A recent survey on customer service response and social media has revealed interesting results. The survey has said that Indians used the social media more compared to other nationals in order to get a swift customer service response.
The survey carried out by American Express Global Customer Service Barometer has said that over 54 per cent of Indians used social media for a better customer service response, which happens to be twice than the other customers across the globe.
The survey was carried out in more than 10 countries. It has also said that more Indians talk of their experiences in their global counterparts.
The survey has also said that out of the people who contact the companies on the social media, more than 25 per cent people show more interest in the social media than to a telephone query. This could be due to the time that’s wasted in keeping the phone call on wait.
American Express Senior Vice President Pradeep Kapur has said that consumers spend more on that company when they get a feeling that the company is listening to their problems and taking efforts for solving them.
Thanks to the social media that not only helped people in getting in touch with eachother but also narrowed the gaps between the companies and their customers. (Phani)