Now social media to transform consumer service
Updated: Jun 11, 2013 04:06:33pm
New Delhi, Jun 11 (KNN) In order to boost consumer power in the country, the Ministry of Consumer Affairs is planning to switch to a more convenient platform of social media for modern consumers to register their grievances.
In this context and to keep pace with technology, the National Consumer Helpline (NCH) has sought applications from professionals to develop web marketing, web promotion; analytics link building, blogging, traffic generation, on page and off page optimization for their website.
In April alone, NCH received 12,590 calls. In addition to these telephonic calls/complaints, 2343 complaints were also received through online complaint system on NCH website, according to an official statement.
The maximum calls were received from Delhi followed by Uttar Pradesh, Maharashtra, Haryana, Rajasthan, Bihar, West Bengal, Madhya Pradesh Gujarat and Punjab.
The most successful businesses make customer satisfaction their top priority, but for any company that fails to do so, the complaints can be logged.
Under the NCH project of the Union Ministry of Consumer Affairs, which is operating from the University of Delhi, the need of consumers to deal with a multitude of problems arising in their day to day dealings with business and service providers can be registered through a telephone helpline number. The consumers can call to seek information, advice or guidance for his queries, complaints and guidance.
Now, given the popularity of social media channels such as Facebook and Twitter, NCH hopes to expand and enhance their customer service operations.
The Ministry came out with the Jago grahak jago programme, under the National Consumer policy with the objective to ensure that goods, services and technology are available to the consumers at reasonable prices and at acceptable standards of quality.
India has a wide variety of consumers, ranging from the highly educated and wealthy whose consumption is focused at the lifestyle enhancement consumables, to totally illiterate and impoverished; who are accessing the market to obtain basic needs.
Reaching out to each of these segments is a daunting task that needs to be addressed through suitable information, education and communication strategies. There is a consumer dimension in almost every area of governance, and therefore there exists a pressing need to take into consideration consumer’s interests in all policy decisions and implementation thereof.
Today, thanks to social media, internet forums and review channels, net friendly customers have the most widely used platform of social media like blogging at their fingertips and will spread their message quickly about any business, service, quality etc.
Earlier, customers would tell friends and family if they experienced poor customer service. But now days, respondents consider posting on Facebook or tweeting to be the most effective way to resolve a problem.
The scale of people seeing the complaint usually makes the company take notice the complaint because of the bad publicity.
Thus, within hours, a business can suffer irreversible damage to its reputation, resulting in lost revenue and growth opportunities. (KNN)
In this context and to keep pace with technology, the National Consumer Helpline (NCH) has sought applications from professionals to develop web marketing, web promotion; analytics link building, blogging, traffic generation, on page and off page optimization for their website.
In April alone, NCH received 12,590 calls. In addition to these telephonic calls/complaints, 2343 complaints were also received through online complaint system on NCH website, according to an official statement.
The maximum calls were received from Delhi followed by Uttar Pradesh, Maharashtra, Haryana, Rajasthan, Bihar, West Bengal, Madhya Pradesh Gujarat and Punjab.
The most successful businesses make customer satisfaction their top priority, but for any company that fails to do so, the complaints can be logged.
Under the NCH project of the Union Ministry of Consumer Affairs, which is operating from the University of Delhi, the need of consumers to deal with a multitude of problems arising in their day to day dealings with business and service providers can be registered through a telephone helpline number. The consumers can call to seek information, advice or guidance for his queries, complaints and guidance.
Now, given the popularity of social media channels such as Facebook and Twitter, NCH hopes to expand and enhance their customer service operations.
The Ministry came out with the Jago grahak jago programme, under the National Consumer policy with the objective to ensure that goods, services and technology are available to the consumers at reasonable prices and at acceptable standards of quality.
India has a wide variety of consumers, ranging from the highly educated and wealthy whose consumption is focused at the lifestyle enhancement consumables, to totally illiterate and impoverished; who are accessing the market to obtain basic needs.
Reaching out to each of these segments is a daunting task that needs to be addressed through suitable information, education and communication strategies. There is a consumer dimension in almost every area of governance, and therefore there exists a pressing need to take into consideration consumer’s interests in all policy decisions and implementation thereof.
Today, thanks to social media, internet forums and review channels, net friendly customers have the most widely used platform of social media like blogging at their fingertips and will spread their message quickly about any business, service, quality etc.
Earlier, customers would tell friends and family if they experienced poor customer service. But now days, respondents consider posting on Facebook or tweeting to be the most effective way to resolve a problem.
The scale of people seeing the complaint usually makes the company take notice the complaint because of the bad publicity.
Thus, within hours, a business can suffer irreversible damage to its reputation, resulting in lost revenue and growth opportunities. (KNN)
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