Reliance Communications, India’s largest and only telecom operator offering both CDMA and GSM service across India, has announced the launch of first-of-its kind Customer Care Initiative ‘Live Chat’. This Live Chat service will enable Reliance’s customers with real-time query and issue handling through chat-based online platform.
In the first phase of the launch ‘Live Chat’ will be available to Reliance’s over 1.3 million data customers across the country. Following the implementation of the service across the data business, RCOM plans to extend the service to other business groups.
According to Anurag Prashar, President Corporate & Wireless – Customer Service, Reliance Communications, “Our data customers are internet savvy. Many of them, whether company executives, professionals, students, teenagers and even business owners, have had experience with various messengers and live chat utilities. This makes adoption of the online customer care delivery system much easier. As we expand to enhance this delivery channel, we plan to extend its coverage to our voice customers too. This is in line with our Service strategy of leading the industry through innovation and personalized care”.
RCOM has established the ‘Live Chat’ Contact Center at the company’s headquarter at New Mumbai. This facility will have over 500 dedicated workforce equipped to handle 75,000 live customer interactions in a day.
As Reliance Communications begins the journey towards 200 million customers, the company is adopting a multi-pronged customer-focused strategy with the expansion of its GSM network and CDMA mobile broadband network, while focusing on customer-centric innovations and enhancing the overall Customer Experience. The launch of ‘Live Chat’ forms the first step in this customer-oriented focus and enhancing the overall customer experience. RCOM is going Live with its Live Chat service across 15,000 towns with a scale-up plan to cover 24,000 towns by end of the first quarter of this fiscal.