Social Media and Customer Service

Well a lot of has changed about customer service since new age media came into picture. Customers can actually impact potential customers choice just by googling. I just experienced an incident where i was called back for my tweet. Let me explain in detail.

There is one awesome mobile app ngpay which is simply too good and gives you a direct access to bank literally in addition to lot of other key m-commerce options. I have been using this app for more than a year and have always been impressed with how they provide value on your finger tips. But last saturday i was slightly let down by it and i was more pissed off by their social media team.

I was on dire need of cash for personal emergency on last saturday and bank being holiday for bakrid, the only option was just to take out of ATM. I exhausted my 10k limit on other bank ATM(Our town had only one ATM functional at that moment) and was thinking how i can get as much as i can. That was the time to check out HDFC Fund transfer on ngpay. I tried to transfer 10 k to another HDFC account and it failed. Then i did a 5k, it succeeded. When i called up HDFC customer care why it was not allowing and whether it was problem at HDFC or ngpay, i was told HDFC allows till 10k, So i called up ngpay customer care to get a clarification why i was not allowed to transact when i have funds and HDFC says the limit is 10k per day. The call was not attended for ~5 long minutes and i got pissed off. To vent out my frustration i wrote this tweet. Left it then and made ways to get money.

Monday morning rush hour to office i get a call from ngpay asking what was my issue. I explained the problem i faced and got a clarification saying RBI limits fund transfers to 5k per day and merchant transactions can be up to 10k per day. Fair enough, HDFC is not aware of this, ngpay being in core m-commerce domain may be best persons on RBI’s m-commerce policy. I thanked him and left to my office. Again after an hour i got a call from another person asking if am satisfied with response to my query. Obviously the person wasnt happy with my tweet and was insisting that i update it. I was also told about other mechanisms of contacting like customer support like emailing , using the “Contact” option in the application etc indirectly to imply  that ‘I need not tweet if i dont get support, there are other ways of getting it too’ .Once again i was reminded that “it would be great if i updated my twitter status”. Probably what they expected was  a tweet like “ngpay customer care rocks! they promptly called me seeing my tweet”, but i wrote this “Okay.@ngpay seems to have ‘rot learned’ customer service through social media.I will write more on it soon.at least tweets get some response”.

Let me explain that tweet. While i completely appreciate ngpay for embracing new media like twitter and responding to customers, I find very few Indian companies actually learn the art of customer service and making the customer more comfortable using these new media.ngpay too has areas to improve along with others like tatadocomo,redbus_in many others.

I might be wrong in all fronts, but am just writing my thoughts below. The brands which adopt new media use them to do a better brand management. So they have to learn that there will always be detractors for the brand as well as attractors. So when they get the free branding from customers who are satisfied, they should understand that they will also get detractors automatically when the customers are dissatisfied. So instead of asking the ‘dissatisfied’ customer to change their views and propagate them, they must provide more value to get the positive sentiment back on new media possibly from the same person and others.

What ngpay did wrongly?

1. While they saw my tweet and called back, am damn sure their process hasnt changed you may still get call waiting for 5 minutes and may not be called back until you tweet something like i did. They didnt take my critical feedback in complete sense and act on it, they just asked if my query was resolved. It is critical that you improve your voice support since its all related to money. I will not be transacting if i know that your customer support is pita and i may not get attended after a possible failed transaction worth 10k.

2. The person who spoke second time, actually did more damage (So much that it has given me energy to write such a long post when my blog is nearing death). The person spoke about contacting through email, Contact us instead of tweeting a critical feedback.Now among call centre,email,contact us, twitter, only call centre and twitter are real-time communication tools. If i had ability to email [access to computer], i would never used ngpay firstly, have used net banking and everything would have been peaceful. “Contact us”(basically will again email you) is again a passive option and am not sure to get a response soon. I thought twitter was a real-time tool, perhaps i should have realised your twitter account is just there for sake of it when i tweeted nice things about ngpay and found you retweeted after days. So lesson is if you are on twitter, make sure you check the account twice a day(at least) and not only monitor it on 9 – 5 during weekdays. I would also suggest you to read this article to get a sense of why i called customer care and then tweeted instead of emailing.

Related read :- Cleartrip-Kiruba Incident

Carnival this year @ Kalpakkam

The face of terror all over the world has changed my place.First let me tell you every year my place will be in a festive mood around this time of year.Usually a trade fair will be organised from 10th to 15th of August every year to provide some recreation and entertainment for the people of the “atomic” township.

The usual Carnival::
Gathering of almost entire township for fun,food,entertainment and a rest for usual routine for a week long. Till my school days, it used to be a place to have fun by going to fun rides, playing thambola,eating out.From then on it has been a place to unite all of us,used to be an informal reunion of batchmates,seniors, meeting school teachers.Everyone would wait for carnival and people travel from where ever they are to meet thier friends and have fun.

This year::
It started on 10th, since on the first day nothing would have been started,i dint go.Next day i went with one of my friend,it was still deserted as people from outstation come only on weekends.I met Tamilvendan Sir fortunately.He was one among few who inspired me and instilled the urge to learn computer science.Nothing else special other than that.Food was crappy and costly,nothing much interesting but for a huge book stall.I decided to sit at home(lazy buddy :D) on saturday.On sunday I was not feeling that well so decided could go on monday and met Niranj almost after 7 years and had couple of hrs chat with him.

Back to terror and security::
Well the world have seen lot of incidents of terror in the past few months including Mumbai blasts,West Asia crisis and the terror plot spoiled at UK.For few weeks there have been news that India’s “statergic” interests will be on high alert.After the US warning abt terror plots on nuclear installations things were too tight.On 14th morning i could see some hundereds of policemen have arrived at my place.I thought just for local security and security for plant.

That morning on my way to college i saw all roads leading to plant(even village roads where there is just a path) being blocked and checkposts have been erected.On the afternoon i got a message saying curfew is gonna be imposed. I came home around 5. my parents too voiced similar news.unfortunately our cable walah was doing some repair,so no TV too.. couldnt confirm with anyone.But we could see that carnival was going on without any problems,But none of them were interested to have fun when such a situation prevailed.Only today morning i came to know that curfew was only for surrounding villages and not for township.And yesterday Dataone too went off across the city (& state i guess). Imagine no TV no internet, undeclared curfew.between 14th August 6pm – 15th August 6am. People have just started to come out of thier homes,Hope i goto carnival and enjoy atleast today and meet my friends.

By the by HAPPY INDEPENDENCE DAY!! JAI HIND
Terrorism cant override human kind anyday.

India Blocking Blogspot

India going towards China ????

I sign into my msgr, got a offline sayin “Indian govt bans blogspot inside India” WTF was my reaction.This is against the fundamental freedom of expression.How can they do it.. I was puzzled but wasnt worried coz my wordpress worked 😀 On googling i got this link which apparently said govt asked to remove some 20 sites/blogs. But almost all ISPs across India have decided to ban entire ” *.blogspot.com ” inside India.

For someone looking for loopholes, u can always use netvibes,my yahoo or other online feed aggregators. If u still want to browse www.pkblogs.com is a better option.It was started by pakistanis as pakistan banned blogspot since march 2006.India joins the elite group of China,Iran,Pakistan in doing this ******* act..Being a democratic country this is pure shit.Right to speech and expression is out of netizens.Thank god wordpress escaped from hit list of blogger,typepad,blogs,geocities.

The reason is silly.

Sources in the government said that a circular was issued by the Home Affairs Ministry three days back asking the Ministry of Information and Technology to block the 12 websites which posted content maligning India.

Officials defended the decision saying, “We would like those people to come forward who access these (the 12) radical websites and please explain to us what are they missing from their lives in the absence of these sites Source:Hindustan times

They forget india is a democratic country and millions are being deprived of freedom of expression since they found some 12 were against the nations interest..Silly..

It might be brought to notice that google earth was in for a ride few months back. But they couldn’t eventually do anything till date. I can view certain places of India’s “strategic” interest clearly sitting in front of PC, so can any t*****t and plan a attack.They leave out big issues, make fuss out of these small ones. Sadly even mumbaihelp.blogspot.com the one about which i told in my last post is also on the receiving end.

With tTechnology no one can stop people, that too in computers.New proxy servers are on the rise since yesterday.
Some proxy servers are
h**p://pkblogs.com/
h**p://www.ninjaproxy.com/
h**p://hidemyass.com/
h**p://www.inblogs.net/

I hope this ban is temporary.. anyway I’m hearing certain isp are allowing access to blogspot now..I just heard the Chief of ISP Association of India saying sub-domains can be blocked so that a large domains like blogspot isn’t blocked.. anyway have to wait and watch.

In the mean time i suggest people to move to wordpress, yet another reason to move to wordpress. Best to have your own site at 5gigs.com and install wp or other blogging API and post the blog there..

The previous restriction on Internet by govt was banning yahoo msn user chat rooms stating child p0rnography.It was acceptable to an extent.But blocking blogs are too much.

By the by My Mournings to those hundreds of people died in Java coz of Tsunami, i was tense for few moments when they gave warning for andaman, Tsunami Plz don’t come again..

Mumbai Blasts & its “SPIRIT”

It was indeed sad to hear about the serial blasts,inwhich over 180 people have lost thier lives.Mumbai’s metro is one of the greatest rail networks which connects people across different parts of the city & its suburbs.Very sad that so many innocent were the victim of terrorism. Television media has been largely helping people through thier messaging services,information bulletins etc. But lot of crap like Mumbaikars Spirit are shown..

Few examples are

1. People giving water to needy

2. People giving lifts to fellow humans.

3. Students shown playing football  saying that they have the spirit..

Mumbai i would consider not a place to be in when they say giving water,lifts which are basic humantarian are considered as a “SPIRIT”. It shows it lacks the same on an ordinary day.The same “effect” was shown for the floods also.Dint floods occur in other cities in India,then y the fuss abt mumbai alone.So its kind of evident that mumbai isnt that humanitarian in general..(I dont mean any offense or to create any hard feelings for mumbaikars)

Any way here is a nice website for those who look on information about the incident.It contains all contact info,lists of ppl died,injured etc. Hats off to those who made it..

http://mumbaihelp.blogspot.com/

May the souls(Also the ones who lost/losing lives on J&K daily) departed due to terrorism rest in peace and peace return to India