Nitin Kumar Rohilla, Vice President - IT, Adani Electricity Mumbai Ltd.
AEML understands the role of social platform in customer communication. Considerable numbers of AEML customers are active on mobile and social media, it’s likely that they would like to get information from a social network quickly. Hence, apart from a having traditional forms of customer service, AEML is continuously updating its customer service framework to factor in social interactions. As per AEML’s strategy few more social and digital channels will be integrated with its customer service framework with the help of new /modified processes, platforms, tools. This will enable AEML to establish deeper connection with customers & achieve customer empowerment.”
For the coming year, we would like to improve our acquisition via digital channel by targeting customers with hyperlocal social channels which will allow us to get qualified leads and improve our conversion. Also, we intend to have a social media policy which covers the Dos and don’ts for our employees who engage with customers on social media.
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