{"id":4793,"date":"2014-06-30T19:29:55","date_gmt":"2014-06-30T13:59:55","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/06\/30\/social-customer-service-review-idea-cellular\/"},"modified":"2023-08-17T10:23:44","modified_gmt":"2023-08-17T10:23:44","slug":"social-customer-service-review-idea-cellular","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-idea-cellular\/","title":{"rendered":"Social Customer Service Review \u2013 Idea Cellular"},"content":{"rendered":"

\"\"<\/a><\/p>\n

Idea Cellular ranks among the Top 10 network operators in India\u00a0with a network traffic of over 1.5 billion minutes a day.
\nAccording to Dec 2011 data, Idea leads all other telecom operators in India in the MNP (Mobile Number Portability) race, with a net gain of 1,031,380 subscribers; i.e. every 4th mobile user who exercises choice through MNP, prefers Idea.
\nApart from network service Idea hosts Idea Rocks, initiated in 2005 which is a music competition to find the best musical talent.
\nIdea Cellular\u2019s presence on Facebook, Twitter and YouTube gives close competition to Vodafone and Airtel. The brand is officially present on Facebook, Twitter and YouTube.
\nThey are presently running a parallel campaign on Facebook and Twitter on the hashtags #IdeaFrames and #IdeaMovieStar but we hardly found any engagement from fans on Facebook; however on Twitter we did notice a couple of entries.
\nLet\u2019s have a look at the various elements of their social customer service approach one by one to find out how active the telecom provider is on social media;
\nElement<\/strong>\u00a01 \u2013 Tone of Messaging<\/strong>
\nIdea Cellular has a formal tone of communication on Facebook and Twitter. However, they do not follow industry standards like having the agent\u2019s name following the communication.
\n\"1\"<\/a>
\nElement<\/strong>\u00a02 \u2013 Are they sending canned responses, without understanding the context?<\/strong>
\nOn Facebook, Idea Cellular\u2019s page seems to be a billboard of complaints. On most of the posts we found only complaints and grievances; and almost zero relevant engagement from fans posts. While analyzing their page we were actually wondering if the page is run by a human or a bot, because the only response made by the admin was:
\n\"2\"<\/a>
\nOn Twitter, we found better engagement, and it\u2019s apparent that a human responds, see the below example:
\n\"3\"<\/a>
\nElement<\/strong>\u00a03 \u2013 Response Time<\/strong>
\nIdea has a response time of 50 mins on Facebook (analyzed from June 2014 data) whereas on Twitter it is an astounding 27.8 hours (The data has been taken from replies\/conversations from past three days).
\nThis shows that Idea has a relatively poor social CRM system. We found several complaints especially on their Facebook page which are unattended. Few examples:
\n\"4\"<\/a> \"5\"<\/a> \"6\"<\/a>
\nElement<\/strong>\u00a04 \u2013 Is brand sending personalized replies?<\/strong>
\nNo personalization of repsonses; on Facebook they send a general message that begins with \u2018Dear customer\u2019, while on Twitter they just reply with the handle of the fan.
\nElement<\/strong>\u00a05 \u2013 Is brand following up on the complaints?<\/strong>
\nForget about follow ups, they are not even doing what they are saying, few classic examples below:
\n\"7\"<\/a><\/p>\n

\"8\"<\/a> \"9\"<\/a>
\nElement\u00a0<\/strong><\/strong>6 \u2013 Is brand answering to all the queries?<\/strong>
\nThough they are answering to queries, but many are still unanswered.
\n\"10\"<\/a>
\n\"11\"<\/a>
\nElement<\/strong><\/strong>\u00a07 \u2013 Is the brand present on major complaint forums?<\/strong>
\nMouthshut.com which is one of the biggest online complaint forums in India has about 433 complaints about Idea\u2019s services but none of the complaints\/queries have been responded, which is not at all expected from a reputed brand!
\n\"12\"<\/a>
\nThe same is true on www.consumercomplaints.in, where we found more than 1000 complaints on Idea.
\n\"13\"<\/a>
\nElement<\/strong><\/strong>\u00a08 \u2013 Is brand sending duplicate replies?<\/strong>
\nThankfully, on Twitter, they send customized responses however on Facebook, the only message they send is:
\n\"2\"<\/a>
\nIdea is doing comparatively better than most telecom brands but they have to go a long way to compete with Vodafone and Airtel. Although Idea Cellular is pretty active on their social channels, they definitely need to improve on their social CRM. We hardly found any positive feedback from their fans in our analysis. They need to learn from what their competitors are doing and send personalized responses so that the fans know the brand is genuinely talking to them. According to our April\u2019s telecom report<\/a>, Idea was at No 6 with a SSI score of only 58.4.
\nShare your experience below if you have ever tried Idea Cellular\u2019s network.<\/p>\n","protected":false},"excerpt":{"rendered":"

Idea Cellular ranks among the Top 10 network operators in India\u00a0with a network traffic of over 1.5 billion minutes a day. According to Dec 2011 data, Idea leads all other telecom operators in India in the MNP (Mobile Number Portability) race, with a net gain of 1,031,380 subscribers; i.e. every 4th mobile user who exercises …<\/p>\n

Social Customer Service Review \u2013 Idea Cellular<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":4812,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[2153,1661,2483,2497,2484,2056,2364],"class_list":["post-4793","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-customer-service-on-social-media","tag-facebook","tag-how-to-handle-complaints","tag-idea-cellular","tag-negative-feedback","tag-social-crm","tag-social-media-customer-service"],"acf":[],"yoast_head":"\nSocial Customer Service Review \u2013 Idea Cellular - Simplify 360<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-idea-cellular\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social Customer Service Review \u2013 Idea Cellular - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Idea Cellular ranks among the Top 10 network operators in India\u00a0with a network traffic of over 1.5 billion minutes a day. 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