Airtel India

Airtel has come up with new service, probably to attract more customers and avoid the market shift. Airtel has launched Digital Care platform for Prepaid Customers, under which when a person calls *121#, it would provide the caller with the option of choosing the languages from Hindi, Gujarati, Tamil, Punjabi, Marathi, Tamil, Telugu, Malayalam, Kannada, Bangla, Oriya and Assamese.

“This will make it more convenient for customers to quickly resolve basic queries like balance, validity details of last few transactions etc. without having to call customer care or visit a retail store,” said Sarang Kanade, Director of Customer Experience, Bharti Airtel.

The different options in the ‘Menu‘ are very easy and help the customers to find what they are looking for. Airtel said that it is the first mobile operator to offer ‘self-care’ in regional language.

Ever since, the other network carriers like Vodafone, Jio who are strong competitors of Airtel have come with different kinds of offers, Airtel is eyeing on accumulating customers and maintaining not only postpaid but also the prepaid customers as well.

Above all as the use of USSD codes in this concept has made the service free of cost, also making it possible on phones which do not have a data connection.

Sarang Kanade added, “This is yet another innovation from Airtel for the Indian market and will add to the overall service delivery experience. *121# Digital Care is already popular among our pre-paid customers given its ease of use, convenience and the introduction of regional languages will further lower the barrier to self-care adoption for basic information. The growing penetration of mobile devices with regional language support will accelerate the adoption of this platform.”

As customers, all of those who use networks on ‘dual sim concept theory’ which is now creating a larger ‘mobile market subscribers’ around the globe, this would be a part that sources development both inside the mobile market and also that relating to the competition level as for Airtel.