Digital is everywhere! Every brand wants to have a digital presence. But creating a FB page or a Twitter account DOES NOT mean that you are digital. Being digital means brand understands the consumers and does proper engagement which needs a proper social media listening strategy. That is why we see some unique trends like fingerpointemoji which are only possible with consumer engagement. Automated or unhelpful replies are the worst enemies and dents the brand image. This all looks very common sense – but we all know it is the scarcest commodity on this planet earth!
So, here is the real mirror to big brands and digital (common) sense. ICICI credit card daily offers proudly say Friday Foodie where consumer gets a certain discount. Check the website: https://www.icicibank.com/Personal-Banking/offers/missed-deals-detail.page?id=offer-everyday-delight-offers-20161507175411950
So, I order the food and use the code and viola – the offer is not valid for this day (even it is FRIDAY).
So, I tweet to ICICI care with screen shot. And within seconds, the automated bot (I doubt it was a human) replies this. Hi, we request you to contact our customer care: bit.ly/RESHxe for assistance.
Now, why the hell I should call customer care – it’s your card, your coupon, you find it out what is wrong! The reply extremely annoys me and ICICI gets a handful of reply. But as usual nothing can shake their attitude! That’s one way to kill your brand image and one reason behind boycott trends.
But the beauty of this incident is that within minutes, Swiggy replies to me though I didn’t tag Swiggy explicitly. This shows the powerful social media listening done by Swiggy team. See the tone and intention to help here:
That’s strange! Can you help us with the coupon code?? We’ll have this checked from our end.
After sharing the details, Swingy tells that the coupon code is valid for weekend and not fir Friday!
Thank you for sharing the details. This coupon code is only applicable on Saturday and Sunday. Kindly meet us on DM so that we can share the full T&C for the same.
Now, the ICICI website says it’s Friday so how on earth any consumer will do trail and error on weekend when it does work on given day. Later on, Swiggy asks for my email id to share more information. As of now, I am awaiting what happens next.
I also tried one more time with ICICI but no response from them! It’s problem of ICICI and Swiggy is handling. What a nice way to handle social media.
Now, the best part is that I just checked the iMobile app of ICICI and the coupon code mention on the app is different from what is on the website (it is reversed). So much for consumer satisfaction/promotion/engagement.
Have fun at this epic disaster!
Update:
Almost 10 days passed since i reported this issue. There is no email from Swiggy. From ICICI, i got a call and when i told that code differs on website and app, even the lady on the other side was laughing. She told that she would check and again called me saying code is valid on Debit card and not on credit card. That shows the interest to solve this issue. I asked her to open the website and see for herself. The typical response -was that they don’t have access to the Internet! Wow, you can’t (or don’t want) to access your own website and app to cross-check this! She asked me to share the screenshot. Done! Next day got the email reply, which asked to share the order id with Swiggy. Your code is NOT working, go fix it! Why you are interested in the order id? The saga continues….
Update (06-12-19):
Got this mail from ICICI.
Dear Customer, We regret the inconvenience caused to you. We inform you that the error was due to the technical glitch at Swiggy’s end. Hence, we request you to use the below mentioned code.
Contacted Swiggy again on Twitter, and here is their reply.
Appreciate your patience. While we would like to offer you a cashback, however, we cannot do the same as this is an offer run by our partner. The terms and conditions for this offer states that this is only for the first 5000 users. We request you to keep an eye out for the next offer that is launched and be among the first to utilize these offers.
So, finally there is no resolution.
the two codes still differ on ICICI website and app. NO where it is mentioned about the first 5000 customers.
Thank you ICICI and Swiggy for this experience 🙂