RCom enables SmartCare customer service via Twitter

NEW DELHI: One of India’s fully-integrated telecom service provider, Reliance Communications (RCom) has launched the Digital Social Media space—SmartCare on Twitter—providing various user account management services to the company’s wireless subscribers via Twitter’s live, public platform.

SmartCare on Twitter empowers wireless customers to manage their user account by simply using their Twitter account login.

This new customer service initiative platform will let users explore a range of account information and services without having to reach out to traditional customer service representatives.

As the first-ever such initiative in the country by a telecom player, SmartCare on Twitter allows customers to Tweet to ‘@RelianceMobile’, using specific keywords and hash-tags in order to get account information such as their balance/outstanding amount, facilitate online recharges and make bill payments, activate and deactivate any specific services, and more.

Once the customer Tweets a query, the requisite information will be sent back to him/her as a Twitter Direct Message (DM). This will significantly increase customers’ digital interaction with RCOM and greatly reduce the need to physically contact customer care.

“This is the country’s first such initiative by a telecom player, utilizing the Twitter platform, including real-time back-end analytics tracking to enable customers to make informed choices and customize their accounts as per their preferences and usage requirements,” said Gurdeep Singh, CEO, Consumer Business, Reliance Communications.

The Twitter-based SmartCare service enables users to take control of their mobile account, data usage, recharge and pay bills, etc., through the use of simple Tweets. To introduce this unique service to its users, RCOM has launched a Digital Campaign—#KaashEkTweetSe—asking users to share what they would want to achieve with just one Tweet, and tagging Reliance Mobile’s Twitteraccount @RelianceMobile.

“As a platform for live, public conversations, Twitter is transforming customer relationship management by making it easier and faster  for RCOM’s subscribers to get a whole range of account services with a simple Tweet.  SmartCare on Twitter is an innovation that will provide an essential daily service in the lives of RCOM’s subscribers,” said Arvinder Gujral, Director, Business Development, Twitter Asia-Pacific.

RCom unveiled the service by revealing that while not everything may be possible with just one Tweet, managing your Reliance Mobile account is now possible with SmartCare on Twitter.

“The excellent and very creative participation from users in the campaign gives us confidence that this further innovation adds tremendous value to our customers,” Singh added.