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The current times have put telecom services and reliable connectivity at the core of the daily lives of customers. Be it Work from Home, Virtual Classrooms, Online shopping, or Digital Entertainment, telecom networks have become the backbone for accomplishing most things from within the safety of our homes.
And in times like this, Bharti Airtel has raised the bar as part of its mission to deliver best-in-class services to customers. Airtel has set itself a target of answering and resolving every single customer query, learn quickly from failures, and ensure they don’t get repeated.
The company is also taking this message to customers across India through a bold multi-channel marketing campaign < https://youtu.be/Gqe3uJLLV3c>.
The Airtel Management Board meets every morning to review customer queries, resolution mechanisms and timelines, and the learnings from customer feedback.
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 the team.
Shashwat Sharma, Chief Marketing Officer, Bharti Airtel, says that consumer centricity has always been at the heart of everything that Airtel does, but during these testing times, the brand has realized that a network provider’s responsibility towards its customers has never been greater.
Sharma indicated that Airtel acknowledges that it not only has the responsibility to provide access to high-quality telecom services but also to give answers to all their service related queries by responding and resolving them in a quick and transparent manner.
In this resolution, Airtel through some key recent initiatives is ensuring that its customers get the best possible service experience:
In the last three years, Airtel has invested over Rs 70,000 crores in high-speed network rollouts. Airtel has led the introduction of new technologies such as pre-5G Massive MIMO and Carrier Aggregation. The result is Airtel being consistently rated as India’s top mobile network by multiple experts.
More recently, Airtel became the first mobile operator in India to launch Voice over Wi-Fi to solve the indoor coverage issues faced by its customers. Today, millions of happy customers enjoy seamless indoor coverage over Airtel Vo-Wi-Fi.
For its busy postpaid consumers, Airtel’s launched Platinum Network. This gives its premium users priority in both networks as well as services across their touch-points, so that network and telecom related issues don’t disrupt their hectic schedules.
To help its customers recharge during COVID-19 lockdown, Airtel launched ‘Superhero’ - a first of its kind program that allowed Airtel customers to recharge the prepaid accounts of fellow Airtel customers through Airtel Thanks app. For every recharge, the Super-hero makes a 4% retail commission.