Customer support is the back bone of any company in the service sector. I believe in this theory so much that I actually made a presentation out of it, which basically says that customer support is the new marketing.

  • Make Telecom Talk My Trusted Source
  • Source of Google
  • Source of Google

Earlier, getting customer support meant that you either had to visit the official gallery or talk to the customer support executive on phone. But these days we have more than one option to reach out to these carriers, through

  1. Voice calls
  2. Official gallery
  3. USSD to get any information on your account
  4. Social media
  5. Mobile apps

Over the years, operators have more than welcomed the new ways of connecting with the audience, however most of them are not necessarily doing a great job. I’ll specifically talk about social media as that’s the primary way I reach out to operators these days.

haptikThe reason why I loved customer support through social media for a while is that it is more transparent and used to be faster. As an example, recently I received a bill from Vodafone after I discontinued their service. I visited the Vodafone gallery, which is located just besides my building. Since, I had to rush for a meeting soon, I couldn’t wait for more than 20 minutes, within which I kept wondering mera number kab aayega. This is the problem with official galleries. They operate from 9-5, when I am at work. So instead, I just sent out a tweet to Vodafone and the issue was sorted within minutes.