Now a days social media platforms (like Facebook, Twitter, Youtube etc) have become a powerful tool to interact, communicate, share any contents amongst people / societies. Based on the suggestions from Hon'ble Minister of Communication & IT, BSNL decided to use social media platform for brand building and a mechanism to address / resolve customer complaints coming on Facebook and Twitter accounts.
BSNL opened Official Facebook and Twitter accounts few months back and started addressing customer complaints in an effective manner. The complaints posted on these official social media pages are being monitored by the IT ministry and each of these complaints are being settled in a time-bound manner. Till now, BSNL received 326 complaints, of which 111 cases had been resolved.
Communications and IT minister Ravi Shankar Prasad said - "This is part of digitising India. For digital revolution to trickle down to grass-roots level, citizens' complaints from any corner of the country, especially remote, must be redressed immediately and promptly."
Genuine complaints received through social media is forwarded to the department concerned in writing and a time frame is given for attending to that complaint. The minister's personal staff monitors this redressal mechanism and delay in redressing public grievances beyond the stipulated time frame is taken very seriously.
Customers may reach and post their complaints / grievances through BSNL's Official Facebook Page : BSNL India (https://www.facebook.com/bsnlcorporate)
Customers may reach and post their complaints / grievances through BSNL's Official Twitter Account : BSNL India (https://twitter.com/BSNLCorporate)
During the last one month, BSNL Corporate have designed various creative like death anniversary of Sardar Vallabhai Pattel, Navy Day, World Disability Day, Tribute from BSNL to Brave Heroes of Mumbai Attack, making landline and mobile calls from Chennai (flood affected area) Free for 7 days with effect from 2nd December 2015 etc.
Read More: 'Service with a Smile (SWAS)' : BSNL's new motto to improve customer care and quality of service
Dear readers, please share your views and opinions about BSNL's Social media presence and its effectiveness in handling customer complaints.