Taking a leaf from P1’s social media book, Maxis today launched a specific Twitter account to handle customer complaints and queries.
Launched today, the @MaxisListens account now has over 180 followers and follows 111 tweeple. In comparison, @P1Cares, arguably the country’s first Twitter account specifically created for customer support, has over 470 followers and is following over 451 people. Though, either accounts’ figures are nothing to shout about.
It is perceived that P1’s customer care Twitter account operates around the clock Maxis is quick to point out that its customer care specific Twitter account operates Mondays through Fridays from 9am to 6pm.
Although, Maxis is heading in the right direction by creating a channel that its customers are very comfortable with, it needs to understand that the rules of engagement are completely different from a traditional call centre environment. And limiting the service window to just weekdays and on standard working hours (9am – 6pm), Maxis might not fully understand how the social media space operates.
But having said that, it’s still early days for @MaxisListens and we hope that it’ll eventually extend its operating hours to weekends and around the clock.
