Top 10 Customer Support Issues in India

At Haptik, one of the things that’s fascinating for us to see is the type of questions people ask and their biggest pain points. After about 20 days of the service being live, we thought why should Haptik experts be the only ones having all the fun? So, presenting below are the 10 most frequent queries based on >60,000 messages processed across 11 categories and 135 companies. Modi, Rahul and AK – please take note.

1. I don’t get network in my area


All of us have thought about doing this at least once in our lives. Unfortunately, the solution to this problem is not straightforward. Just hope and pray to the mobile operator Gods for more cell towers.

2. How do I improve my phone battery life?


Probably the single biggest problem in the world today. Like more than the food crisis or water shortage or the Israel-Palestine conflict, someone should go find a solution for this. We’ve found a couple of resources that can maybe help improve the current state of things.

Android: http://howto.cnet.com/8301-11310_39-57611106-285/five-settings-that-increase-battery-life-on-android-4.4-kitkat/

and http://www.techradar.com/news/phone-and-communications/mobile-phones/12-android-battery-life-tips-and-tricks-697772

iOS: http://www.apple.com/batteries/iphone.html

3. What is the baggage allowance on my flight?


One day there will be a world where we can can all fly private and don’t have to worry about commercial airlines and their rules. But until then, please don’t pack more than what they allow. Or be prepared to pay extra.

For most Indian domestic carriers, the allowance is one check in bag up to 15 Kgs + 1 carry on hand bag + 1 small personal item such as a laptop or purse.

For foreign flights, the allowance is more ambiguous and depends on where you are traveling. Some will allow you to carry up to 2 checked in bags + 2 hand bags.

4. How do I activate DND?


When you are waiting for that call or message from a special someone, there is nothing more frustrating than seeing the phone ring and hearing “Sir, main ICICI bank se baat kar raha hoon. Aap ke liye humare pass special offer hai.” Activating DND (Do Not Disturb) with your mobile operator will ensure you do not get these telemarketing calls or SMS. For most operators, you just need to send an SMS with a shortcode to activate it.

5. Online shopping: where is my order?


Its Friday – that awesome shirt you ordered last week was supposed to be with you by now so you can wear it to that big party on Saturday. Not to worry – most eCommerce sites in India now have updated tracking systems where you can just go on their site, enter your order number and see real time status of your order.

6. What is the best mobile plan for me?


Local, STD, data, SMS, roaming, Offnet, Onnet – choosing a mobile phone plan is a complex affair. And even after you go through all the permutations, combinations, offers, packages, you still feel you’re not getting best bang for the buck.

7. Online Shopping: I need to cancel an order.


Cancelling/exchanging/changing orders that you place online can be quite a task depending on the merchant and what stage your order has reached. Which is why please don’t order anything which you are not sure of – think of it like how you would shop offline.

8. What are the requirements to open a bank account?


Even though a number of banks now offer the ability to sign up for accounts online, its still a long and time consuming process that requires several sets of paperwork.

9. My cable box is showing No Signal


Okay sure this is not what it looks like any more. But nothing is more annoying than when it shows “No Signal due to bad weather” right when the last over of the match is about to start.

10. Food delivery: what are the current offers?


Coupons and offers are supposed to be cool and make life simple. However, with every restaurant looking to entice you to order from them, there are so many different offers out there that it can be hard to make sense of it all and know what to order.

Fortunately, we now have Haptik to help. Download now for your Android or iOS device!

7 thoughts on “Top 10 Customer Support Issues in India”

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