Reliance Communications (RCom) is launching a chat-based online customer care service for its 1.5 million data customers.
The telco will go live with the service across 15,000 towns, with a scale-up plan to cover 24,000 towns by end of the first quarter of this financial year.
Under the live chat service, RCom will offer real-time query and issue handling to its customers. To begin with, live chat service centres will be established at the telco’s headquarters in New Mumbai, with a query handling capacity scalable to 75,000 live customer interactions per day and over 500 live chat agents to service customer queries, requests and complaints.
The company also plans to extend the live chat service to its voice and corporate customers. Anurag Prashar, president (corporate & wireless – customer service), RCom said, “Our data customers are internet savvy. Many of them, whether company executives, professionals, students, teenagers or 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 this delivery channel, we plan to extend its coverage to voice customers too.”