To enable a better Customer Service Initiative, Reliance Communications has launched "Live Chat". This service will enable Reliance’s customers with real-time query and issue handling through chat-based online platform.
In the initial phase, over 1.3 million data customers across the country can access the "Live Chat". 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."
New Mumbai will be the Contact Centre for "Live Chat". Over 500 dedicated workforce are equipped to handle 75,000 live customer interactions in a day.
The launch of "Live Chat" forms the first step in 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 the end of the first quarter of this fiscal.
