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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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Here’s Why Sri Lanka Does not Trust Social Media Platforms

Sri Lanka temporarily shut down Facebook earlier in 2018 after hate speech spread on the company’s apps resulted in mob violence

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Sri Lankan military officials stand guard in front of the St. Anthony's Shrine, Kochchikade church after an explosion in Colombo, Sri Lanka, April 21, 2019. VOA

Battling the spread of hate speech on social media platforms especially Facebook for long, the Sri Lanka government on Sunday once again “temporarily blocked” social media from spreading fake news in the wake of deadly suicide bombings in the island that killed 290 people.

In a brief statement, the Sri Lankan President’s Secretary Udaya Seneviratne said the government has “decided to temporarily block social media sites including Facebook and Instagram in an effort to curb false news reports”.

Several users in the country reported they could not access Facebook and its photo-sharing service Instagram, Google-owned YouTube and WhatsApp for most part of the day.

Facebook spokesperson Ruchika Budhraja told TechCrunch that “teams from across Facebook have been working to support first responders and law enforcement as well as to identify and remove content which violates its standards”.

Google did not immediately comment.

“It’s a rare but not unprecedented step for a government to block access to widely used sites and services,” said the report.

Sri Lanka has been criticizing Facebook and its platforms for long when it comes to the spread of hate speech.

The island country in March ordered Internet and mobile service providers to temporarily block Facebook and its subsidiaries WhatsApp and Instagram as part of a crackdown on online hate speeches.

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Multiple apps are displayed on an iPhone in New York. VOA

“These platforms are banned because they were spreading hate speeches and amplifying them,” government spokesperson Harindra B. Dassanayake was quoted as saying in The New York Times.

The claims are supported by non-profit Freedom House which found “hate speech against minorities continues to foment on various social media platforms, particularly Facebook”.

Last May, a coalition of activists from eight countries, including India, Sri Lanka and Myanmar, called on Facebook to put in place a transparent and consistent approach to moderation.

Activists argued that the lack of local moderators a” specifically moderators fluent in the Sinhalese language spoken by the country’s Buddhist majority — had allowed hate speech run wild on the platform.

Also Read- Decide on TikTok by Wednesday, or Ban Ends: SC

The coalition demanded civil rights and political bias audits into Facebook’s role in abetting human rights abuses, spreading misinformation and manipulation of democratic processes in their respective countries.

Sri Lanka temporarily shut down Facebook earlier in 2018 after hate speech spread on the company’s apps resulted in mob violence. (IANS)