Social media comes to the rescue of Airtel, Vodafone, and Idea’s consumer engagement

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Social media comes to the rescue of Airtel, Vodafone, and Idea’s consumer engagement
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Leading Indian telecom companies like Bharti Airtel, Vodafone India, and Idea Cellular, along with other players like Aircel and Telenor, are hoping for better consumer engagements over social media channels like Facebook and Twitter, so that they can find better and easier methods to talk to customers, address their problems and find solutions.

For this, they are using data analytics and web-crawling tools so that they can understand customer behaviour in a better manner, while being engaged with them in a two-way social conversation. This would also help them in creating customised products for their customers.

With new rival Reliance Jio already starting to threaten their position in the industry, it has become all the way more important for them to value their customers so that they don’t get more chances to shift.
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Also read: Here’s what Airtel and Vodafone have to say to Mukesh Ambani on Reliance Jio's big bang entry

"Social media strategy is crucial for any brand and being a pioneer, we do it differently across Facebook, Twitter and Instagram platforms," Bharti Airtel's chief brand officer Rajiv Mathrani told ET. "By using social media insights, we have been able to optimise our interactions and move beyond responding to truly engaging customers," Mathrani added.
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Also read: Reliance Jio has triggered tariff battle; Idea, Vodafone to strike back with attractive pricing

As per consultancy firm TNS, social media has evolved as an inherent part of consumer engagement, given that 94% of connected consumers in India use Facebook, Twitter and Google+.

Also read: How Mukesh Ambani's AGM speech cost other telcos thousands of crores in 45 minutes

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