Social media is the powerful tool today. It is for a new service or for a complaint. On booking new services BSNL is offering Social media discount and taking speed action in resolving complaints already. To enhance the best customer experience, ISP issued the new guidelines to their team’s about social media platform.
BSNL Corporate issued the instructions to all their Social Media Circle Co-ordinators/Nodal officers with the following key points while posting news/ plans etc. on Social Media. The directions are the follow up of the Hon’ble MOSC’s address during the recently held HOCC on 11.05.2018
BSNL Speedy Redressal of Twitter Seva Cases
All Twitter Seva complaints (DoT & BSNL) must be redressed with utmost care. The response time should be fast and effective. Especially DoT Twitter Seva cases received from Hon’ble MoS Office may attend well in time and to be resolved on highest priority.
BSNL Response to the Customer/Users
A positive and encouraging response must be given for Broadband, Mobile or any type of complaint/query raised by the users. After providing the satisfactory solution to the grievance of the complainant, an appreciation in the form of a positive comment from the User/ Customer can be requested by the Nodal. This would help us in boosting the positive image of BSNL and would spread a wave of friendly customer experience on BSNL Social Media.
Enhancing BSNL Customer/User Engagements
To make BSNL Social Media more interactive and interesting by encouraging the maximum participation of the users in BSNL Social Media campaigns running from time to time. We can also motivate BSNL employees as well as general public to like & share BSNL Social Media pages and any other content uploaded on Social Media.