Bharti Airtel (“Airtel”), India’s largest telecommunication network, is further taking a good step ahead as a part of it’s mission to provide the customers with the best service.
Airtel today announced that it has a set a target of answering and resolving every single query that the customer will make. It will learn study the failures closely and ensure that they are not repeated. The company is spreading this message among the customers throughout the entire nation using a multi-channel marketing campaign.
In the current pandemic situation, Telecom networks have been become an integral part of our life be it work from home, online-education or anything else.Understanding the importance of their service in this crucial moment it has ensured that it will provide high-quality telecom services.
Shashwat Sharma, Chief Marketing Officer, Bharti Airtel said that the customer relationship has always been of prime importance and to serve them better they have decided to take it to another level. They are aiming for “ZERO questions” from customers. Though it is quite ambiguous but still they will be striving towards it.
Some of the key recent initiatives taken by the company to make sure that customers get the best possible service experience are:
- Network Technology: Airtel has invested over Rs 70,000 crores in the last three years for high-speed network rollouts. It has also introduced new technologies such as pre-5G Massive MIMO and Carrier Aggregation. Airtel is the first mobile operator in India to launch Voice over Wi-Fi for resolving the troubleshooting indoor coverage problems faced by the customers. Airtel’s launched Platinum Network for it’s busy postpaid customers. Under this the premium users get priority in both network and services.
- Digital Gateways: Airtel launched the ‘Superhero’ program in this pandemic situation to make mobile recharge easier and more convenient. This program allows Airtel customers to recharge their prepaid accounts through the Airtel Thanks app. The Super-hero makes a 4% retail commission for every recharge.
- Culture of Customer Obsession: The Airtel Management Board reviews customer queries, resolution mechanisms, timelines, and the learnings from customer feedback every morning.
Airtel’s new campaign will run across TV, Digital and Print to communicate the company’s promise to customers. The campaign has been conceived by Dentsu-Taproot, led by Pallavi Chakravarti and team.