Industry-first move from TATA DOCOMO for real-time resolution
TATA DOCOMO, the GSM brand of Tata Teleservices Limited, has introduced a unique customer outreach service—‘Live Chat’. The Live Chat service is a first-of-its-kind endeavor in the Indian telecom industry, aimed at ensuring prompt customer service as a key differentiator for Tata DOCOMO. The service will take care of all post-paid and prepaid queries, requests and complaints through the Live Chat option. Furthermore, in bid to receive constant feedback from customers on the quality and relevance of this service, TATA DOCOMO will also provide feedback forms that customers can use to provide their inputs.
“Our continuing objective is to remain one of the most active, engaging and admired brands on the Internet. From the day of our launch, we have been interacting with customers, taking their feedback and responding to their queries online—on blogs, forums and social networking sites,” Mr Gurinder Singh Sandhu, Head of Marketing AT TATA DOCOMO, said. “Live Chat is, therefore, a natural extension of our attempt to leverage our presence and experience in the digital space. This is yet another first from TATA DOCOMO and takes forward our strategy of differentiating through constant thought-leadership and innovation in products, services and experiences,” he added.
To use Live Chat, customers have to log on to the TATA DOCOMO website (www.tatadocomo.com), select the ‘Dive–In’ option and click on the ‘Customer Care Section’. Once a customer accesses the Chat service area, he or she needs to just fill out a simple ‘Pre-Chat Form’ to get transferred to a ‘Live Chat’ with a company representative in real-time. The customer can then seek answers or inputs on any query or complaint instantly. “Since our launch, most of the products and services we have launched have seen an enthusiastic response from our fast-growing number of customers—this enthuses us to be different and continue to ‘DO THE NEW’,” Mr Sandhu said.
About Tata Teleservices Limited
Tata Teleservices Limited is one of India’s leading private telecom service providers, having a pan-India presence across all of India’s 22 telecom Circles. The company offers integrated telecom solutions to its customers under the brands Tata Indicom, Tata DOCOMO, Tata Photon and Tata Walky and uses both the CDMA and GSM technology platform(s) for its wireless networks. Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited, operates in more than 450,000 towns and villages across the country, serving over 70 million subscribers. After its collaboration with Japan’s NTT DOCOMO in November 2008, Tata Teleservices has so far launched GSM services under the TATA DOCOMO brand name in 17 telecom Circles, and the remaining part of the country is also expected to be covered shortly. The company recently launched a new brand on the GSM platform—T24—in partnership with Indian retail giant Future Group. Tata Teleservices’ bouquet of telephony services includes mobile services, wireless desktop phones, public booth telephony and Wireline services.
For details, visit www.tatateleservices.com, www.tataindicom.com and www.tatadocomo.com
