We live in the 21st century and technology has turned the planet into a global village. Almost every nook and corner of this world is connected by some mode of communication. Organizations have had a hard time playing catch with the technological evolution taking place since the past few decades. They have to constantly revolutionize their products and services to cater the changing needs of the consumers of fast paced urbanities. The biggest weapon to have these days in order to survive is social media expertise. Companies, who know how to use this weapon to their aid, manage to make their customers feel listened to.
Telenor has capitalized on this opportunity by recognizing and understanding the problems of their 42.5 million large customer base. #Telenorhearsyou is the latest social media campaign of this telecom company. Through this campaign they have made sure that they resolve the issues of Telenor user individually. They have taken this initiative to show their customers that they value their feedback and try to eradicate the negative elements upon their suggestions. Coming towards the customer side, the reviews have been extremely positive so far. People are satisfied with the response they receive from the Telenor team. The only thing left for us to understand is how. How have they been so vigilantly improving their customer service? Let’s answer that for you.
This one of the leading telecommunication organizations of Pakistan has asked its customers to come and tell the major flaws hindering satisfaction. Not only have they fixed the common helpline issues like internet settings, incorrect billing, bundle priority, etc through their own research but also came up with innovative solutions like *710# and My Telenor App for customer convenience and affordability. They also created a devoted social media team that is on the go 24/7, ready for service and that is why Telenor was announced as the ‘No. 1 Socially Devoted Brand’ since June 2017. Along with that, the company has also bagged customer loyalty through improved contact service level.
Credits: www.islamabadscene.com
Another huge success for the Telenor CRM team is the installation of self-service booths all over Pakistan. The Norway originated organization has out done itself by setting up these innovative booths in Pakistan’s 6 cities. This will help the customers to have access to all Telenor services without any hassle.
All of this has happened for Telenor because they started to listen. They began to act before they were asked to react. They refused to say no to their customers and facilitated them by all means. They uploaded several true stories on their YouTube page that lets us know how their customers are benefiting from this campaign. So if you’re a Telenor customer, and you have something to say, don’t hesitate because Telenor hears you!
