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Social Media: The future of customer service

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There is very little doubt  that   social media is the future of customer service . Facebook,  WhatsApp , Instagram and  Twitter  have 1.5 billion, 1 billion, 400 million and 300 million users respectively. Facebook, being the most popular social network, has 70% active users who log on  to it on  a daily basis, of which 43% do  so  several times a day. Likewise, 59% of  Ins tagram users and 38% of Twitter users log on daily. According to Facebook founder  Mark Zuckerberg,  the average Facebook   user spends  about 40 minutes per day on Facebook.   Social media is certainly the future of customer service because  a lot of  customers spend most of their  time  on social media networks. Millions of people  voice  their issues, complaints, complements and inquiries  on  social media. This has forced companies to not only listen but also respond. It is estimated that 90% of busines ses  will use social media for customer service by 2020. Some of the smart organisations are a
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Social Media :A new channel for communication

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The number of communication channels available to customers has continued to grow throughout recent years; we can call, chat, email, use the website,  etc. But   these  channels still tipped the balance of power in  favour of the organisation and not the  customer.  Today, social media  is changing  all of that,  and as a result, customers are  becoming  more confident.  Many  companies have discovere d that  confident customers are not necessarily high maintenance; they can be very loyal when treated well.  Companies are encouraging their  customers  to follow them on Twitter, become fans on Facebook an d r ead their blogs; they are trying to be wherever their  customers  want them to be.  Along with keeping  customers up to date and  engaged, especially  from a customer service perspective,  this also reassures them that  their issues are  being  reported an d r esolved.  BSNL , one of the leading telecom operators in India ,  is now engaging customers on Facebook &a
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Catching the Social Media Wave

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Today,   social media sites such as Facebook and Twitter are not just mediums for marketing and advertising. They have evolved to play a critical role in managing customer service   for organizations . BSNL , a public sector telecom player, has quickly realized the importance of addressing customer issues through social media platforms. For BSNL ,   s ocial   m edia presents   a   unique opportunity to reach out to a new generation of customers who are tech savvy and who have very high expectations from brands. For BSNL ,  it presents an unique opportunity to reach out to a new generation of   tech-savvy customers with high   expectations from brands. Facebook and Twitter   have   been successfully utilized by BSNL to touch base with   its   customers and address their pain areas to generate positive word of mouth. BSNL has been right on the mark   in   boarding the   s ocial   m edia medium which is reflected through the good number of apprecia
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BSNL logs into Social Media for Customer Service

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These days it is impossible to avoid social media and its potential as a platform to provide customer services.  BSNL has created quite a buzz by using Twitter to address customer grievances. By using Twitter,  BSNL  has been able to respond faster to customer complaints thereby enabling it to quickly resolve their issues. This strategy definitely seems to be working for BSNL as reflected by the numerous positive tweets and appreciation by customers.
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BSNL provides 100GB Email storage to BroadBand customers!

BSNL would be the first telecom operator in the world to provide 100GB storage space to its broadband customers. This was tweeted by its CMD Mr. Anupam Shrivastava and would be an industry precedent for the telecom PSU. This service has been provided in partnership with Datamail provider Data Xgen. The best part is the BSNL Email service will be available in 8 Indian languages at the beginning. Customers can create their Email ID’s in Hindi, Gujarati, Urdu, Punjabi, Tamil, Telegu, Bengali and Marathi. This Email feature would be bundled by BSNL with the BBG Combo ULD 680 and BBG Combo ULD 950 plans. At present BSNL offers 1GB storage space to its BroadBand customers. The mail service will also come with voice-based social media service DataRadio which allows its user to send voice message to the subscribers or follower of their DataRadio channels. The icing on the cake is the other irresistible freebies provided by BSNL with their landlines i.e. unlimited calling f
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‘Mobilizing’ of the LandLine!

Can you imagine carrying your fixed landline in your pocket? If you didn’t until now, then BSNL has turned this into a reality. Recently BSNL launched its Limited Fixed Mobile Telephony (LFMT) service in Hyderabad. The LFMT service is an app based service   which allows subscribers to make and receive land line calls without getting charged to their mobile phone number account.   Limited Fixed Mobile Telephony is a first of its kind service in India. An existing BSNL Broadband or FTTH (Fiber to the Home) customer   can use his mobile phone for making and receiving land line calls without getting charged to his mobile number account. New customers of BSNL Broadband or FTTH can avail of this service too and a separate telephone number will be provided by the PSU to these consumers. All that a consumer needs to do thereafter is download the zioper/ bsnlsip apps on their smartphones. BSNL has also provided extremely affordable tariffs which for on net calls within the BSNL netw
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Connecting India, Globally!

Internet is now a need, no longer on the sidelines in the consumption value chain. Everybody scrambles to get a signal of the coveted WiFi at airports, hotel lounges, etc. The scramble and desperation for WiFi connectivity especially increases whilst traveling abroad. Expensive mobile & data packs meant for international travel tend to burn a gaping hole in one’s wallet. Not anymore, BSNL, the state run telecom operator has introduced a first of its kind service in partnership with Tata Communications. WiFi+ service launched by BSNL provides access to a staggering 44million WiFi Hotspots spread across a whopping 100 and more countries. This is an industry bench mark laid down by BSNL and extremely encouraging for costumers as well as the PSU. Customers can activate the WiFi plan through BSNL's mobile application. The plans are priced at Rs 999 for three days, Rs 1,599 for 15 days and Rs 1,999 for 30 days, inclusive of all other charges. The mobile application will
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