Story

Pakistan’s Fake Social Media Accounts Spreading Lies on Kashmir

Pakistan has adopted the strategy of giving a religious colour to its propaganda campaign, posing a fake threat from India, while reminding India of the consequences of the rise of extremist forces

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fake, media, behaviour, artificial intelligence
Social Media Icons. VOA

Fake social media accounts, often emanating from Pakistan, continue to paint a grim picture of Jammu and Kashmir following the abrogation of Article 370.

From passing off a High Court-ordered drive to clear illegal encroachments on forest land in Himachal Pradesh as “barbarism” in the Kashmir valley to terming mobile phone restrictions in the region as “siege in Kashmir”, a false narrative propagated by Pakistanis’ propaganda machinery finds many takers on social media, partly due to relentless promotion by fake accounts.

“Pakistani terror & proxy war paraphernalia burning vehicles, attacking fruit growers & merchants, killing & threatening shopkeepers, enforcing shutdown and calling this SIEGE,” Imtiyaz Hussain, a top IPS officer in Jammu and Kashmir, said in a tweet on Thursday.

“For all those ‘SIEGE’ obsessed reporters. There’s no SIEGE in Kashmir except some restriction on mobile phones which’s being lifted soon. Post 5th August except initially for few days, there hasn’t been any restriction imposed by Govt. Roads & streets are full of people, vehicles,” Hussain said in an earlier tweet.

Fact-checking website BOOM on Wednesday reported that a two-year-old video of clashes between protesters and security personnel in Kashmir is now being shared as the reaction of Kashmiris following the scrapping of Article 370.

Article 370, New, Kashmiris
The end of Article 370 heralds a new beginning for many Kashmiris, despite the doom and gloom in some quarters over its revocation. Pixabay

For more than one month now, the Inter-Services Public Relations (ISPR), the public relations wing of the Pakistan armed forces, is busy spreading fake news related to Kashmir in a bid to sow seeds of discord among security forces and fuel hatred among citizens in India.

As part of its information warfare, Pakistan has resorted to spreading propaganda, fake news, threatening statements and manipulating the social media.

Also Read- Microsoft Joins Hands with Eros Now to Develop Next-generation Online Video Platform

Pakistan has adopted the strategy of giving a religious colour to its propaganda campaign, posing a fake threat from India, while reminding India of the consequences of the rise of extremist forces. (IANS)