Airtel improves online recharge interface

Mobile commerce may be booming, but telecom operators have taken their time to take digitise customer care. Airtel is attempting to correct that with its improved website and other digital interfaces.

In line with its 'Customer First' philosophy, Bharti Airtel is embarking on a redesign of its online recharge and payments interface, with the objective of delivering an improved and consistent customer experience.

Currently, Airtel customers can make online recharges for their pre-paid mobile and DTH accounts through a host of mobile wallets/digital platforms. This has resulted in a fragmented customer experience and also an increase in customer complaints relating to online recharges. Going forward, Airtel will integrate all mobile wallets on its website and other digital platforms like MyAirtel app, and customers will have these wallets as payment options along with other modes such as credit card, debit card and net banking.

Customers will be able to recharge their pre-paid mobile, DTH accounts and pay post-paid, broadband bills through a unified online interface on the Airtel website and MyAirtel app with the convenience of making payments via the mode of their choice. Ajai Puri, Director - Market Operations, Bharti Airtel (India & South Asia), said "Based on customer feedback and in order to deliver a more consistent digital experience, we have decided to refresh our online recharge interface and bring all payment platforms under a single umbrella."

Airtel has been investing ahead of the curve to consistently improve experience at customer touch points - both physical and online. The company has revamped and rolled out company owned company operated Airtel stores across the country as a one stop shop for all customer requirements. Till date close to 550 COCO stores in multiple formats have been opened across the country. These COCO stores are supplemented by over 2400 franchisee retail stores across India.