Were running an SMS-based promotion campaign for a very popular brand in two distinct regions of India. The campaign is a very simple send SMS, receive offer token, redeem offer token format. However, sometimes the SMS can get dropped in the operator network due to congestion or some other technical issue. For this case, we have a toll-free customer-support number that consumers can call if they dont receive a reply with the token within a reasonable time (usually within 30 seconds). Now, listening in on some of these customer support calls, we can see a pattern emerging - we would hate to stereotype by region of course, but we have seen that invariably callers from one region are almost always polite, patient and ready to listen to the agent solve their problem, sometimes even through a language barrier, while callers from the other region are abrasive, impatient and unwilling to listen to the solution, almost like it is the agents personal fault that their token has not arrived. We do not wish to name the regions for obvious reasons but you are free to draw your own conclusions.
Posted on: Mon, 10 Mar 2014 14:45:23 +0000
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