A lot of brands nowadays are moving to social media channels for enhancing and improving their customer service. One of the major advantages of this medium is prompt, direct and instant response to customer queries, feedback and suggestions.
One of the leading players in the Indian telecom industry has recently started using Twitter as a channel to address and resolve user complaints. An effort worth appreciating, this service is doing fairly well from the customers’ perspectives. However, the loophole in their service is the fact that even though their customer helpline number is functional seven days a week, their Twitter account goes offline on weekends. So if a user has a query on a Saturday or Sunday, they only look into it on a Monday if approached via Twitter. It is kind of disconcerting to see a wonderful tool not being used to its fullest potential. Do you agree with the fact that this could be mended to offer better customer service?