BSNL Chairman and Managing Director Anupam Shrivastava today interacted with consumers in Kerala through a live chat on micro-blogging site Twitter.
"It is an historic move and first of its kind of initiative. Today BSNL organised a live chat on Twitter for consumers of Kerala circle with Anupam Shrivastava, CMD BSNL," the state-run firm said in a statement.
This was for the first time that a top official of any public sector firm interacted live with consumers.
Also in telecom sector, it was first such initiative where a top official of a company interacted with its consumers through a live chat to address their complaints.
During the chat, BSNL consumers of Kerala circle made complains regarding issues of call drop, poor quality service, billing, among others etc.
BSNL customers demanded for more attractive plans, upgradation of its existing unlimited 3G plan, billing issues, allegation on company's employees for conniving with private telecom operators and providing poor services etc.
Shrivastava further said that "a rejuvenated BSNL is exploring multi-channel activities to reach out and delight our consumers. Besides ramping our infrastructure to meet customer expectation we have also started the SWAS or Service With a Smile campaign across the nation to listen and connect with our customers."
As per data released by telecom regulator Trai, the state run firm after about a year regained its fifth position in the country in terms of total subscriber base.
According to the data, BSNL topped the chart in monthly growth rate and in net addition of new customers in June 2016.
In June, it also achieved a monthly growth rate of 1.48 per cent beating all major private operators.
As per the latest report, BSNL added more than 13.03 lakh new mobile customers and thereby increasing its market share from 8.54 per cent to 8.65 per cent.
BSNL has turned Mobile Number Portability (MNP) positive in last financial year and is maintaining the same in this financial year with MNP Port-in request more than 0.25 million per month since April, 2016, the company said.
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