Social Media Becomes The New Preferred Channel Of Customer Service In India
When was the last time when you were not satisfied by the product or services of a brand and lodged your dissatisfaction through one of the social media channels. If yes then you are part of those 54%, who have used these channels at least once in the past year.
The survey conducted by American Express global customer service Barometer was completed through ten countries including India. The survey reports that while 54% Indians used social media channels to get a customer service response, global average is as low as 20%.
According to the survey, companies’ track record for resolving issues through social media has been good so far. While more than a third of consumers (37%) feel they always have their issues resolved, another 14% say they rarely or never get an answer. The survey moves on to point out that against a percentage count of 48, roughly 64% Indians lose their tempers through the process of customer service.
According to the survey, 87% people are willing to spend more for better service-willing to spend an average of 22% more; 74% say they have spent more in the past year. In addition, 80% of consumers surveyed feel small businesses provide a more personal customer service experience than large companies.
“Today’s networked consumers are demanding engagement, personalization, and prompt response from the companies they deal with across multiple channels. They also wield a lot of influence because they spend more for great service and share their opinions widely. Ultimately, these consumers can help influence improvements to service quality,” said Pradeep Kapur, Senior Vice President for world service India and process excellence at American Express.
How often have you complained about something through a social media channel? Was it effective? Do let us know in the comments.
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