Reliance Communications takes customer care to Twitter

Reliance Communications Anil Ambani
Telecom network operator Reliance Communications has launched Smartcare on Twitter to provide various user account management services to its wireless subscribers through the micro-blogging site’s live, public platform.

Anil Ambani-led Reliance Communications said the new customer service initiative platform will allow mobile users to explore a range of account information and services without reaching out to traditional customer service representatives.

Smartcare on Twitter will empower wireless customers to manage their user account by using their Twitter account login. Users need to tweet to ‘@RelianceMobile’ to avail multiple services in real-time.

“This is part of our endeavor to empower customers, making service and self-help possible on Twitter’s popular social media platform, creating pride of ownership,” said Gurdeep Singh, CEO, Consumer Business, Reliance Communications.

“This is the country’s first such initiative by a telecom player, utilising the Twitter platform, including real-time back-end analytics tracking to enable customers to make informed choices and customise their accounts as per their preferences and usage requirements,” he added.

“As Indians spend more and more time on social media, most forward-thinking and successful organisations such as Reliance Communications are integrating Twitter into their operations to increase engagement and satisfaction with their customers,” said Arvinder Gujral, director, business development, Twitter Asia Pacific.