Social media platforms the most effective tool for escalation management

Brand’s reputation plays a vital role in attracting more customers to itself and reaffirming people’s faith in them in the long run. It plays more important role in service industry which is fragile and easily targeted by people for their service offerings. With advent of large number of e commerce firm’s things have become more complicated now. That’s the reason organizations have started giving more importance to escalation management.

Today most organizations have internal escalation management team to address the concern of their customer efficiently in a short span of time. Organizations try their level best to resolve issues offline so that customers don’t vent their anger online at social media platforms like Facebook and Twitter. Reason is the large scale visibility of these platforms and its harmful effect on brand value.

Based on my person experience I can say that Twitter is the best platform for quicker resolution of concern and I would like to substantiate my stance by the most recent incident countered by me.

I ordered an item from an e commerce firm on 5^th February 2020 with the probable delivery date as 8^th February 2020. On 8^th Feb, I missed delivery guy’s call and when I called him back after 5 mins, he didn’t respond to my call. I tried to call him 2 -3 times, since he was not responding I decided to wait for his call back.

He is didn’t call me back but I was astonished by an SMS which stated, that the item has been delivered to me and it was collected by me personally. I was furious at the receipt of this SMS as the item was prepaid, I immediately called the customer care to apprise them of the situation and they requested me to wait for some time.

After 24 hrs I called customer care again to check the status of my complain, this time too they requested for more time for resolving the issue. Hence I decided to approach the appellate authority for quicker resolution of issue, here also they requested for more time without divulging exact time frame.

Since there was no response from appellate authority even after 48 hrs, I approached them again, this time too they tried to appease me with same old punch line “give us more time”. I was literally drained out by now, hence I decided to vent my anger on Twitter and the response was amazing.

5 minutes after posting my concern on Twitter, I was asked to DM (direct message) my concern to them on Twitter along with my number which I did promptly. I post my concern on Twitter  by 11 am and by 3 pm I received call from the delivery guy inquiring about my package and address one more time, he apologized for this conduct with an assurance that my package will be delivered to me by 7 pm.

At 7 pm delivery guy called me once again to inform me that he was on his way to deliver my package, in another 5 mins, he was at my palace and handed over the package to me personally this time and apologized for the entire fiasco.

I wondered if I had posted my concern on Twitter initially only, this issue would have been solved on 8^th February 2020 itself. This is not the first time that Twitter has been instrumental in resolving an issue, I have seen similar response in past too and the same has been resonated to me by my friends as well.

So my question is “Why do we need offline platform when online channels are more effective in resolving customer’s woes?”

Kabil Sibal on social networking sites

Social networking sites facebook & twitter has become the life of people especially the youths of the nation. They are ready to forgo food but can’t miss from logging to facebook or twitter. Facebook is more predominant among youth than twitter.  India witnessed the presence of social networking through orkut and people were crazy about it. 

Nobody knows how facebook become so popular in India, people go by different set of stories to support their stand. Some say its because of games like Farmville , where in user has to login daily to FB for taking care of his farm. While other say options like “friend finder like” has made it to the place where it is today.

Today most of the companies are depended on FB for promoting their business online. User are free to raise their voice on FB about the topic which interest them. Facebook users have been posting content on their FB space depending upon their instinct and they have the full right to do so. India is a democratic country with certain fundamental rights awarded to it citizens.

Do accept the fact that at times content posted on such sites harm sentiments of people but if it brought to the notice of the sites they will take appropriate action. Has done so in past. “Once Barkha Dutt has saved the precious life of a women who wanted to commit suicide, twitter help her in doing do”.

I think instead of enforcing code of conduct on such websites, Kapil Sibbal should figure some other to find solution the problem addressed by him. Their could be multiple ways in which one problem can be solved only thing is that, it need to be found.