» India suffers due to poor customer service

» India suffers due to poor customer service
It appears that Indian companies are paying the price of ignoring the most basic marketing mantra - "Customer is King" and are losing as much as Rs 116 bn in revenues every year on account of abandoned transactions due to poor customer service. According to a survey conducted by Genesys Telcom Labs (a part of Alcatel-Lucent), Indian companies lose huge sums of money as customers fail to reach through to the company over the web, in the contact center or through mobile devices.

India together with Australia and New Zealand, the other two countries being surveyed, stand to lose a total of Rs 280 bn in abandoned transactions and customer churning. Having to repeat information again and again, long waits, random call transfers and poorly-trained customer service executives do no good to appease the annoyed customer. We believe it is high time that companies start investing in high-end technology to improve Indian customer service which is nowhere close to its developed counterparts.