A Quick and Brilliant response management on Twitter

 Kudos to Ola Cabs for resolving my complaint while travelling!

It was a sunny afternoon…though cold air was breezing. I was at Worli, Mumbai and apparently had to go to Colaba for some of my office work. KaaliPili taxies were plying and standing on the road near bus stop waiting for customers. I was one of their prospects but unfortunately I was short on cash (Thanks to latest stunts of our government #Demonitization). So I decided to #GOCASHLESS and took out my Samsung J7 Prime SmartPhone and looked for available options – Ola and Uber. Undoubtedly I opted for Ola…no no I am not brand loyal or something but I kind of # Ola over Uber.

I opened Ola app, checked for cab availability, clicked on book and here my cab arrived. My journey started which was hardly of 30-40 minutes (Worli to Colaba). I sat relaxed and was enjoying scenic beauty of sea face, Haji Ali. Now it was time to go digital and add money to my Ola wallet from which payment was supposed to be made (one of the interesting features of Ola).

THIS IS WHEN THE REAL STORY STARTED!

I tried adding money to the wallet using my HDFC credit card, but the final transaction was not processing. I waited for 2-3 minutes…still under process! I cancelled the transaction and tried it again and again… but all in vain. I was furious…tried another payment option Netbanking, etc. but it all failed… might be some technical glitch. I even searched for Ola’s customer care number to get some help but number was not available anywhere. I asked the cab driver for number. He gave me a number but that number was not reachable. I was panic & frustrated and started abusing Ola what a pathetic customer care support they have. All this took around 10-15 mins of my journey and I realized that I was left with 20-30 mins only. Being a Social/Digital media professional, I chose Twitter to get some help (as nearly all the brands are providing 24x7 customer care service on social media site). I tweeted Ola cab for help…in fraction of minutes I got their reply and our conversation started (I am not going to get into details, plz see snapshots below or find full conversation here).

And finally they provided me an alternate solution. I tried it & successfully added money in my wallet. I reached my destination and payment was made CASHLESS. In all the above tweets, I have not said Thank You to Ola Cabs, cz I wanted to write this short THANK YOU NOTE/STORY and express my gratitude towards them…

GO DIGITAL!!