Social media now- a- days has become a perfect place for the customers to vent their anger and register their complaints against the companies for faulty products and services.

Customers of the Telecom industry are majorly complaining about poor networks, no networks, non-transparent deduction of money, according a research by Simplify 360.

The purpose of this research is to investigate the extent to which social media customers to post and resolve their complaints are currently using micro-blogging sites like Twitter. The research covered five major industries, Telecom Airlines, Bank, Ecommerce and Fast Food Chain. In Total 39 brands had decent conversations on Twitter.

Other major customers’ concerns include ignoring the DND facility, connection transfer failures, slow speeds on net portals, poor 3G services, activation of unwanted services, and poor helpline services etc.

According to the study, Bharti Airtel India is receiving the most complaints about poor helpline services, and very slow speeds for internet and 3G. Customers of Idea Cellular found problems connecting to 3G networks, high tariffs and the long time duration taken for customer complaints on hotlines.

It observes that Reliance Communications’ customers are fed up with the poor network, network failures, slow speeds for broadband and 3G and unfair deduction of money while Vodafone customers complained about poor internet speeds, no network, SIM card blockage, technical issues and payment details not being updated on time.

Tata DoCoMo’s customers are unhappy with the non-refund of their deposit money for internet portals and unfair charges for broadband coupled with poor network coverage. BSNL and MTNL are not providing prompt responses for their customers’ complaints. Slow speeds on the networks made many customer unhappy.

The study recommends that Bharti Airtel India and Idea Cellular should pay more attention to their network problems, and improvements in their 3G services need to be urgently addressed. The efficiency of the customer care service of Idea Cellular and Vodafone India need to be better.

It suggests that Reliance Communications needs to work upon the speed of their broadband services. Also the speed of internet as per plans should be increased. Vodafone India should concentrate on their technical issues, and ensure that correct payment details reach the customers in a proper span of time.

Tata Docomo should try to resolve customers complaints on time, and proper assistance should be given to customers. BSNL and MTNL should enhance the speeds of their broadband plans and should take appropriate measures for increasing the efficiency and effectiveness of their respective customer care departments.

This research finds that social media helps organizations check and monitor the complaints about their products or services more efficiently. An online presence for a brand not only helps them in promotions and marketing their products, but also enables them to check the customers’ responses. Online presence for any industry helps to get views of different customers on different parameters.

An appropriate social media analysis helps brands and industries revise and make changes in their strategic planning as per the market demands.

“To build trust and brand loyalty in this rapidly changing environment, companies must develop a social media customer service strategy that is responsive, proactive and engaging in order to address customers’ needs.”

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