Reliance Communications recently enabled a new service called ‘Smartcare‘ where it provides multiple user account management services via Twitter. By doing so, one can manage their accounts by using their Twitter account. This way, one can recharge their accounts, make payments, check out their outstanding amount, activate/deactivate certain specific services, special deals and a lot more.
Reliance Communications’ CEO of consumer business division Gurdeep Singh said that they will be using Twitter’s real-time back-end analytics to track its customers to customize their Reliance accounts as per their requirements.
Though we have multiple ways for managing accounts, using Twitter is a first-ever concept to be done here. Smartcare works when one tweets to ‘@RelianceMobile‘ and associating it with specific keyboards and hashtags. Once a query is received, it will reply back as a Twitter’s Direct Message.
For those who are unaware of Twitter Direct Message (DM), it’s a way you can have a private conversation with Twitter users. This way, private information will be private. This makes more sense than using certain other social media networks since it would require micromanagement which wouldn’t be a practical initiative for both sides, and most of the self-help should be easily accessible by using certain keywords and hashtags. Twitter enjoys a very large user base from India and therefore it would help both sides to communicate with each other for FAQs.
On most cases, the queries that customers have are of a basic kind which can be usually catered by self-help services. In a way, this not only is another self-help platform, but the response time to get a reply should be much lower compared to getting a reply via email. This, however, depends more on Reliance Communications and its capability to reply back with the relevant information within a short timespan. Reliance Communications claims to have its network over 25,000 cities and towns & over 400,000 villages.
— Dawn of Tech (@DawnofTech) April 15, 2016